Control Room Operator
Phone
7am-3pm then 12pm-8pm. Shifts
The late shift is worked from home
£15.00 paye, £19.35 LTD
As an OCR Operator you will be responsible for the daily management of all enquiries received into the business from the client, with the responsibility for meeting and exceeding contract service level agreements. Deliver effective and efficient day-to-day service to customers by providing timely and relevant response to enquiries and resolving customer requests, queries and complaints.
Your responsibilities:
- Analyse data from clients and assigned to correct category.
- Assign emergency enquiries to the relevant operative
- Accurately record all events for enquiries and passing to appropriate department for permanent repair and allocating to relevant completion dates.
- Monitoring and reporting on attendance times against SLA's using both the company's in-house system (Confirm) and Microsoft Office packages.
- Liaise with other departments to chase enquires to completion.
- Developing good working relationships at all levels offering assistance when necessary, ensuring common goals are met.
- Entering enquiries received via email on to Confirm and assessing the data provided, clarifying with the client where necessary.
- Entering enquiries received via telephone from Internal Inspectors the Client and Emergency Services.
- Complaint handling and escalation to senior management team where appropriate.
- Carry out Internal Audits to ensure data accuracy and quality.
- Entering Close Calls onto Novade system both via email and telephone.
- Continually evaluate and prioritise work load.
- Any other administrative duties as required.
Please apply to be considered.