CONTROL ROOM OPERATOR

Salary of the Inbound Customer Service Representative / Call Handler / Customer Service Advisor / Customer Contact Agent / Service Advisor / Contact Centre Administrator / Control Room Operator / Incident Handler:   starting salary of £ 20,000.00 - £22,000.00  (once on shifts the pay will go up £24,000 - £25,000)

Location:  Portsmouth

Hours of the Inbound Customer Service Representative / Call Handler / Customer Service Advisor / Customer Contact Agent / Service Advisor / Contact Centre Administrator / Control Room Operator / Incident Handler:  Initially days between the hours of 07:00 - 18:00  (the hours will go to shifts of 06:00 - 14:00 and 14:00 - 22:00 on rotating weekly shifts)

My client are looking for a Inbound Customer Service Representative / Call Handler / Customer Service Advisor / Customer Contact Agent / Service Advisor / Contact Centre Administrator / Control Room Operator / Incident Handler to provide comprehensive customer focused control of all inbound job enquiries, processing the details onto the APEX recovery management system, Allocating the right resources and despatching to the scene in the shortest timescale. Maintain regular contact with Recovery operators and the customer / agent providing factual progress updates and information as appropriate, managing each job to conclusion. Provide accurate ETA information and provide cost quotations based on our cost matrix.

Key Duties of the Inbound Customer Service Representative / Call Handler / Customer Service Advisor / Customer Contact Agent / Service Advisor / Contact Centre Administrator / Control Room Operator / Incident Handler:

·Answer all inbound Recovery telephone calls, logging jobs using the APEX control system and allocate recovery operators as appropriate based on location, equipment required and ETA.
·Provide a confident and competent response to all job enquiries, managing customer’s expectations and providing the support and services they expect.
·Work collaboratively with control room team across our operating sites and with remote third party providers as necessary. Ensuring comprehensive handovers are completed at shift handover to provide continuity of priorities and communication links. 
·Ensure correct account and contact details are loaded into APEX and complete details of the job are logged as pe the screen prompts.      
·Escalate major incidents to immediately to Control Room Supervisor and Recovery Operations Manager, ensuring all stakeholders are aware.
·Price jobs using the cost information and specific knowledge to correctly cost and charge for all recovery services.  Set up quotes on the retained quotes lists for reference.
·Accurately and carefully add parts and consumables to jobs as required, to support correct stock allocation and invoicing.
·Reorder stock based on consumption to replenish on site stores and Roadside support vehicles.   
·Update job information once recovery operators are on scene advising customers/agents as required on status and expected completion.
·Use the weekly/monthly staff rotas as your guide on available resources. Identify where gaps in minimum resources occur, consider options to improve cover liaising with drivers over potential availability.  
·Support the Control Room Supervisor with supplier relationships ensuring parts quality and service levels are maintained within agreed price structures.
·Challenge price variation/increase to ensure best price on all parts & services.
·Provide support to Police Recovery Scheme Manager (FRS scheme) understanding the full requirements of the ‘Elvis’ police scheme software.
·Welcome and support customers who attend site to either collect / reclaim their vehicles or collect personal effects.
·Support customers during visits where circumstances require additional empathy and understanding.  
·Provide professional and timely assistance to Police representatives (forensics etc) as they inspect casualty vehicles in our dedicated SOCO bays. 
·Undertake flexible hours based around control room shift hours requirements.

Skills and Qualifications of the Inbound Customer Service Representative / Call Handler / Customer Service Advisor / Customer Contact Agent / Service Advisor / Contact Centre Administrator / Control Room Operator / Incident Handler:

·Resilience and capable to work calmly and at pace within a pressurised, challenging environment.
·Developed interpersonal skills – excellent telephone and communication skills.
·Issue resolution – ability to think ‘outside of the box’.
·Strong customer focus with attention to detail.
·collaborative capability – ability to work with and develop a strong team working ethos.
·Organised with ability to work to deadlines.
·Competent in Microsoft Office packages, Excel, Word etc


To apply, please send your CV to Danica Oraf danica.oraf@autoskills-uk.com  Or call on Mob: 07388995018 Auto Skills UK – See our website for details.