Contact Centre Coordinator

Job Description

Do you have experience working in a strong phone based role or ideally within a call / contact centre environment? If so, this may be the ideal role for you if you enjoy both customer service and coordination of services.

Our client, who provides repairs, maintenance and construction services in the local area is looking for a candidate who is confident on the telephone whilst taking accurate information, completing administration on inhouse systems and communicating with tenants, the local council and the inhouse trades team to coordinate repairs and maintenance services for both responsive and programmed works ensuring records are accurately maintained of the jobs undertaken.

Working in the contact centre your duties will include…

• Receiving inbound calls from the local council, tenants and trades in regards to responsive and planned repair works
• Make calls to book appointments for works with tenants and be point of contact during completion
• Inputting the works information on the job management systems with accuracy
• Allocate work in a timely manner to trade operatives on a daily basis, whilst understanding their availability and whereabouts
• Liaise with the Resource Manager regarding the provision of additional labour to the response team and organising other work for operatives during downtime
• Update and maintain database with details of appointments & completed works in a timely manner, ensuring accuracy of entries
• Provide general clerical and administrative support including typing, filing, maintenance of department records, telephone answering and message taking
• Any other ad hoc administrative duties as may be required from time to time

Experience, Knowledge and Skills required…

• Previous call/contact centre experience or strong phone based work previously
• Excellent organisational/time management skills
• Excellent administration/word processing skills
• Demonstrate attention to detail and accuracy at all times
• Ability to work under pressure to strict deadlines
• Strong communication skills
• Strong word processing and Excel skills

Working hours

• Monday to Friday 8am – 5pm (40 hours per week)

Employee benefits include:

• BUPA select healthcare scheme (upon successful completion of probation period)
• Rewards portal offering discounts to hundreds of shops and restaurants
• Support for health and mental wellbeing for staff and their families
• Personal Wealth Financial Wellbeing support
• Mental Health First Aiders
• Christmas Club savings scheme
• Company-funded annual Family Summer Fun Day and Christmas Party
• Corporate discount to local Gym Membership
• Ability to buy and sell annual leave
• Company sick pay policy