Service Centre Advisor

Call Reception and Ticket Logging: Responsible for:

• Ensuring calls are answered professionally
• Ensuring that the relevant information is collected from the customer
• Ensuring that the correct level of priority is agreed with the customer
• The company reference number is provided to customer and customer reference number, where applicable is supplied to the Company
• Ensuring that the ticket is assigned to the correct engineer
• Ensuring that the engineer is aware that there is a new ticket assigned to their queue

SLA Management: Responsible for:

• Ensuring that appropriate attention is paid to P1s
• TPMs engaged immediately for engineer dispatch to the site where applicable
• The customer is forwarded to an engineer for a possible remote fix
• Ensuring that all tickets are managed in line with SLAs

Jeopardy Management: Responsible for:

• Ensuring that the ticket is managed in line with Company’s jeopardy management process

Escalation Management: Responsible for:

• Ensuring that the ticket is escalated appropriately in line with Company’s escalation process
• Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)
• Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)
• Responsible for advising Service Centre Manager of any missing information in the knowledge database

Communication Responsible for:

• Customer Communication
• Ensuring that the customer is updated regularly throughout the duration of the ticket
• Ensuring the quality of ticket input is of a high standard
• Ensuring that key internal contacts are advised of any issues
• Responsible for reading, understanding, and complying with Company’s Information Security policies.

FORMAL EDUCATION AND TRAINING

• Educated to an A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted
• Industry or relevant business qualifications and accreditations would be desirable
• Proficiency involved in working in the service industry, with particular emphasis placed on customer focus issues.
• Ability to form close working relationships with the customer community, sub-contractors
• Excellent client-facing communications skills
• A Self-motivated team player with excellent interpersonal skills
• An outgoing individual willing to participate as part of a small and flexible team
• in European languages would be an advantage
• ITIL Foundation / ITIL v3 Foundation
• Overall telecommunications knowledge with an appreciation of the Nortel / Avaya / Genesys / AWS Product Set

Key skills & Experience

• An experienced Communications professional with a broad background in telecommunications at an operational level.
• Recognition of the issues

KEY COMPETENCIES

• Customer Focused
• Relationship Building and Maintenance
• Decision-Making Ability
• Inspiring Communicator
• Initiating Action
• Personal Responsibility