November 7, 2024

Vista Retail Support

Cardiff

FULL TIME

Client Services Call Co-ordinator

Purpose of Role
Responsible for co-ordinating and managing all field service engineer visits to customer sites and to ensure that they provide the level of service required to meet the contractual requirements of the customers.
Main Tasks and Objectives

Provide telephone and email service for the Vista Retail Support contact centre on a rota basis.
Co-ordinate field service engineers’ visits to customer sites and escalate service requests to the appropriate team or organisation.
To deal with any concerns over calls that engineers may have but to ensure that they attend the maximum calls which is feasible in the working day in the area being co-ordinated.
Complete call incident reports, detailing field service engineers’ involvement in sensitive calls for management and customers as required.
Update and maintain the company database.
Complete daily shift handovers to pass issues to colleagues and shift engineers.
Liaise with other internal departments to ensure that calls are closed in the most efficient manner possible.
Take an active role in streamlining processes and improving customer service.

Outcomes and Deliverables

Customers receive a professional service and feedback is positive
Calls are prioritised and organised to meet Service Level Agreements
All geographical areas are covered with minimal missed calls

· Positive internal relationships are achieved
Vista Values
· Customer Focused
· Teamwork
· Professional Standards
· Creative and Innovative
· Passionate and Proud
· Responsible and Accountable
· Ethical
· Honesty
· Trust and Respect
· Environmental Sustainability
· Socially Responsible
Job Type: Full-time
Pay: £24,310.00 per year
Benefits: