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Call Centre Agent Homes Based

Example Recruitment

Glasgow

Contract

£8.91/hour

G23PS

Posted: 14/10/2021

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Overview:
* Primary function to maintain servicing programme and compliance across all contracts
* Liaising with residents and clients via telephone, text or email
* Team player within the call centre, carrying out any duties assigned by management
* Enthusiastic and flexible approach to work
* Can Do attitude
* Excellent attention to detail
* Good communication and interpersonal skills
Primary Function:
* Maintaining Compliance
* Working to maintain 100% compliance across all contracts
* Proactively working with the client to gain access on properties with two or more missed visits; especially important when approaching the anniversary date
* Checking against Pass Back Lists on a daily basis for potential cold call visits for engineers in same road
* Interacting with all staff to ensure to maintain compliance
* Proactively maintain the servicing programme across all contracts
* Scheduling all services following 1st Stage Planning (allocating timeslots at least 3 weeks in advance in preparation for letters)
* Re-scheduling services following missed visits
* Re-scheduling services directly with clients and residents via phone, email or text (incoming and outgoing)
* Communication
* Producing and sending letters two weeks prior to scheduled visit
* Producing and sending letters following missed visits
* Sending text/email reminders day before scheduled visits across all disciplines
* Managing Engineers
* Ensure each day’s schedule is practicable per engineer (do not overload)
* Reviewing, managing and maintaining adequate engineer resource levels; reporting to Team Leader when levels too high or too low
* Managing sub-contractor engineers to carry out the service schedule
* Utilising direct labour engineers where necessary
* Database
* Recording all actions within the visit on Propeller
* Keeping accurate notes on Propeller with regards property details or any issues with the property
Secondary Function:
* Assisting the call centre staff during busy periods, lunchtimes, holidays with enquiries from residents, whether this be via email, text or phone
* Share of Gas Contracts Inbox administration

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