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Customer Service Officer

Servoca Resourcing Solutions





Posted: 14/05/2022

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Key Responsibilities:

Provide an effective response to telephone calls and emails from Facilities Team members, contractors and TVP staff, and deal with them in a customer-friendly and efficient way ensuring the services of the department are readily available to its customers.
Ensure that all telephone enquiries and emails are dealt with expeditiously, to ensure this is in accordance with departmental guidelines and response times to enable the appropriate prioritisation of response.
To answer all direct enquiries (by email or by telephone) received from internal sources (police officers and staff) and external parties (principally contractors) in order to promptly identify the nature of the issue being reported in order to assess the most appropriate service response from the department.
Escalate potentially complex work or matters of a serious nature to the Helpdesk & Technical Support Officer to ensure that appropriate decisions and actions are taken on remedial actions and that instructions can be given to contractors.
Place orders and issue instructions to contractors; follow up with Facilities Staff to ensure service response deadlines are met, or pursue contractors if the response is inadequate, and provide feedback to customers as appropriate/as required
Make contact with Facilities Team members, contractors, staff and others to arrange convenient access to occupied/unoccupied operational sites to resolve issues whilst ensuring Facilities Team members are updated of actions to be taken to ensure deadlines are met.
Monitoring and updating the Maintenance Team's tender returns mailbox on a daily basis to ensure returns are made within specified timescales and to escalate specific issues or concerns to the Helpdesk & Technical Support Officer.
Undertake a range of essential administrative activities related to the work of the Helpdesk including but not restricted to completion of orders, record changes to order value estimates

Essential Criteria:

Excellent telephone communication skills and proven ability to communicate technical information effectively and with confidence. E 2. Proven customer service skills, with appropriate training/qualification of at least NVQ Level1 (or equivalent) to equip the post holder to deal effectively with internal/external customer requirements.
Excellent IT and keyboard skills. Knowledge of Microsoft programmes including Excel, Word & Outlook.
Able to demonstrate understanding and experience of undertaking financial procedures particularly relating to ordering of works or services and in dealing with queries arising from contractor invoices.
Experience of dealing competently with a large volume of orders for work and invoice reconciliation.
Ability to work under pressure and particularly to combine dealing with a high volume of telephone calls and emails whilst prioritising workload and actions required.
Previous experience and/or working knowledge and understanding of building/property maintenance related terminology when communicating with customers/contractors.
Ability to work on own initiative with limited supervision

Pay Rate: £11.28PH PAYE

Location: Kidlington - Oxfordshire

Contract Length: 6 Months

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