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Operational Control Room Operator






Posted: 16/03/2023

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Operational Control Room (OCR) Operator

What is the purpose of this role?

As an OCR Operator you will be responsible for the daily management of all enquiries received into the business from the client, with the responsibility for meeting and exceeding contract service level agreements. Deliver effective and efficient day-to-day service to customers by providing timely and relevant response to enquiries and resolving customer requests, queries and complaints.

You will monitor all aspects of OCR performance through CONFIRM dashboard, managing resources to ensure service deadlines are met.

What will this role involve?

Analyse data from clients and assigned to correct category.
Assign emergency enquiries to the relevant operative also using Masternaught vehicle tracking system.
Accurately record all events for enquiries and passing to appropriate department for permanent repair and allocating to relevant completion dates.
Monitoring and reporting on attendance times against SLA's using both the company's in-house system (Confirm) and Microsoft Office packages.
Liaise with other departments to chase enquires to completion.
Developing good working relationships at all levels providing assistance when necessary, ensuring common goals are met.
Entering enquiries received via email on to Confirm and assessing the data provided, clarifying with the client where necessary.
Entering enquiries received via telephone from Internal Inspectors the Client and Emergency Services.
Complaint handling and escalation to senior management team where appropriate.
Carry out Internal Audits to ensure data accuracy and quality.
Entering Close Calls onto Novade system both via email and telephone.
Continually evaluate and prioritise workload.
Any other administrative duties as required.
Some shift work is involved working between the hours of 7am and 8pm and some bank holidays.

What are we looking for?

Proactive approach
Be able to analyse information and take the appropriate action.
Excellent telephone and face to face communication skills
Excellent organisational skills, able to effectively prioritise and multi-task
A good problem solver capable of using own initiative
The ability to communicate effectively with a variety of stakeholders
Customer focused
Excellent team player

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