Call Handler - Portsmouth City Council
Mountjoy specialises in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.
We have an exciting opportunity for an enthusiastic Call Handler to join our dynamic team. This permanent position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.
OUR COMPANY BENEFITS
- 31 days annual leave rising to 36 days with length of service (including bank holidays)
- We offer a flexible scheme to buy or sell up to 5 days of annual leave per year.
- Company sick pay after 12 months length of service
- Life Assurance
- Octopus Electric Dreams Car Scheme to enable staff to drive a new electric car - paid for through salary sacrifice.
- Cycle to Work Scheme
- Discounted Gym Membership
- Employee recognition scheme
- Length of Service Rewards
- Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
- Our Employee Assistance Programme to support all staff
- Refer a Friend scheme
SUMMARY OF ROLE
You will be working in a call centre environment, making and receiving calls from Portsmouth City Council (PCC) Area Offices, our Direct Operatives and Subcontractors. Your prime responsibilities will be to receive repair appointments over the telephone, schedule and book appointments to available appointment slots, record accurate, timely and valuable repair appointment information into our job management systems and PCC’s Repairs and Property database.
You will also communicate with our Direct Operatives and Subcontractors, sending them to jobs and taking accurate and valuable job completion information when repairs have been completed.
KEY RESPONSIBILITIES
- To ensure you understand your role in the end to end process of delivering the perfect repair for the customer, and the responsibilities of others.
- To record accurate, timely and valuable information directly into Job Management Systems, Client Repairs and Property Database, or any other system(s) used to deliver the service including; the time of the repair, location, customer, trade required, description of the works actually required or completed, materials ordered, van stock used and any other relevant information that can help us to deliver great customer service, learn and improve.
- To send operatives who become available to jobs in the most efficient and effective way ensuring they are productive eliminating or reducing travel and idle time.
- When issues or queries are identified ensure, you escalate to your line manager/supervisor to ensure it gets acted on and resolved through to a conclusion.
- Assist the team, Supervisors and Managers in recording data and key management information that helps and improves the service we provide to our customers.
SKILLS REQUIRED
- A professional and courteous telephone manner at all times irrespective of the situation and escalate to your supervisor for support if required.
- Able to deal with lots of activity, remain focused on the call/appointment you are dealing with, and the information that needs to be recorded or transferred by completing the task you are on before moving on to the next.
- Have good computer skills in MS Office and be comfortable and a quick learner in using job management systems.
- Have good typing skills and be able to record information straight into the job management systems.
- Be able to take direction from your line manager /supervisor and provide updates and feedback regarding instructions given.
- Be a team player, flexible in your working hours to support the delivery of the service, reliable and dependable.
KNOWLEDGE REQUIRED
- Basic knowledge of building maintenance trades. (Desirable)
- Good understanding of the Geographical Portsmouth City. (Desirable)
QUALIFICATION REQUIRED
- GCSE or Equivalent Qualification in Maths and English.
EXPERIENCE
- Experience of working in a Repairs and Maintenance call centre or any other call centre environment. (Desirable)
If you feel you have the skills and experience to become our Call Handler then please click “apply” now – We’d love to hear from you!
The company is an Equal Opportunities employer and a member of the Disability Confident Scheme, and are also a member of the Hampshire Construction Training Association.
Our Company values
We take pride in everything we do - Which means we expect all our employees to:
Present a professional appearance at all times.
Keep your work area safe, tidy and well organised.
Deliver a high standard of work at all times