Service Centre Advisor

Call Reception and Ticket Logging: Responsible for:

Ensuring calls are answered professionally

Ensuring that the relevant information is collected from the customer

Ensuring that the correct level of priority is agreed with the customer

The company reference number is provided to customer and customer reference number, where applicable is supplied to the Company

Ensuring that the ticket is assigned to the correct engineer

Ensuring that the engineer is aware that there is a new ticket assigned to their queue

SLA Management: Responsible for:

Ensuring that appropriate attention is paid to P1s

TPMs engaged immediately for engineer dispatch to the site where applicable

The customer is forwarded to an engineer for a possible remote fix

Ensuring that all tickets are managed in line with SLAs

Jeopardy Management: Responsible for:

Ensuring that the ticket is managed in line with Company’s jeopardy management process

Escalation Management: Responsible for:

Ensuring that the ticket is escalated appropriately in line with Company’s escalation process

Provide 1st line escalation to customers and channels (referring to Jeopardy and Escalation Manager)

Provide 1st line escalation into TPM (referring to Jeopardy and Escalation Manager)

Responsible for advising Service Centre Manager of any missing information in the knowledge database

Communication Responsible for:

Customer Communication

Ensuring that the customer is updated regularly throughout the duration of the ticket

Ensuring the quality of ticket input is of a high standard

Ensuring that key internal contacts are advised of any issues

Responsible for reading, understanding, and complying with Company’s Information Security policies.

FORMAL EDUCATION AND TRAINING

Educated to an A-level minimum, with higher education qualification (degree or equivalent preferred). Alternatively, relevant and proven Industry experience would be accepted

Industry or relevant business qualifications and accreditations would be desirable

Proficiency involved in working in the service industry, with particular emphasis placed on customer focus issues.

Ability to form close working relationships with the customer community, sub-contractors

Excellent client-facing communications skills

A Self-motivated team player with excellent interpersonal skills

An outgoing individual willing to participate as part of a small and flexible team

in European languages would be an advantage

ITIL Foundation / ITIL v3 Foundation

Overall telecommunications knowledge with an appreciation of the Nortel / Avaya / Genesys / AWS Product Set

Key skills & Experience

An experienced Communications professional with a broad background in telecommunications at an operational level.

Recognition of the issues

KEY COMPETENCIES

Customer Focused

Relationship Building and Maintenance

Decision-Making Ability

Inspiring Communicator

Initiating Action

Personal Responsibility