Better places, thriving communities.
Role Responsibilities:
Handle all customer contacts professionally, taking ownership to ensure timely and effective resolution.Respond to customer requests within agreed contractual timescales to meet SLA and KPI targets.Accurately log, assign, update, and close jobs within the Helpdesk system.Liaise with customers, engineers, subcontractors, and internal teams to ensure smooth service delivery.Monitor engineer attendance and job progress, identifying and addressing potential delays or issues.Escalate incidents and keep stakeholders informed of progress through to resolution.Maintain compliance with policies, procedures, and audit requirements.Achieve call handling and quality targets while delivering a high standard of customer service.Support complaint resolution, demonstrating empathy and professionalism.<...