Control Centre Co-ordinator
Job Type : Permanent, Full Time
Salary : £26000/annum
Sue Ross Recruitment are delighted to work with a specialised services provider to recruit a Control Centre Coordinator to join their growing team.
The individual will be part of the control centre team, pivotal to ensure that customer expectation is exceeded. The purpose of the team is to deliver excellent customer service for all internal and external customers and client enquires. You will be responsible for scheduling to ensure that planned and reactive activities are undertaken at the right time which reduces the risk of asset failure and customer impact. This will require balancing the supply of resources with the demand of outstanding activities to ensure assets are maintained. Additionally, the role-holder will contribute towards the prioritisation and optimisation of day-to-day activity and effectively jeopardy manage work each day to ensure that Service Delivery teams can ‘execute the plan’ which will lead to contractual compliance and excellent Customer Service.
Responsibilities include
* Answering and logging calls and emails from professional personnel, customers, outside agencies, and internal customers in line with SLA’s.
* Prioritising planned and reactive work for field-based technical staff. This will include issuing, scheduling, re-issuing and re-scheduling follow-on jobs for various teams.
* Producing, maintaining and sharing real-time performance information and communicating case closure to key stakeholders once complete.
* Responsible for reducing operational costs through reducing business miles travelled via the efficient planning and scheduling and the utilisation of vehicle tracking systems to ensure that the appropriate resource is allocated to high priority reactive work.
* Liaising with the Asset Care duty desk cover to assess and agree work priorities when work demands exceed the supply of resources available to carry out work volumes.
* Responsible for the coordination of the initial response to incidents and continue to manage reactive work to meet priorities and contractual obligations, along with managing customer expectations.
* Responsible for managing reactive job feedback within our system (INFOR) to satisfy contractual obligations and ensure all relevant job progress and any issues are recorded
* Requirement to act as a coordinator between client and other water companies regarding interruptions to supply and Private Drains and Sewers.
Skills;
* Strong IT skills, working knowledge of Microsoft Word, Excel and Outlook.
* Ability to prioritise work and work to deadlines.
* Ability to develop good working relationships with both internal and external customers.
* Proven customer service experience.
* Ability to work well under pressure.
* Attentive to detail.
* Excellent telephone manner behaviours.
* Experience of scheduling or coordinating would be highly advantageous.
Unfortunately, due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.
May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment
More Information
- Address Barnsley, South Yorkshire
