Call Logging Technician
Key Purpose of the Job
Working alongside all departments to provide call logging support in a timely and efficient manner. Delivering excellent Customer Service to internal and external stakeholders.
There will be a 6-month progression plan in place to upskill to a level 1 Technical Support Technician to further support the customer with basic remote fixes.
Key Job Responsibilities:
Requirement to work a 2-week rolling rota Shift 1 (8-4) Shift 2 (11-7) Monday to Friday
To ensure prompt and accurate processing of customer requests whether received by telephone, written correspondence and electronically via e-mail and web portals.
To answer customer telephone calls ensuring our internal customer service standards are met.
To provide a positive experience for customers ensuring prompt and accurate information is recorded.
To liaise with all other departments and ensure information is passed in a timely manner
Complete Admin reports and tasks ensure we meet our stakeholders SLA’s.
Any other reasonable requests from Your Line Manager and Supervisor.
The post holder will ensure the health, safety and welfare of themselves and their team in accordance with the Kings Policy
To actively support at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
Post holder is authorised to access, use or disclose customer information only when needed to do so to perform operational duties. Any other access use or disclosure may only be made on receipt of additional authority in accordance with BS7858 – information security
Implement and act in accordance with the organisations information security policies
Protect assets from unauthorised access, disclosure, modification, destruction or interference
Implement particular security processes or activities, as requested by management
Report security events or potential events or other security risks to the organisation
Excellent telephone manner
Strong interpersonal and communication skills
Ability to prioritise workloads
Exceed all tasks given
Be an ambassador for Kings at all times, displaying quality and excellence in all dealings with external and internal customers and suppliers
Ability to work within a continually changing environment
Experience working on Protean
Experience with Intruder, CCTV, Access and Fire system
Experience of UDL SOFTWARE
Experience working on Sentinel plus
Network/IP based product experience
25 days holiday + 8 bank holidays
Store vouchers/Cinema Tickets/ Gym Memberships at discounted prices
This job description is an outline of the key tasks and responsibilities of the post and the post holder may be required to undertake additional duties appropriate to the pay band. The post may change overtime to reflect the developing needs of the organisation as well as the personal development needs of the post holder.
The job holder and line manager will review this job description at least annually. The above job description had been discussed and agreed that this job description and person specification accurately describes the above post.