Call Centre Operators - Kbr - Swindon

Job description

An exciting opportunity to work as a Call Centre Operative on one of our contracts within the National Integrated Service Centre (NISC). We require week-day & week-night operators

Essential:

English Language GCSE grade C or above
Minimum of 1 years experience in successfully working within a service centre / call centre environment / customer service role

Preferred:

Experience of working with customer & supplier SLA
Experience of working to targets
Basic understanding / knowledge of Facilities Management
Working across multiple contracts / customer

Experience & Skills:

Good communication skills and the ability to deliver excellent customer service with strong customer focus
Able to communicate with colleagues, management & supply chain staff
Strong team player
Work towards the achievement of targets
Able to think retroactively with the ability to multi-task
Strong operational contract focus
Able to work on own initiative
Approachable individual with professional manner
Methodical in approach to tasks
Self motivated
Working knowledge of telephone and other communication systems
PC literate with Power-point, Excel & Word skills
Proven ability to work unsupervised & under pressure

Core Responsibilities & Duties:

To act is the initial point of contact for the customer, collating & recording all relevant details of requests, providing accurate & relevant information, monitoring & escalating incidents to achieve agreed service level & keeping customers informed of status & progression of the work order. Responsible for the co-ordination of customer service requests out to the supply chain & chasing progression of the work orders. Responsible for resolving queries & complaints by applying a first call resolution plan to each call. To create accurate data records containing all relevant information to enable requests to be resolved to time & to the standard required. To enhance the customers perception of the service by exceeding their expectations & delivering solutions in a customer focused & a timely manner

To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract
Responsible for the co-ordination of all reactive services within remit, ensuring work is distributed to the supply chain in accordance with the Reactive Works process
To accurately record all information necessary to resolve reported service requests, incidents & complaints, including accurate classification to enable trend analysis
To monitor, action & escalate incidents as appropriate to achieve agreed service levels & to keep customers informed of status & progress of resolution
To develop & maintain a good understanding of the core Maximo & Share-point applications, the facilities management services provided to all customers, & all relevant processes & procedures
To identify & apply opportunities to develop & improve skills, seeking assistance to acquire new skills & maintaining records of own development & call observations
To take action to keep up to date with changes to the contract & sharing information learned within the team
To be prepared to work on other KBR contracts, projects & initiatives at short notice to support the changing needs of the business

KBR is one of the world’s leading programme management, engineering, construction and procurement companies, providing professional services to the petrochemical, nuclear, defence, energy utilities and transportations industries.