Customer Contact Comms Analyst

 About The Role  

Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years
What would you do? The Real-Time Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows, supporting field operations, and improving customer experience through proactive decisions and escalations. In this role, you will be responsible for effectively communicating with our customers. Utilizing our world-class systems and collaborating with our Home Service, Planning, Business, Sales and Service teams, you will swiftly and efficiently resolve issues, embodying our "one and done" culture. Your expertise in customer communication and complaint handling will complement the tools at your disposal, ensuring we fulfil our customer promises, get unhappy path visits back on track, providing a first-class service to our engineers and customers, ensuring we get the right engineer to right job, when our customers need us.The Real-Time Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows, supporting field operations, and improving customer experience through proactive decisions and escalations. In this role, you will be responsible for effectively communicating with our customers. Utilizing our world-class systems and collaborating with our Home Service, Planning, Business, Sales and Service teams, you will swiftly and efficiently resolve issues, embodying our "one and done" culture. Your expertise in customer communication and complaint handling will complement the tools at your disposal, ensuring we fulfil our customer promises, get unhappy path visits back on track, providing a first-class service to our engineers and customers, ensuring we get the right engineer to right job, when our customers need us.
What are we looking for? Experience2+ years in dispatch and field services. Excellent Customer Communication Skills, proficiency in complaints handling, experience in case management, and ability to manage multiple workstreams.EducationAny Graduates, however, ask for a passion for learningTechnical
Skills:

Proficiency in customer management and field services systemsCommunicationoExcellent English verbal and written communication abilities, exceptional interpersonal skills.Good understanding of UK geography to support region-specific tasks and communication.CollaborationExcellent stakeholder management skills to raise issues and ensure KPIs are met, balancing business needs.Shift StructureTwo primary shifts:oShift A07:0016:30 GMToShift B09:0018:30 GMTRotational day offs to ensure 7-day coverage.Experience2+ years in dispatch and field services. Excellent Customer Communication Skills, proficiency in complaints handling, experience in case management, and ability to manage multiple workstreams.EducationAny Graduates, however, ask for a passion for learningTechnical
Skills:

Proficiency in customer management and field services systemsCommunicationoExcellent English verbal and written communication abilities, exceptional interpersonal skills.Good understanding of UK geography to support region-specific tasks and communication.CollaborationExcellent stakeholder management skills to raise issues and ensure KPIs are met, balancing business needs.Shift StructureTwo primary shifts:oShift A07:0016:30 GMToShift B09:0018:30 GMTRotational day offs to ensure 7-day coverage.

Roles and Responsibilities: Coordinate and communicate effectively with internal teams and external customers through telephony and Live chat to ensure timely resolution of issues and seamless information flowManage challenging visit journeys and contact customers to confirm visit date suitability.Help manage day-to-day engineer activities, mainly including handling requests from the Onshore RTWFS Tier 2 & Field requestsOversee customer journeys requiring additional support and attention.Respond to internal customer inquiries and manage expectations effectively.Support ad-hoc requests from various business areas and keep stakeholders informed.Represent the Real Time Workflow Team in various meetings.Monitor, Amend, control & highlight Area PerformanceAssist with responding to high priority and/or complex client requests to ensure that requests are handled quickly, correctly and appropriatelyRespond to Client queries and escalations on email & PhoneProvide daily updates to Field Managers and internal reports regarding routing-related issues, at-risk jobs, and incomplete activities.Assist with team-specific activities, including Mailbox & MS teams group channelAssist with monitoring team and individual area performance to ensure that required service levels are met, including turn-around-time, productivity and accuracy
 Qualification Any Graduation