Intelligent Contact Centre (ICC) Operator (Weekend and Bank holidays) x3
Date Posted: 11-Jan-2018
Closing Date: 31-Mar-2018
Location: Swindon, Wiltshire
Salary: Minimum - £12,000.00, Maximum - £12,000.00 per Annum
Closing Date: 31-Mar-2018
Location: Swindon, Wiltshire
Salary: Minimum - £12,000.00, Maximum - £12,000.00 per Annum
ABOUT KBR
KBR works with a range of UK government clients delivering excellent customer service. Based at the National Integrated Service Centre in Swindon, we have flexible positions available including weekdays and weekends with competitive rates of pay
KBR works with a range of UK government clients delivering excellent customer service. Based at the National Integrated Service Centre in Swindon, we have flexible positions available including weekdays and weekends with competitive rates of pay
JOB DESCRIPTION
The role of the Intelligent Contact Centre (ICC) Operator is to act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the work order. Responsible for the co-ordination of customer service requests to be sent out to the supply chain and chasing progression of work orders. Responsible for resolving queries and 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 and to the standard required. To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner. Takes ownership for own performance actively seeking opportunities to improve and develop
The role is responsible to the ICC Ops Team Leader for:
Championing We care, We deliver team values across the business
Ensure the highest standard of customer service at all times.
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 and complaints, including full and complete log notes of all contacts and accurate classification.
To monitor action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
To develop and maintain a good understanding of the core applications (Maximo, Concept Evolution and SharePoint applications) used to provide facilities management services to all customers, including all relevant processes and procedures.
To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining records of own development and call observations.
To take action to keep up to date with changes to the contract and sharing information learned within the team
To handle and actively resolve any customer issues according to the customer complaints process
To be prepared to work on other KBR contracts, projects and initiatives at short notice to support the changing needs of the business.
Comply and embrace KBR Zero harm policy encouraging a safe and secure working environment
Competencies:
Communication and influencing establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise
Organisational skills plans well in advance, manages time, reviews progress against plan,
Results orientation satisfies internal/external customers,
Interpersonal skills builds positive relationships, confident in own ability, approachable to all staff, shows respect and tolerance
Special Working Conditions:
This role requires an element of shift working to cover the weekend and Bank holiday operation of the ICC
Qualifications:
Essential:
English Language and Maths GCSE grade C or above
Minimum of 1 years experience in successfully working in a customer service role
IT Literate
Desirable:
Experience of working within a customer focus environment
Experience of working to targets
FM knowledge or experience
Working with IT databases
Experience and Skills:
Good communication skills and the ability to deliver excellent customer service with strong customer focus. Able to communicate with colleagues, management and supply chain staff
Strong team player
Work towards achievements of targets
Able to think proactively with the ability to multi-task
Strong operational contract focus
Able to work on own initiative
Approachable individual with a professional manner
Methodical in approach to tasks
Self-motivated
Working knowledge of telephony and communication systems
IT literate including Word, Outlook, Excel
Proven ability to work unsupervised and under pressure
Full security clearance, or be in a position to obtain security clearance
JOB TYPE
Permanent
The role of the Intelligent Contact Centre (ICC) Operator is to act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information, monitoring and escalating incidents to achieve agreed service level and keeping customers informed of status and progression of the work order. Responsible for the co-ordination of customer service requests to be sent out to the supply chain and chasing progression of work orders. Responsible for resolving queries and 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 and to the standard required. To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner. Takes ownership for own performance actively seeking opportunities to improve and develop
The role is responsible to the ICC Ops Team Leader for:
Championing We care, We deliver team values across the business
Ensure the highest standard of customer service at all times.
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 and complaints, including full and complete log notes of all contacts and accurate classification.
To monitor action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
To develop and maintain a good understanding of the core applications (Maximo, Concept Evolution and SharePoint applications) used to provide facilities management services to all customers, including all relevant processes and procedures.
To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining records of own development and call observations.
To take action to keep up to date with changes to the contract and sharing information learned within the team
To handle and actively resolve any customer issues according to the customer complaints process
To be prepared to work on other KBR contracts, projects and initiatives at short notice to support the changing needs of the business.
Comply and embrace KBR Zero harm policy encouraging a safe and secure working environment
Competencies:
Communication and influencing establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise
Organisational skills plans well in advance, manages time, reviews progress against plan,
Results orientation satisfies internal/external customers,
Interpersonal skills builds positive relationships, confident in own ability, approachable to all staff, shows respect and tolerance
Special Working Conditions:
This role requires an element of shift working to cover the weekend and Bank holiday operation of the ICC
Qualifications:
Essential:
English Language and Maths GCSE grade C or above
Minimum of 1 years experience in successfully working in a customer service role
IT Literate
Desirable:
Experience of working within a customer focus environment
Experience of working to targets
FM knowledge or experience
Working with IT databases
Experience and Skills:
Good communication skills and the ability to deliver excellent customer service with strong customer focus. Able to communicate with colleagues, management and supply chain staff
Strong team player
Work towards achievements of targets
Able to think proactively with the ability to multi-task
Strong operational contract focus
Able to work on own initiative
Approachable individual with a professional manner
Methodical in approach to tasks
Self-motivated
Working knowledge of telephony and communication systems
IT literate including Word, Outlook, Excel
Proven ability to work unsupervised and under pressure
Full security clearance, or be in a position to obtain security clearance
JOB TYPE
Permanent
