Call Allocator
Selecta, United Kingdom
Job Description
Selecta is the largest provider of unattended self-serve coffee and convenience food in Europe, leading the way in vending solutions and specialist coffee services. We are hiring a Call Allocator to join our Contact Centre.
About Selecta
Selecta operates across 16 countries within Europe, serving 12 million people every day. Within the UK we deliver a national service, relied on and trusted by circa 3,500 businesses to serve tasty beverages and snacks at a variety of locations from workplaces to schools, universities and hospitals and everywhere in-between.
The Role
The Call Allocator is responsible for prioritizing and assigning work orders, service calls and case resolutions. Working as an intermediatory between the Clients and the Technician this role is required to maximize the Client Experience, Technician utilization and commercial return of our assets. A detailed knowledge of the Territory Geography, Technician skillset and prevailing traffic conditions is needed alongside an agile mindset, to pivot time and resources towards new priorities as Cases are raised by the Client Experience team.
Our Client Experience Centre is open 7 days a week and there is a 5 out of 7 day working pattern.
KEY TASKS amp; RESPONSIBILITIES
- Ensure service calls and RVs are allocated in a timely manner achieving department SLAs.
- Positively influence and contribute to team culture.
- Develop and maintain strong working relationships with key stakeholders.
- Deliver a high level of client service at all times.
- Maintain an excellent knowledge of the machines and common issues.
- Ensure engineer phone calls are answered promptly.
- Support with outbound client care calls to confirm satisfactory completion of technical calls.
- Adhere to department policies and procedures.
- Monitor department email volumes to ensure clients receive a prompt response.
- Provide support with ad-hoc projects and tasks as required.
- Supporting with weekend cover on a rota basis.
The Candidate
This role will suit someone with drive, determination and commitment to get things done. You will have confident, with a high level of self-motivation, possess the ability to work to own initiative and a hands-on attitude.
Requirements
- PERSON SPECIFICATIONDISPOSITION: A helpful and resourceful individual with a positive attitude and high resilience. Service Minded with an attention to detail. Ability to drive results and work across departments. QUALIFICATIONS/SKILLS EXPERIENCE: Previous Scheduling workload allocation experience. Familiarity with O365 and CRM systems is an advantage Ability to communicate oral and written information concisely, logically, to internal and external parties Comfortable working in a complex matrix. DRIVING LICENCE: NO
Please apply for consideration- we look forward to reviewing your CV.
In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview.Selecta UK recognises the benefits of a diverse workforce and we therefore welcome applications from all backgrounds and all sections of the community.
Employment is subject to a successful probationary period, 2 satisfactory reference checks and (where applicable) a DBS check.
Documented proof of right to work in the UK must also be provided if successful and progress to interview.