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Call Allocator

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  • Posted By: Randstad Employment Bureau Ltd
  • Address:
  • Contact:
  • Date Posted: 12th Sep 2008
  • Salary: £14,000- £16,000
  • Location: Birmingham (B15 1AU)
  • Reference Code: AKCA08
  • Views Since Posting: 222
  • Full Description:

    My client is looking for an experienced customer service advisor to be responsible for overseeing the field engineering resource in a region of the country. You will have to forward plan the individual engineers daily workload, working closely with the field team leaders and managers ensuring maximum efficiency whilst still achieving and meeting agreed SLA’s. The Call Allocator will be the first point of escalation for any issues / problems with the engineers in the region, close communication with the team leaders will be required, and any exceptions to SLA will need to be escalated to the relevant internal call desk so that the customer can be kept updated.

    Key Responsibilities / Tasks

    1)To allocate service calls to engineers.
    2)To manage engineer’s daily workload ensuring that service calls are attended within agreed SLA’s.
    3)To liaise with the logistics department ensuring that the correct parts are dispatched to the correct engineer and location.
    4)To liaise and escalate any problems in the field to the relevant Team Leader and / or Field Service Manager.
    5)Using the internal call management system to interrogate for information, update, close and raise new incidents.
    6)To answer phone to external customers.
    7)To provide reports to line management regarding escalated service incidents or problem situations.
    8)Any other reasonable task commensurate with the post as necessary.

    Key Skills Required

    ·Very good interpersonal / communication skills
    ·Ability to multi-task with strong organisational skills
    ·‘Clear thinker’ with an ability to work accurately under pressure
    ·Ability to work as part of a team but also use own initiative
    ·A logical approach to problem solving
    ·Ability to think ‘outside the box’ to resolve problems
    ·Strong geographical knowledge of the country including postal code areas, main roads and motorways.

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