Dispatcher - united kingdom, warrington, cheshire

an exciting opportunity has arisen to join a world leading global organisation. our client, a global it company is currently seeking a dispatcher. this is a full-time, permanent position based in warrington monday - friday plus some bank holidays. this role is to start asap paying up to gbp22,000 per annum depending on experience

responsible for management of company's public sector, subk and ssg customer service calls, the prime objective being to deliver a quality service to companies public sector customers by logging cases, ordering parts, and providing an engineer on site and to provide a 'first time fix' by resourcing the correct skill and parts within the contractual agreement between the customer and client

responsible for the company helpdesk ensuring calls are logged on sfdc with correct entitlement and processed according to either standard or specific call flow as well as monitoring specific cases from call logging to closure to ensure that the customers sla can be met.

to manage mission critical severity 2 customer service calls, and to drive a 'first time fix' solution within the customers

ensure all mailboxes/ views list are monitored and emails dealt with accordingly

ensure customer service requests are responded to within the customers contractual agreements or customer's stated business

to proactively contact and be the single point of contact to the customer for event management.

to ensure that calls are kept fully and factually

to ensure that the appropriate skilled resources are assigned within agreed timescales to meet the customer

to ensure that material order requests are managed in line with gpsc (global parts supply chain) process guidelines and are available for the engineer to meet the response or fix sla

to ensure that all service requests are managed to completion and to the satisfaction of the customer.

to proactively manage all exceptions or escalations and to engage the relevant escalation manager as

to ensure that customer specific call flows are followed.

continually assess and improve working practices to maintain best

compliance with company quality and management

to manage public sector customer service calls, to afford company to deliver a 'first time fix' service

to ensure customer service requests are responded to within the customers contractual agreements or customer's stated business

to ensure that the customer is contacted within 30/60 minutes of call receipt and is then kept updated.

to ensure that the appropriate skilled resources are assigned within agreed timescales to meet the customer

to ensure that all exceptions or escalations are managed as per process and that the customer manager is alerted to potential missed sla's or customer

to ensure that all calls are correctly coded to explain call

deal with incoming helpdesk phone calls and emails and make any necessary outgoing phone calls

use & update sfdc and service now (systems) to log service requests

ensure all cases are logged with correct service entitlements and other critical details

ensure cases are routed to the correct teams and business centres

use of the sharepoint knowledgebase for case handling information and to resolve queries

attend team meetings

maintain rapport with colleagues, engineers, and service delivery managers

essential skills

computer literate

high level of planning and organisational skills

excellent communication skills and an ability to communicate at all levels

good interpersonal skills and sensitivity

proven team player

good keyboard skills/pc literate

knowledge of the microsoft office suite

excellent interpersonal and communication skills

tenacity

excellent customer skills

good telephone handling skills

initiative

information gathering

analysing

communication skills

planning and organisational skills

problem analysis

flexibility

ability to work effectively in highly stressed/pressurised environment

able to work as part of a team

desirable skills

minimum of 1 years' experience in a customer focused environment

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