Job Title: Call Handler
Location: Romford (RM1 2PT)
Salary: Competitive
Job Type: Permanent, Full Time
Aston Group is a leading Building Services and Facilities Management company for commercial and residential clients. We are an established, family run, privately owned business that has been setting standards for efficiency, innovation, and quality for the past 60 years.
The Role:
As our Call Handler you will be responsible for maintaining property services by delivering planned and reactive maintenance to an agreed programme, budget and quality within the company’s operational targets.
You will be expected to:
- Respond to all calls and enquiries and adhere to targets and objectives as set out by the management around average time taken on calls.
- Take customer repair orders, obtaining full repair information, accurately diagnosing repairs, and making appropriate and relevant appointments in accordance with policy and practice.
- Respond positively and manage efficiently all customer’s needs/support, monitor these requirements.
- Liaise with other departments where necessary to ensure positive expected outcomes are obtained
- Provide direct responses to queries or complaints raised by service users or act as a channel to the appropriate specialists who can deal with more complex issues.
- Work with all team members including, administrators, operatives, supervisors, and subcontractors to ensure an efficient and productive service is delivered to service users and client and to support the attainment and maintenance of high levels of satisfaction with performance delivery in accordance with agreed standard operating procedures.
- Respond to all incoming queries received in the mailboxes, ensure tracking of all queries, and if needs be forwarding to the correct department.
The Candidate:
To be considered for our Call Handler role, you will have the following skills and experience:
Skills:
- The ability to establish and maintain effective, professional working
- relationships with internal and external stakeholders
- Excellent communication and interpersonal skills
- Effective time management and organisation of own workload
- Intermediate level user of Microsoft Office.
- The ability to learn new software packages.
- To be able to work as part of a team
Experience:
- Previous experience within a busy customer service role.
Qualifications:
- English and Mathematics at GCSE level.
- MS Office training qualifications i.e. MS Word, MS Excel, MS Outlook and MS Teams.
- A business administration qualification is desirable but not essential
- A Customer Service qualification is desirable but not essential.
Benefits:
- 22 days holiday per year in addition to Holidays and Birthday Off after one year of service
- Pension with 4% salary sacrifice scheme and employer contribution.
- Death in Service benefit of 4 x salary
- Employee Assistance Programme
- Cycle to Work Scheme
- Eye Care Vouchers
If you feel you have the skills for the Call Handler, please click APPLY now!
NO AGENCIES PLEASE!
As an equal opportunities employer, Aston Group is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Aston Group.
Candidates may have experience or relevant job titles of; Customer Service Assistant, Office Assistant, Office Manager, Receptionist, Call Handler, Property Coordinator, Customer Service Advisor, Customer Service Administrator may also be considered for this role.
