Main Purpose of the Role
The Field Support Team is responsible for allocating field resources whilst ensuring Service Level Agreements are adhered to at all times. The primary function of the role is to provide the back office administration of the Field Operations Department and ensuring that agreed appointments are scheduled and to work in conjunction with the regional supervisor to deliver the responsive, cyclical and commissioning works across their respective regions throughout the year.
Whilst the following tasks are undertaken it is essential that the respective escalation procedures are adhered to and followed at all times. Additionally it is expected that all team members will work extremely closely together forming and maintaining a strong team environment including the fostering of a close working relationship with their respective regional engineering team. Due to the operational nature of this role, this team unit is seen as an essential component to the successful delivery of the operational objectives and the wider ranging success of Switch2 Energy Ltd.
Main Responsibilities
Work in Progress Management – Manage Work in Progress (WIP) so that all live works are carried out effectively, ensuring that the total WIP value does not exceed agreed parameters and maintain the status of the system to ensure that the most up to date information is available and at all times. Throughout this process liaise with the client and/or resident or internal department where applicable and your engineering team in a professional and coherent manner throughout ensuring that all parties are fully informed with respect to live jobs.
Scheduling, Engineer Allocation – Assign all live jobs for re-active, planned and CMV work held within the WIP file to the engineering team and in doing so ensure that the correct engineer resource has been allocated based upon their geographical location, competencies level and expected duration of the proposed works in accordance with their daily schedule.
Resource Planning – Plan the regional resources to accommodate commissioning works, inter departmental engineering requirements, contractual obligations i.e. CMV, exception checking programs and or other pre planned programs of work as required.
Scheduling, Appointments – where an appointment is required ensure that these are agreed in accordance with our contractual obligations wherever possible, the availability of the regional resources and the current WIP schedule. In the event that a proposed or agreed appointment cannot be honoured make contact with the customer and re-schedule their appointment as appropriate.
Project Coordination – Assist with the programming and scheduling of any project works being undertaken within your region including taking ownership in relation to engineer availability, monitoring progress and ensuring projects are completed within the required timescales.
Health & Safety Flags – Update and maintain any reported H&S flags within the SMART Serve application immediately escalating any H&S issues through the companies designated escalation procedures.
Cyclical Maintenance Visit Management – Plan, coordinate and schedule the contracted CMV works within your region working closely with the regional engineer team and the client including requesting their support where standard access routines are proving in effective.
Call Handling – to take and manage the following calls in a highly professional manner from our broad range of customers, logging the information correctly and as fully as possible on our bespoke SMART Serve System (SMS), offering service appointments where appropriate, and managing the expectations of the caller in accordance with the Companies policies and ethos. Whilst taking the calls, analyse the fault in as much detail as possible in order to establish if a maintenance visit is required and entering the collated information comprehensively on the SMS.
- Prepayment or POS Queries
- Response Maintenance Calls
- Cyclical Maintenance Visit Calls
- Engineer Queries
- Complaint Handling
Key Skills And Behaviours Required
- Excellent communication skills. Comfortable with use of telephone systems. The ability to liaise with both Customers and Engineers over the telephone in a professional, highly organised and professional manner.
- Experience in a Call Centre/Customer related role.
- Ability to seal with changing environment from highly pressurised to quieter times.
- Comprehensive PC Skills including the familiarity of the Microsoft Office Package (Excel, Word, Outlook, SharePoint) the ability to feedback performance issues associated with internal software.
- Strong attention to detail and the ability to analyse and interpret large volumes of data
- Problem solving ability
- Excellent numerical skills
- Excellent administrative and organisational skills
- Ability to effectively and accurately manage a high-volume workload
- Knowledge of invoice processing
Knowledge, Training and Relevant Experience to do the job
- Educated to GCSE ‘O’ level standard or NVQ level 2 or 3 in customer service or administration.
- Minimum of 2 years experience in a similar role
- Experience in utilities would be an advantage
Switch2 Energy is committed to equal employment opportunities.
