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Division: Services
Location: Bristol
Reference Number: 3273/3300/24
Company and Department Information
The Services Contact Centre is responsible for the provision of Support to all Services Customers. The Contact Centre provides remote helpdesk desk support to customer purchasing IT Solutions.
Role Summary
To support Services Customers by logging and responding to their incidents, following all relevant procedures for such requests, ensuring that they work to the appropriate Service Level Agreements and Company standards.
Main Duties and Responsibilities
To respond appropriately to customers requests for information and assistance ensuring that the request is:
• Managed within guidelines set out in the customer Service Level Agreement (SLA) or Operating Level Agreement (OLA).
• Handled using the Contact Centre's Call Handling guidelines.
• Handled following the Contact Centre's Procedures and Standards for Call/Incident Management.
Job Function Competencies
• Provide appropriate Technical Support to KS customers, carrying out relevant diagnostics and fault finding, and where possible resolving the customers request on first contact, ensuring that all diagnostics, fault finding and outcomes, or recommendations are recorded accurately and in a timely manner, within the Call Management System (REV8) and according to the Contact Centre's Procedures and Standards for Call/Incident Management.
• Where customers requests cannot be resolved by the KSSC Team, escalate the request ensuring that the appropriate Escalation Processes are adhered to.
• Assist Supervisors and Team Leaders in the proactive management of Inbound Telephone queues and your teams Call Stack, notifying the appropriate level of management where you believe the Contact Centre is likely to breach the SLA or OLA.
• Ensure that agreed actions from Monthly 1 to 1's and appraisals are completed within the timeframes established.
• Assist in the creation and maintained of all Contact Centre documentation including, but not exclusive to, Knowledge Base articles and Standard Operating Procedures.
• Work proactively to ensure that you consistently meet the targets set out by the Contact Centre Management Team.
Experience and/or Qualifications Required:
Excellent Customer Services skills obtained through working in a high-pressured, customer service environment. Good IT Skills ideally gained from working in an IT Support environment. The job holder should be educated to GCSE Grade C or above in Maths and English.
Personal Skills Required:
The job holder must be able to demonstrate excellent communication skills (active listening and clear, articulate verbal and written ability). Negotiating skills and the ability to work in a high pressured role.
Health and Safety:
The Health and Safety at Work Act 1974 puts a legal obligation on ADP as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.
Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions.
Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.
Please apply
with a CV either to ds_kerridge_careers@adp.com
or in writing to:
Human Resources Department,
ADP Dealer Services UK Ltd
Herongate, Charnham Park, Hungerford, Berkshire RG17 OYUAll agency enquiries to ds_kerridge_careers@adp.com
