Telecoms Co-ordinator - Central London

Salary: £18000.00 - £23000.00 per annum
Location: City, London
Date posted: 05/11/2009 17:14
Reference: Totaljobs/J001452

Our client is a well established nationwide telecommunications company who sells, installs and maintains voice, data, IP telephony, PABX, call centre solutions UK. There is now a requirement for an additional 2 people to join their telecoms Help Desk / customer service team in their central London offices. It is essential that for this position the successful candidate has experience on a Help Desk, co-ordinating engineers, logging faults from customers, dealing with suppliers etc. This experience would have been gained working for a telecoms PBX / VOIP reseller or a network provider. You will be well presented and have excellent communication skills. This is an excellent opportunity to join a major telecoms company in a mixed and varied role based out of the City of London (EC1 / EC2 area, the office is within walking distance of Old Street and Liverpool Street underground stations).

Job Specification:

OVERVIEW

To co-ordinate responses to customer fault calls raised for voice & data equipment and services.

KEY RESPONSIBILITY AREAS

a.To pro-actively monitor the system for new calls added to the system by other parties.

b.To promptly allocate all calls to a suitably qualified engineer on support duty.

c.To ensure that the status of all calls are promptly updated to reflect the true status of the call. Where contractual SLA's are threatened by lack of a status update to proactively seek the necessary update from the allocated engineer.

d.To re-allocate calls as may be necessary when a different engineer is needed.

e.To proactively escalate any call which will fail any of its SLA criteria.

f.To order parts when required and ensure return of faulty units to logistics for repair.

g.To handle telephone, email and fax queries from internal and external parties and manage as appropriate.

h.To produce customer SLA and incident reports as and when required.

i.To be a point of escalation and ownership for customer issues when intervention is needed.

j.To allocate calls to third parties and manage through to resolution.


k.To provide regular updates to clients for cases assigned to you


2. SUCCESS MEASUREMENTS

a.Customer faults are responded to and cleared within the required time scales


b.ISO 9000 procedures are followed at all times


c.Work with and have strong working relationships with others involved in call handling


3.RELEVANT EXPERIENCE, KNOWLEDGE & TRAINING REQUIRED TO PERFORM THE ROLE


Essential

Knowledge of Helpdesk database systems

Good knowledge of Excel, Outlook and Word

Good telephone manner

Excellent written skills and report writing experience

Experience working in a similar role for a telecoms company / network provider.