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Business Support Centre Agent

  • £11.10 per hour, Benefits: includes holiday pay
  • Posted: 22/06/2017
  • Reading
  • Job Ref: 191102889
  • Temporary

Job Details

The Business Support Centre (BSC) provides the first point of contact for all Corporate Property service related requests, and includes switchboards for two business units. BSC Agents are responsible for providing the customer with an efficient and professional service ensuring that all incoming queries are dealt with accurately and in line with quality standards.
Principal Accountabilities:
 To answer all calls and emails in an efficient, accurate and polite manner in line with quality standards
 Full accountability of all customer calls and emails, providing an end to end service, using the in house call logging database for all services provided by the BSC
 To provide customers with completion time information in relation to services, and provide customers with status updates in a proactive manner
 To ensure that all jobs are updated to ensure full audit trail of events is available and all completed jobs are closed down correctly on the Call logging database
 To identify and handle BSC "One and Done" complaints through to resolution, providing feedback to the Team Leaders with proposed preventative measures as appropriate
 To understand and meet the required grade of service and quality measures, including monitoring the dot matrix board for call queuing and grade of service
 To undertake any administrative tasks in relation to the BSC and to assist in the collation and processing of Management Information
Corporate Property Job Description Template v2 (Aug 2011)
 To work as part of a team to deliver a consistently good standard of support, to all customers
 To fully participate in all training and development, to enhance the knowledge base of the BSC
 To undertake specific duties in relation to Emergency Procedures
 To undertake any other reasonable duties
Core Competences Required:
 GCSE Maths and English or equivalent
 Customer Service and or service industry experience
 Working to targets and deadlines
 Experience of working on own initiative as well as part of a team
 Experience of managing and prioritising workload
 Customer Service qualification
 Call centre or help desk experience
 Facilities Management background