.Tunstall was the first to develop alarm systems for older people and has continued to lead the market ever since. With a team of almost 3,000 employees operating in 17 countries across the world, Tunstall works with health professionals and social care providers daily, to provide support to help manage long term health conditions and provide person-centred care.Tunstall has pioneered the use of technology to enable independent living, supporting more than five million people and their families across the world. Through our regional response centres this enables us to develop digital solutions that enhance independent living and improve efficiencies in clinical care.Salary – £18,135Monday to Friday 9am - 5pmBenefits:· Up to 9% combined pension contribution· 25 days holidays + bank holidays· Free eye tests· Cycle to work scheme· Retails discounts· Subsidised canteen· Free car parkingWe have an exciting opportunity for you to join us at Tunstall as a Customer Support OfficerMain Purpose of Role:The Customer Support Officer is responsible for a range of duties encompassing call handling and administering engineers' daily activities.The Customer Support Officer takes a variety of incoming calls ranging from fault reports to general enquiries. It is their responsibility to handle these calls in a timely and professional manner, bringing the calls to a successful conclusion in line with the Customer Satisfaction Centre's key performance indicator targets, processes, and procedures.The Customer Support Officer is also responsible for efficiently and effectively allocating work to field engineers based on resource availability, ensuring work is responded to within contractual Service Level Agreements.Principal tasks and responsibilities:Working within a team of 20 CSO's handling an average of 7500 incoming calls each month from local authorities and councils reporting faulty equipment, chasing existing work, requesting new installations and general enquiries.Meeting departmental KPI's: > 80% calls answered in 30 seconds, Ensuring all requests are logged on an in-house ERP system with correct and accurate information.Coordinating engineer leave requests and creating daily and on-call working rosters based on availability.Ensuring at least 85% of requests are responded to within SLA by efficiently and effectively planning the engineer resource and workload.Liaising with third parties where subcontract labour is used for specialist work or in remote areas of the UK.Creating preventative maintenance visit schedules and booking appointments in line with contractual obligations.Utilising an appointment booking system to manage the attendance of engineers to Managed Service requests, return visits and visits where access restrictions are in place.Exception handling of service visits, progressing them to completion.Administration including processing an average of 4500 emails each month.Producing quotations for chargeable work
