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Role and responsibilities

  • Support timely and satisfactory resolution of customer enquiries in line with department KPI targets, all of which are to be monitored by the staff member and the department manager.
  • To deal efficiently with customer queries, complaints, and warranty/service issues.
  • Confirm engineer visits with clients.
  • To provide a basic standard of initial technical support or escalate technical call backs through the appropriate company expert and logged through the company database
  • Manage customers expectations and keep informed of actions and progress in relation to cases.
  • Support the Planning and tracking of engineer visits to resolve defects, inclusive of travel and hotel arrangements and specialized equipment to support the visit utilizing the most cost-effective method.
  • Liaise with customer regarding health and safety on site and provide all relevant documentation to provide risk and method statements to support site visits.
  • As part of a team, when required- take ownership of incoming calls into the company via the main telephone line, ensuring all clients are given a good impression of VES customer service, and calls are allocated to the correct departments quickly and efficiently.
  • To ensure all relevant documentation and digital information is up to date and relevant to each service requirement using D365, network documentation and Axapta.
  • To promote feedback to customers and QA through detailed reports and service files to prevent recurrence of faults.
  • Administer invoice when works are deemed non-warranty or if quotation requested then raise via D365 for sales to quote as required.
  • To Maintain the company database through accurate data input.
  • Provide holiday and sickness cover for other members of the department.
  • Any other duties deemed appropriate by your Line Manager.

Require GCSE English and Maths A-C or equivilent 

Good understanding of Microsoft Applications

Previous customer service experience


Please send CV & Cover letter toL

Sam Burchett

HR & Talent Manager