To provide the highest quality repair and maintenance service to the full range of company and third party products in an efficient and professional manner, continually meeting or exceeding given performance targets as directed by their Regional Service Manager. The jobholder shall at all times consider the needs of the Customer first and be able to demonstrate exceptional customer relation and interpersonal skills.
The Customer Service Function accounts for a significant volume of company turnover and profit.
To maintain and repair customer equipment in accordance with service level agreements/contracts throughout the UK to the required standard. The main client base provides communication systems to vulnerable members of the community, therefore availability of the communications systems is considered vital. This in turn requires a 24-hour / 365 days per year service provision utilising approximately 160 field based staff throughout the UK. There is a clear focus on fixing a problem during the first visit to a call. Technical support both to staff & customers is provided by a small technical support section. Customer training is provided by a small customer training section and by field based staff.
Field based staff are utilised to undertake small installation works/projects.
Field based staff provides a high level of technical expertise and quality of workmanship in the repair of our client’s products. The overall service provision is necessary 24 hours a day, 365 days per year. Customer expectations are continually increasing and there is a focus on fixing a fault on the first visit. Additional 'value added' services, such as preventative maintenance
checks, provide a significant proportion of service revenue. It is a fundamental requirement that these expectations can be met through the dedicated application of technical, interpersonal and customer relations skills which positively promote the Organisation in the delivery of world class service.