The Customer Service Function accounts for a significant volume of company turnover and profit.
The first is to maintain and repair customer equipment in accordance with service level agreements/contracts throughout the UK – the equipment varies from Tunstall to 3rd party. The 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 150 technicians/engineers based 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 the field operations technicians/engineers.
As the client base provides communication systems to vulnerable members of the community, the quality of installation work is important. Installers are currently responsible for commissioning completed schemes. Customer Service are responsible for specifying installation work and on checking the quality of sub-contractor work on completion.
Secondly spare field engineering capacity is utilised to undertake small installation works/projects, which reduces the requirement for sub contract installers.
The Fire Engineers provide a high level of technical expertise and quality of workmanship in the repair of fire detection systems. The overall service provision is necessary 24 hours a day, 365 days per year. Customer expectations are continually increasing and there is a growing 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 company in the delivery of world class service.