Job Description

Why ABCA?

Here at ABCA Systems Ltd, we strive to be the very best at what we do, both in the eyes of our customers and our colleagues. We believe close working relationships are the key to success and satisfaction. We are a team, we believe in one another and support one another as we work together towards a common goal. We believe investing in our employees is fundamental to success and growth. You will discover new opportunities, take ownership of important initiatives, learn at a fast pace and become part of the ABCA family.

Job purpose

If ABCA sounds like the right place for you, we would love you to join our team within the Service Department. The purpose of the role will be to support an allocated team in providing first class service delivery to our clients. You will be working together as part of a regional team to ensure the success of the region; this may include ad hoc duties to assist with the running of the region issued by the Regional Supervisor, or Customer Service Manager.

Duties and responsibilities

• Management of new calls received through to resolution including allocation to correct engineers, both in terms of skillset and geographical location.
• Strong organisational skills with ability to manage both new orders and work in progress, through to resolution.
• Handling of follow ups which are ready for rebooking; confirming mutually agreeable appointment with scheme managers, tenants or contract managers.
• 1st line handling of calls from engineering team and other internal staff members in regards to appointments and job updates.
• Dispatch of engineers calls to PDA
• Management of overdue calls on CASH diary system.
• Answering of telephone enquiries for their region.
• Daily Management of emailed enquiries for new faults including receipt of new works orders and customer/internal enquiries, and ensuring all emails are actioned as required on a daily basis.
• Checking of live calls for duplicate or contradictory information and clarifying with customer/staff member as required.
• Responding to other customer/internal requests as required, or forwarding the information to the correct department, confirming actions taken with the person enquiring.

Qualifications and Experience

• Min Grade 4 (C) Maths
• Min Grade 4 (C) English
• Previous experience within a similar role
• Strong geographical knowledge of UK with a good understanding of logistics, traffic management and route planning.

Personal Attributes

• Professional and positive approach
• Self-motivated
• Strong in building relationships and able to communicate at all levels
• Team builder and able to work on own initiative

Company Benefits

• Employee Assistance Programme
• Mindfulness and/or meditation apps
• Employee Discounts (supermarkets, eating out, clothes, gyms etc.)
• Doctor Care Anywhere (24/7 access to an online GP and prescription service)
• 23 days’ holiday excluding bank holidays, increasing to 25 days.

Other Information

This is a permanent role we are offering based in the Tower Hamlet Office.

The rate of pay we are offering is £11.75 - £13.82 per hour depending on experience, based on a 40 hour working week.

Application information

If you would like to apply, external applicants should submit their CV’s via indeed. If you are a current employee of ABCA Systems, you should complete ASLGN157 Internal Application Form via the staff intranet.

Job Types: Full-time, Permanent

Salary: £11.75-£13.82 per hour

Benefits:

• Company pension
• Employee discount
• On-site parking
• Referral programme
• Wellness programme

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work Location: In person

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