Call Centre Administrator

Overview

Frontline support for maintenance contracts, handling calls, scheduling engineers, and customer service.

Key Responsibilities

• repair logging
• job coordination
• engineer allocation
• complaint resolution
• customer liaison
• on‑call support

Tasks

-Capture and record repair details, location details, customer details, a description of works carried out and the stock used -Liaise with customers and maintenance engineers regarding job information and updates -Recording accurate information in a timely manner for all external and internal calls -Liaise with engineers to confirm availability and job completion timelines -Allocate engineers, based on skills, availability, and locality to ensure we meet appointment times and minimise travel and downtime -Manage customer complaints and issues, ensuring swift resolution and maintaining customer satisfaction or escalating where necessary -Contact clients, tenants and engineers when required regarding job information, orders and deliveries keeping them informed of repair timelines and delivery expectations -Participate in the on-call rota actioning out of hours calls (usually 1 week every 4/5 weeks (details explained to shortlisted applicants)

Requirements

• organisational
• ms office
• communication
• contract administration
• agile
• problem solving

What You Bring

-Strong organisational skills with the ability to manage multiple tasks simultaneously and prioritise effectively -IT literate with proficiency in in MS Office (Word, Excel, Access) and have the ability to learn new systems quickly -Excellent communication skills gained within a customer focused capacity and confident communicating with clients, residents, engineers and management effectively -Good understanding of geographical areas and travel time/best routes -Adaptable and flexible to deal with fast changing situations and environments, an agile mindset -Ability to work under pressure, managing challenging situations calmly with problem/decision making skills -Practical experience in contract administration/call centre environment or similar, ideally within the gas/maintenance sector

People Also Searched For

Benefits

-Sureserve Benefits Hub, accessing over 1000 retail discounts -Weekend cover is paid x1.5 hourly rate and office based. -“Sureserve Legends” – celebrating the fantastic ways in which our employees live our values -Be flexible in your working hours to support the delivery of the contract -£26,208 per annum -EV Car Scheme -Strong opportunities for career growth and development -Bike2Work Scheme -Virtual GP service, available for employees and immediate family -Contributory pension scheme -Enhanced maternity, paternity, adoption leave and other family friendly policies -Employee Assistance Programme (EAP) -20 days + Bank holidays (service based increasing holiday scheme) -Life assurance -Employee engagement events and “Employee Voice” programmes

About Sureserve

-Delivers reliable energy efficiency services across the UK. -Specialises in energy management, compliance, and asset maintenance. -Focuses on optimising energy use and ensuring regulatory compliance for clients. -Works with a broad client base, from local authorities to major utilities companies. -Renowned for expertise in providing turnkey solutions for energy efficiency and environmental control. -Has completed diverse projects, including residential refurbishments and industrial energy upgrades. -Utilises innovative technologies to drive energy savings and sustainability. -Strong presence in both public and private sector projects across the UK. -Regularly involved in large-scale infrastructure projects focused on reducing energy consumption.

Sector Specialisms

Security Clearance

-eligibility checks with a third party -right to work verification in the uk -dbs background checks