JOB SUMMARY
The jobholder will be primarily involved in maintaining a high standard of helpdesk service, meeting the agreed specification. Ensuring all calls are answered promptly, courteously and in accordance with agreed operational targets.
MAIN DUTIES AND RESPONSIBILITIES
MAIN DUTIES OF THE POSITION
- Ensure all calls are answered promptly, courteously and in accordance with agreed operational targets.
- Adhere to the Company’s and Trust procedures and systems as laid down in the current Manual.
- Adhere to the Company’s and Trust policies on equal opportunity and fair employment.
- Attend any training or meetings as required.
- Maintain efficient and accurate records for quality and cost control and personnel in line with best practice management.
- Develop good relationships with hospital staff in order to ensure satisfaction with our services, commitment to our long-term presence and the further extension of our business within the hospital and other hospitals.
- Monitor and report on telephone answering performance with particular regard to agreed operational targets and identify, investigate and recommend potential improvements to the service to the Key Account Manager or Estates Manager.
- Investigate and report on all complaints relating to Estates and Helpdesk activity ensuring all matters are dealt with appropriately to meet a satisfactory conclusion.
- Report any other problems on any service carried out by ISS to the appropriate manager.
- Maintain an effective administration in accordance with the Company’s Operational Systems.
- Report any mechanical or safety defects and need for repairs for immediate action.
- Undertake any duties/project as requested by either the Key Account Manager or Estates Manager.
- Provide support to the Management Team as required.
- Provide statistical reports (including KPIs) as required.
- Ensure that all requests / tasks are duly carried out by the relevant department.
16. To liaise and communicate with the Estates Officer on the management of work loads in line with the performance monitoring system.