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Job Title: Call co-ordinator job based in Cardiff

Salary: Competitive

Employer: Vista Retail Support

Location: Cardiff

Job Category: Customer Service

Contract Type: Full-time

Job Description

To co-ordinate and manage all field service engineer visits to customer sites and to ensure that they provide the level of service required to meet the contractual requirements of the customers.

You can apply for this role by emailing us at hrsupport@vistasupport.com or by clicking the Apply Now button. Please attach a copy of your CV and tell us in your email why you would be perfect for the job.

Vista Retail Support’s Mission

To be the partner of choice for the provision of technology services in the UK

To deliver on our commitments to all of our customers both external and internal

Create a great environment where Vista people become the best they can be and are able to discover for themselves and educate others in the field of technology support

Vista Retail Support’s Values

– To do the best we can for our business, our customers and our colleagues

– To demonstrate honesty, integrity and flexibility in all that we do

– To be transparent in our operations

– Respect our environment

– Return value to our shareholders

– To be committed to our people

– Information Security Profile: MEDIUM

– This role will be privy to some confidential and sensitive information and as such the individual undertaking the role will be expected to treat this information as sensitive discussing it only with those people who have the necessary authority.

Main Tasks and Objectives

Provide telephone and email service for the Vista Retail Support contact centre 8am – 7pm Monday to Friday, Saturday 8am – 5.30pm and Sunday 9am – 5pm on a rota basis.

Co-ordinate field service engineers’ visits to customer sites and escalate service requests to the appropriate team or organisation.

Complete call incident reports, detailing field service engineers’ involvement in sensitive calls for management and customers as required.

Update and maintain the company database.

Complete daily shift handovers to pass issues to colleagues and shift engineers.
Take an active role in streamlining processes and improving customer service.

Outcomes and Deliverables

– Customers receive a professional service and feedback is positive.

– Calls are prioritised and organised to meet Service Level Agreements.

– All geographical areas are covered with minimal missed calls.

– Positive internal relationships are achieved.

In addition to the above duties the post holder must be prepared to undertake such additional duties which may result from changing circumstances.

All staff are expected to comply with all VRS Ltd management systems and procedures and conform to the requirements of all standards and certifications held by Vista Retail Support Ltd.

How to apply

You can apply for this role by emailing us at hrsupport@vistasupport.com or by clicking the Apply Now button. Please attach a copy of your CV and tell us in your email why you would be perfect for the job.

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