Engineering Call Management Operative

Career opportunity

Department: Engineering
Location: Franklin Court
Reporting to: Maintenance Call Management & Sales Operations Supervisor

Job summary:

To deliver exceptional customer service by being a vital link between our customers and engineering, working within agreed Service Level Agreements and providing a seamless experience from call logging through to closure.

Key result areas:

  • Take ownership and responsibility for raising all hardware maintenance calls.
  • Ensure customer calls and emails are responded to promptly and efficiently.
  • To progress and manage all calls through to a satisfactory conclusion, ensuring where appropriate that all relevant parties are fully informed.
  • Ensure all priority one calls are updated within 30 minutes of the call being raised.
  • To establish and maintain high levels of call ownership.
  • To effectively manage distribution of calls.
  • To ensure regular and accurate updates on calls.
  • To proactively monitor calls, ensuring the call rate is at an acceptable level.
  • To ensure engineer locations are always up-to-date.
  • To ensure an even distribution of workload for field engineers.
  • To establish an excellent working relationship with external customers, ensuring that their issues and requests are dealt in a diligent and timely manner.
  • To liaise with Blue Chip field engineers to assist them with their delivery of exceptional customer service.
  • To ensure service level agreements are met and monitored
  • To recognise and understand when to escalate issues in a timely and appropriate manner.
  • Raise site survey documentation where necessary.
  • Raise health checks where necessary.
  • Liaise with our 3rd party maintenance suppliers, managing calls through to completion.
  • Engage with the appropriate departments when T&M calls are requested
  • Maintain the engineer stand-by rota where appropriate.
  • Produce service reports where required.
  • To partake in the training of other members of staff as required.
  • To establish a quality working relationship with all internal customers, ensuring their requests are dealt within in and flexible and efficient manner.
  • To identify and implement service improvements.
  • To perform any other duties or projects as requested by your line manager.
  • To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018.

Key personal requirements:

  • Excellent customer service skills
  • Excellent communication skills at all levels
  • Ability to make decisions own your own initiative
  • Ability to take ownership of issues and manage them proactively to successful conclusion
  • Ability to build and maintain effective working relationships
  • Ability to organise workloads effectively, particularly during peak and trough periods
  • Ability to innovate, adopt and implement new ideas
  • Strong team player
  • Computer literacy
  • Good UK geographical knowledge
  • Flexibility, open to change and able to multi-task
  • Passion and commitment to engaging with customers and stakeholders
  • Positive and enthusiastic, even when faced with challenges
  • Willingness to collaborate with all departments

If you’d like to apply, click the button below.



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