Recalls Administrator

Job Purpose

To answer all telephone calls and deal with them to a high standard and resolve in line with Ideal current policies and procedures in a professional manner.

To Deal with engineer’s requests for ordering parts quickly and effectively.

Qualifications and Experience

• Excellent Customer Service Skills
• Excellent Communication skills
• Time Management
• Experience of using computer-based systems
• Ability to enter data correctly and accurately

Job Responsibilities and Major Activities

• Responsible for scheduling recall jobs onto an engineer’s diary.
• To ring all customers daily with an update on their repair.
• The ability to problem solve.
• To liaise with outside agents that still work within the company to discuss allocation and deployment of work and efficiently assign this to them.
• The ability to handle difficult calls and situations regarding re-arranging appointments.
• To have the confidence to liaise with engineers and Divisional Service Managers regarding all types of challenges.
• Working on a service level to make sure we are within the agreement for re-attending site to undertake a repair.
• Ability to complete a variety of email tasks to be done within time constraints.
• To be able to efficiently use systems such as Service Power, SAP, and Salesforce.
• To have graphical knowledge of UK postcodes.
• To process boiler swap within the SLA and liaise with our agents to get the job undertaken.
• To understand the basic working of a boiler and the parts within.
• To have some knowledge of how a central heating system operates.