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Fault Desk Operator / Call Centre Operator

Job Description

Do you want to join a business that puts its people at the forefront of all we do, an agile, innovative business that is leading the way in traffic solutions. Come and join us as a Call Centre Operator at Yunex Traffic (a Siemens Business) and be a part of our Contact Centre team in the Service Operations Centre.

The Service Operations Centre combines expertise from various departments to deliver a traffic management service. Within this role you will be responsible for managing faults that are reported via various means such as telephone, E-mail and fault management systems. You will also be referring to and interpreting contract information to ensure faults are appropriately managed as per individual contract requirements.

Working on your own initiative and as part of a team, you will ensure all tasks are managed and completed as per the timescales. You would be a great at communicating at all levels with customers, contract managers, colleagues and department managers.

  • Working with local service teams to mobilise appropriate responses to high priority, high profile incidents and emergency responses 
  • Ensuring that all faults are reported and despatched appropriately to support high levels of operational productivity 
  • Developing an acute understanding of our customer’s requirement in order to work in a fast paced, challenging environment 
  • Call logging & email handling from internal and external customers, including members of the public.
  • Monitoring of fault management systems and interfaces, identifying and creating faults when necessary. 
  • Follow daily schedules to ensure operation of SOC tasks are completed and acknowledged.
  • Liaise with IT and ensure all system issues are reported within good time.
  • Liaise with local service team in creation of new sites added to maintenance contracts and uploadonto fault management system.
  • Desk audits, this mandatory to ensure working space is safe

Working Pattern

This role will entail covering shifts between:

  • Monday – Friday 5:00am – 8:00pm
  • Approximately 1 in 4 weekends between 9:00am and 5:00pm (rotating around the team)

There will also be some lone working and a shift allowance of 15% on top of the basic salary is included in the remuneration package.

Our focus with the 'new normal' is working where you're most productive, with an average across Yunex of 2-3 days mobile working per week (i.e., home) where that suits the individual and role, and the remaining days, you will be working from our Poole, Dorset site.


What skills do you need to apply for this role

  • PC Skills are essential with experience of Microsoft packages advantageous
  • Experience of working within a Call Centre environment or within administration/Co-ordination and dealing with customers is highly advantageous
  • Ability to work on own initiative and as part of a team and take ownership of tasks and incidents through to completion
  • Ability to build relationships with colleagues and customers
  • Excellent communication skills both written and verbal
  • Proven ability to work well under pressure
  • Organisational and problem solving skills
  • Self-motivator who can demonstrate good initiative

How do I apply?

We are looking forward to receiving your online application. Please ensure you complete all areas, of the application form, to the best of your ability as we will use this data to review your suitability for the role.

About us

We’re Yunex Traffic. We have offices across the UK and worldwide, full of hardworking individual’s helping us to challenge the today and work towards a brighter tomorrow. We’re excited to hear that you would like to join us here at Yunex Traffic (Siemens Company). Our people love it here and we want you to be a part of helping us make real, what matters.

What else do I need to know?

Our compensation package includes a competitive salary, holiday allowance and pension. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you.

If we all thought the same, we would never think of anything new. That’s why we recruit great minds from all walks of life. We recognise that building a diverse workforce is crucial to the success of our business, therefore we encourage applications from a diverse talent pool. We are proud to announce that we have partnered with VERCIDA, the UK's largest diversity and inclusion focused careers site where all our vacancies are in an accessible format. We encourage the opportunity to discuss flexibility requirements with our applicants to encourage agile working and innovation.

#LI-LS1


Organization: Siemens Mobility

Company: Yunex Limited

Experience Level: not defined

Job Type: Full-time

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