Operational Support Desk Call Handler - BANK

www.findapprenticeship.service.gov.uk - Jobboard; Otterbourne; On-site; GBP 22,000 - 28,000; Full time

Job summary

A major support service provider in Otterbourne is hiring an Operational Support Desk Call Handler. This role involves providing efficient support via call handling and email, effectively managing customer queries, and ensuring excellent service delivery. Strong communication skills, typing accuracy, and the ability to handle challenging situations are essential. The position also requires adherence to performance targets and active participation in team efforts to improve service quality and efficiency.

Qualifications

• Ability to handle challenging calls with professionalism.
• Experience in customer service and conflict management.
• Proficient in using ICT and telephony equipment.

Responsibilities

• Provide support desk service via call handling and email.
• Record requests and issues for effective resolution.
• Communicate with stakeholders through various mediums.
• Maintain performance targets based on KPIs.

Skills

Effective communication

Customer service

Conflict management

Typing speed and accuracy

ICT proficiency

Tools

Telephony equipment

Various software packages

Job description

Operational Support Desk Call Handler - BANK

1. To provide an effective and efficient support desk service via call handling and email administration, including issues related to vehicles, equipment, event vehicle requests, ID Card assignment and reassignment, out of hours estates faults, and out of hours sickness calls.

2. To receive and accurately record all aspects of requests or issues reported to the Operational Support Desk, including response times, actions taken, and resolution times. Accuracy and speed in typing are essential to ensure all key information is recorded for effective issue resolution.

3. To communicate professionally with internal and external stakeholders via telephone, email, SMS, online instant messaging, and web-based chat as required.

4. To deliver excellent customer service consistently and contribute to departmental service delivery targets and frontline operations.

5. To provide protocol-driven guidance to service users using manuals, process guides, handbooks, and training materials.

6. To liaise with other departments and agencies to facilitate fault and issue resolution.

7. To work independently without supervision but seek guidance when necessary.

8. To follow guidance from Operational Support Desk Logistics Coordinators when advising service users about vehicle or equipment issues.

9. To escalate serious incidents, accidents, and issues to supervisors or managers.

10. To report serious Ambulance Vehicle Incidents involving injury, fire, or theft to management and relevant authorities.

11. To authorize and coordinate external recovery and repair services, considering costs, reliability, and time constraints.

12. To liaise with frontline crews, clinical equipment teams, workshops, garages, and contractors to minimize downtime and ensure swift fault resolution.

13. To coordinate weekly vehicle bookings for services like MOT and Deep Clean, and communicate this to relevant departments, ensuring data is stored securely.

14. To be flexible with workload and adapt to changing priorities and urgent requests.

15. To utilize ICT, VDU, and telephony equipment effectively, including wearing a headset at a desk.

16. To use standard keyboard skills and multiple software packages efficiently.

17. To ensure operational equipment functions correctly and report faults promptly.

18. To handle challenging calls professionally, employing conflict management skills to de-escalate situations.

19. To maintain good working relations with all service contacts internally and externally.

20. To assist in coaching and mentoring new or less experienced team members using training documents.

21. To seek continuous improvement in service delivery, suggesting and presenting new ideas to supervisors or managers.

22. To meet or exceed individual performance targets based on agreed KPIs.

23. To participate in regular workplace assessments and feedback sessions.

24. To undertake quarterly competence assessments.

25. To attend relevant training courses and keep training up to date.

26. To actively participate in team meetings to propose innovations and improvements.

27. To complete statutory and mandatory e-learning and maintain training records.

28. To promote a safe and healthy working environment in accordance with policies.

29. To support good employee relations and effective team practices.

30. To assist with special projects as required.

31. To participate in the annual Performance Review and Development Process.