PURPOSE OF THE ROLE
To provide access to and information about Mouchel Group & Network Rail and related service via the telephone, email and SMS texting and other emerging technologies. To receive, resolve and record issues relating to the repair and maintenance of Network railway tracks, stations/offices. To refer, signpost or pass on (via appropriate workflow) enquiries which require specialist officers. To provide a high standard of customer service to customers contacting the Mouchel Group & Network Rail Helpdesk.
JOB RESPONSIBILITIES
- Deal with enquiries relating to repairs and maintenance of railway stations and railway offices.
- Provide information and advice about services available.
- Action service requests and resolve initial enquiries using information sources available.
- Record contact and related information for all calls and contacts.
- When necessary, refer enquiries to specialist staff as per service level agreements and agreed cut off points.
- When necessary, liaise with specialists within and others in order to resolve enquiries.
- Record and, where possible, resolve complaints in line with Mouchel Group & Network Rail procedures.
- Ensure financial procedures and regulations are adhered to in all aspects of the work.
- Record comments and suggestions from customers.
- Ensure workflow information is up to date.
- Maintain awareness of any updates regarding procedural changes.
- Work in accordance with the organisations Service standards.
- Undertake any training identified in order to ensure skills and procedural knowledge remain up to date.
- Provide support and on the job training to new members of staff and trainees.
- Carry out customer satisfaction and other surveys.
- Contribute towards the vision, values, aims and objectives of Mouchel Group & Network Rail.
- Any other duties commensurate with the post.
- Perform his/her duties in accordance with Mouchel Group’s Equal Opportunities Policy.
- To be responsible for all equipment and materials required to meet the designated tasks.
- To be responsible for the health, safety and welfare of staff, public and self in accordance with Mouchel Group Health & Safety policy statements.
- Mouchel Group operates a No Smoking Policy for all its employees.
- Ensure that the Mouchel Group’s commitment to public service orientation and care of our customers is provided.
PERSON SPECIFICATIONS
Knowledge
- Understanding of service monitoring procedures.
- Awareness of property management system
Experience
- Experience of working in a customer focused environment, either face to face or on the telephone.
- Experience of carrying out clerical and/or administrative duties.
- Experience of operating customer management and information systems.
- Experience of gathering, organising and managing information.
Technical Skills
- Ability to input and extract information from manual and computerised information sources.
- Ability to demonstrate and maintain high standards of Customer Care.
- Ability to work as an effective member of a team.
- Ability to write and speak clearly using plain English.
- Ability to communicate with people at all levels of seniority within an organisation.
- Ability to deal with complex and sensitive enquiries and complaints.
- Ability to provide procedural training to other staff.
- Keyboard and PC skills.
- Willingness and ability to work outside normal office hours, including weekends and accordance to a rota scheme as required.
Competencies
- Business Awareness
- Problem Solving
- Communicating and Presenting
- Delivering Results
- Improving Performance
- Team Working
- Building Relationships
- Developing Self and Others
- Building Confidence
- Persuading and Influencing
- (Levels to be agreed as per competency framework)
LOCATION: Rochdale
REPORTS TO: Team Leader & Manager
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