We have a fantastic new opportunity become available for our client who are based just outside Bishop’s Stortford. Based in a beautiful location with great facilities this company can offer you a competitive salary with a great working environment.

The working hours are 8am – 5pm, Monday to Friday (40 hours per week)

This is an integral role within the Helpdesk Team that is responsible for delivering excellence in customer service at all times, ensuring the company service delivery KPIs are being met and exceeded wherever possible.  It requires this person to be effective in call handling and management, dealing with customers, engineers and other stakeholders to ensure that quality service delivery are the top priorities.

Helpdesk:

• Responsible for constant reviewing of progress and quality of the job, analysing to ascertain whether further works are required prior to shutting down the job.
• Ensure correct certification and paperwork is received, supplied to the client and copies saved in the management system.
• Check and process engineers’ incoming reports, monitoring for any discrepancies, ensuring accuracy and relevance, reporting back to engineers or manager where relevant.
• Shut down jobs within the targets set ensuring accuracy prior to passing through for invoicing.
• Process engineers weekly timesheets and paperwork in accordance with targets.
• Process gas safety paperwork accurately and in a timely manner.
• Update all gas safety spreadsheets accordingly
• Recognise and escalate any internal issues related to sites or engineers to the appropriate person in a timely manner.

Fleet:

• Procurement of company vehicles in line with company policies and requirements, ensuring best value is obtained.
• Responsible for ensuring that vehicle audits are regularly carried out to ensure fleet is in constant good condition.
• To arrange for any defects reported to be repaired as a top priority, to include; Accident damage repairs, mechanical defects, tyre repairs & replacements, windscreen repairs, blue tooth kit repairs, other ad-hoc repair requirements.
• Arrange for all servicing to be carried out in a timely manner, in line with manufacturer Lease company guidelines
• To deal with emergency situations where a vehicle may be un-driveable (e.g. breakdowns, accidents, lockouts) as a top priority as soon as the issue arises, regardless of other priorities.
• To ensure all fleet vehicles are appropriately sign written at all times
• Liaise with insurers as necessary to report and progress insurance claims in a timely manner, including the excess insurance.
• Ensure that the company MID Insurance database is kept up to date when any vehicles are returned or new vehicles obtained within 5 days.
• Ensure that the congestion charge website is kept up to date, and that all temporary vehicles are paid for.
• Arrange for necessary vehicle valets as appropriate when vehicles are swapped or new engineers start
• Ensure each vehicle has the appropriate, within date tax disc at all times
• Manage the fuel card system, ensuring each driver has the appropriate card and that records are maintained and closely checked to ensure no discrepancies.
• Maintain accurate records of all fleet related items until sing Solarvista, ensuring this is kept current up to the minute, including but not limited to:

• Current fleet vehicles and changes
• Mileage records, Fuel card records, congestion charge records
• Vehicle repairs and servicing records
• Company driver licence checks, 'How's my Driving' service
• Company MID Insurance Database updates

• Monitor expenditure of every area within the Fleet scope to ensure budgets are adhered to
• Responsible for the maintenance and championing of excellence in customer service at all times.
• Ensure that all incoming communications from all stakeholders are handled quickly and efficiently, ensuring any issues are escalated to the correct resource where necessary.
• Effective logging and management of all jobs onto the service management system as required, ensuring that any relevant information is obtained and recorded as necessary.

If you have the relevant skills and experience for this role please apply.