Customer Service Operative 12 Month FTC

Customer Service Operative 12 Month FTC

Ref No: 0125

Closing Date: 4 April 2019

Purpose of the Role:

Reporting to the Customer Services Co-ordinator, the Customer Services Operative will be based in the Operations Office as first point of contact within Customer Services.

Key Accountabilities:

Telecoms

  • Provide first class customer service at all times.
  • Act as the first point of contact for incoming calls for Pinewood & Shepperton Studios
  • To provide customers with an easy 'one stop' telephone point.
  • Welcome, support and deal with phone enquires promptly and helpfully and direct them to the relevant personnel.
  • Open and close phone lines as per the booking notes and off hires.
  • Swap lines and create pick up groups.
  • Update the SBS with extensions numbers.
  • Update the telephone return spreadsheet for Pinewood, Shepperton and Wales for finance invoicing.
  • Take, record and pass on accurate messages.
  • Update and maintain the Mitel/ Super Directory.

Operations Support Desk – Loc8

  • Act as first point of contact for any Facility Services/ Operational issues and requests.
  • Log all maintenance work orders & defects.
  • To 'own' the clients enquiry and do everything possible to ensure the client receive the information and help needed.
  • If professional or specialist advice is required, arrange to call back at a time convenient. If any follow-up action to an enquiry is needed, obtain the information and relay back to the client.
  • Update the client on their job request.

Other

  • To provide operational support & cover in the Operations Office, Mailroom and Hub.
  • To be responsible for photocopying and the refiling of documents electronically when required.
  • Supply phone handsets to on site facilities.
  • Reporting of damage to studio facilities, fixtures and fittings.
  • Reporting security issues, such as illegally parked cars/ blocked fire hydrants etc.
  • Maintaining high standards of customer courtesy.
  • Promote Operational revenue
  • Any other duties deemed appropriate by Management.
  • Observe the studio regulations at all times.
  • Observe and comply with Company Health and Safety policy and practices.

Competencies and Qualifications:

  • Customer service driven.
  • Desirable commercial industry experience and knowledge of sector.
  • Excellent ability to work to tight deadlines and under pressure.
  • Strong team player and orientation towards teamwork.
  • Excellent attention to detail.
  • Excellent communication and confidence skills.
  • The ability to trouble-shoot problems and think laterally.
  • A natural forward planner who critically assesses own performance.
  • Mature, credible, and comfortable in dealing with Company executives.

Person Specification:

Personality:  Flexible, outgoing and friendly personality with a positive attitude for a ‘can do’ culture and approach to situations. Responsible attitude, dependable and punctual. Able to motivate individuals. Keen to develop their own skills and be a key team player.

Personal Situation:  Able to commute reliably to the office bases, Pinewood Studios and Shepperton Studios and client offices when required. Able to regularly work flexible hours as required on a rota.

Computer skills: Must be adept in use of MS Office 2010 or later, particularly Outlook, Excel and Word, Internet and email.

Literacy and Numeracy: Good literacy and numeracy skills.

Business Skills: Must be confident and professional when dealing with customers, face-to-face and via telephone/emails.