Service Call Handler

  • Location: Mansfield, Nottinghamshire
  • Job Function: Technology
  • Job Type: Full-Time

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Job Description

Job Title : Service Call Handler

Goals and Objectives

The Service desk call handler will be responsible for logging all faults from customers via emails, telephone and online portals. The objective of the call handler role is to provide first line support to internal and external customers.

Key Duties / Responsibilities – Other duties may be assigned.

  • Responding to inbound service inbox emails within a timely manner (SLA’s to be given)
  • Logging all faults from customers via telephone, emails and online portals and fully understanding the SLA’s of each customer
  • Dealing with all requests from suppliers via service inbox.
  • Frequent handling of inbound service calls ranging between 60-100 inbound calls per day.
  • Daily/Weekly checks on customer portals updating jobs in line with customer SLA’s.
  • Weekly updates on excel for key clients on open calls

Please note duties may vary and change throughout the role to accommodate new customers, and changes within the business but will all be within the capabilities of an administration function.

Candidate Requirements

Qualifications/ Experience/Knowledge:

  • PC literate, word, excel, capable of working on in house systems (CASH for Windows – training will be given where required)
  • Experience of working in the electronic fire and security industry would be of benefit, but is not essential.
  • Experience in a finance / procurement/ projects function previously desirable.
  • Previous experience of working in a busy office environment would be of benefit, working to strict deadlines, providing excellent customer service for both internal and external customers is critical.
  • The candidate should be able to demonstrate good administration organizational skills along with the skills to adhere to procedures with the flexibility to accommodate unforeseen ad hoc last minute requests.
  • Full training will be given where required.

Personal Qualities and Behaviours:

We are looking for a hard working committed individual, who can work in a team environment willing to learn and progress, be part of a winning and successful team, with drive, motivation, commitment and the ability to work under pressure.

Mission, Core Values & Competencies embraces the company’s core values & principles in order to achieve the overall mission of the organisation. Takes personal responsibility for own career development by continually assessing and adjusting personal performance and behaviour against the criteria laid out in the organisation’s competency framework.

Applicants must be able to provide a full 5 year checkable work or back to school history. Should you be selected to attend an interview, please ensure you bring your right to work documents and a recent proof of address.

Due to the large number of applicants that we receive if you have not been contacted within 7 days of your application please assume that you have been unsuccessful.


Date Posted: 18 Aug 2022

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