Consultant - Customer Solutions

2 weeks ago

Perth, Australia Chandler Macleod Full time

**Consultant - Customer Solutions**

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our client is seeking to engage a Senior Consultant - Customer Solutions on a temp, full-time basis for 6 months.

**Position’s Objective**

Delivers very high-quality service to the Client’s internal and external customers, including the response to and monitoring of customer reported faults and emergencies.

**Key Accountabilities**
- As a member of the Operations Centre team provides a very high-quality telephone service to the client’s customers and responds to enquiries relating to faults, emergencies, security, service and maintenance and general enquiries
- Receives and resolves escalations from external customers, field staff, field coordinators and incident managers on a range of contentious or more complex enquiries
- Monitors the performance of the client’s assets
- Identifies and analyses asset faults and despatches these for appropriate action and resolution
- Monitors the effectiveness of service delivery activities
- Prioritises, schedules/allocates service, fault and maintenance requests in accordance with established business rules
- Conducts first pass allocation of planned operations and maintenance work as required and agreed
- Provides an effective response to assist in the identification, response and recovery to incidents emergencies in accordance with formal Incident Management Plans, Contingency Plans and operating procedures
- Provides input and suggest solutions to Operations Centre process and service improvements
- Maintains databases as required
- Writes and communicates service and operational instructions, writes reports and incident debriefs

**Experience**
- Relevant experience in customer service, operations, maintenance, or technical business environment of a service utility to enable competent performance in an Operation Centre environment where Call Centre best practice and operational servicing systems and processes are practiced
- Competencies in the use of MS Office products especially Word, Excel
- Field practice in operations, maintenance, construction, water and wastewater treatment, water quality, environmental protection, occupational health, and safety
- Incident Management principles and practice
- Relevant key performance indicators and their relevance to the day-to-day operation of the Operations Centre and all Service Delivery areas
- Customer Service principles including best practice in a Call Centre environment, causes of customer complaints within a service delivery environment

**Desirable Criteria**
- The position may be required to work shift duties. In this case the occupant must have the required attributes to work in this environment, be flexible and able to effectively balance demands of a work and private nature.

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