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  • Job Type: Permanent
    Location: Bracknell
    Job ID: 90033
    Company: SCC

    Job: Support Services Administration & Quoting

    Overall Job Purpose
    To provide call management/operational support functions around SCC’s distributed client base. It is meant to be carried out accurately, within the timescales, using the agreed procedures and guidelines.

    Main Duties
    • Call logging for secure accounts – To ensure all new requests are logged and actioned accordingly within the set guidelines.
    • Chargeable for secure accounts – To issue quotes pertaining to chargeable T&M work for Distributed Services.
    • Warranty Checks – To validate model and serial numbers for warranty entitlement, using manufacturers systems.
    • Customer System Administration – The updating of ticket information in customer systems, where applicable and provide cover for onsite admin.
    • Exception coding – To review all failed calls and determine point of SLA failure and attribute to the relevant team.
    • Mitigation Assistance – To assist the customer management team in identifying any failed calls that we may be able to mitigate and bring back into SLA due to terms of the contract.
    • To assist the refresh Analyst with appointment duties.
    • Other reasonable administration tasks carried out within the department.

    Skills, Experience, Knowledge
    • Microsoft office skilled in EXCEL/WORD AND EMAIL
    • Proven inbound and outbound telephony experience.
    • Security Cleared to SC level, or capable of obtaining such clearance.
    • Flexible working – shift patterns.
    • 2 years previous experience of working in a service centre administration role.