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First Response Unit (FRU) Trainee Technician

Reporting to the FRU Team Manager, the FRU Technician is responsible for the effective management of new event notifications reported to the Transportation Claims Ltd (TCL) call centre

Core Responsibilities:

  • To ensure all new telephone notifications are dealt with in accordance with TCL (SOP's) standard operating procedures and KPI's, in a proactive, efficient and effective manner.
  • Maintain a consistent approach to inbound and outbound call handling. Being proactive whilst achieving delivery of world class customer service.
  • Ensure full compliance with agreed best practices as laid out by TCL Management and the FRU Team Manager.
  • Assess liability and deal with all calls within your authority levels.
  • Plan and manage your own workload, ensuring maximum quality and excellent throughput.
  • Ensure operational excellence by adhering to best practice in all claims and administrative processes.
  • Escalate all queries beyond your technical and/or authority levels to your Team Manager.
  • Assist with any other tasks / projects, at the request of your line manager and / or the TCL Management Team
  • Adhere to all FirstGroup and TCL policies and procedures.

Performance judged by:

Team targets:

  • Number of fully completed CNA's
  • Timeliness of calls answered
  • Number of calls lost
  • Number of calls taken per hour / per day
  • Integrity of data recorded
  • Benchmark scores, audit results and data analysis from telephone reporting system
  • Overall customer satisfaction – measurable by customer feedback

Own performance measures:

  • Performance within individual and team KPI's
  • Number of proactive captures
  • Internal & external audit findings
  • Attendance and punctuality

 We are looking for someone who can display:

  • Excellent telephone manner.
  • Excellent customer service skills.
  • Literacy and numeracy skills are essential.
  • Demonstrable ability to listen, empathise and engage with staff and customers alike.
  • Excellent time management and organisational skills.
  • Good communication skills and ability to assimilate information quickly.
  • Ability to gain information, with clarity and consistency ensuring service standards are adhered to at all times.
  • IT literate.
  • A flexible approach and be willing to work within designated shift patterns.

 If this exciting position sounds of interest to you, apply today!

FirstBus welcomes applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation or age. We aspire to be a diverse and inclusive organisation because we believe that diversity brings benefits for our customers, communities and our people. Valuing our differences and drawing on our collective knowledge and experience helps us develop new services, open up new markets and broaden our customer base.

Close map
TCL - Reading
Abbey Gate, 57-75 King's Road, Reading, Berkshire, United Kingdom, RG1 3AB
  • Ref:
  • Company:
    First UK Bus
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    TCL - Reading
  • Closing Date:
    8 July 2021
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