Current Vacancies

Objective of the Role

To respond to all incoming telephone calls in a polite and efficient manner to ensure the highest level of customer service in line with the company standards.

Hours
Shifts based on a 35 hour week – between the hours of Monday to Friday 08.00 – 20.00, Saturday 09.00 – 19.00 and Sunday 10.00 – 18.00

Main Duties

• To answer incoming property, motor and medical assistance telephone calls.
• To provide the caller with all relevant information and services.
• To dispatch assistance work to the appropriate network contractors or recovery agents.
• To make follow up telephone calls on all property assistance cases to establish customer satisfaction.
• Make follow up telephone calls to the recovery agents to confirm fault and outcome before closing all motor assistance files.
• To ensure that all client information is simultaneously entered onto the database.
• To handle claims notifications and out of hour customer service calls for Corporate clients and their customers.
• To perform such administrative tasks as appropriate to your files/calls.
• To inform the Supervisor/Manager of any calls that may become problematic.
• To carry out additional duties and ad hoc projects as requested by the Supervisor/Manager.
• You will also be responsible for the following;

Health & Safety

• To ensure that your work area is kept safe and tidy at all times.
• To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees.

Training

• To advise your supervisor of any areas of work which you feel require you receive any additional training.
• Be available for training on new schemes/policy changes and skills as required.

Quality Management System

• To work as a member of a team within the quality system and follow all documented quality procedures and instructions.

Key Performance Areas

• To work towards achieving 100% on all Key Performance Area targets set for the department.

Appraisals

• To actively participate in and contribute towards the monthly team meetings and one-to-one assessment sessions and the annual appraisals.

PERSON SPECIFICATION

ASSISTANCE CO-ORDINATOR

Education/Training/Qualifications

Essential:

• Good standard of general education
• Successfully completed Leaving Certificate

Special Skills & Knowledge

Essential:

• Experience of working in a quality customer service environment
• PC Literate
• Excellent telephone manner
• Good typing skills

Aptitude & Personality

• Able to communicate clearly and concisely
• Flexible
• Outgoing
• Diplomatic
• Patient
• Calm
• Able to work under pressure

Job title: Roadside Technician

Reporting to: Network Support Manager

Department: Technical Operations

Objective of the Role

To provide a professional, effective and quality roadside assistance service to our clients' customers.

Hours

Hours of work will equate to no more than a 48 hour working week, averaged over a 17 week reference period in compliance with the Working Time Directive in force as at this date. However, due to the nature of this role hours may vary in line with the needs of the business.

Main Duties

• Roadside Assistance and Repair
  To attend all breakdowns as requested by the Operations Centre within the requisite time period. To effect all repairs efficiently, competently, and to the correct standard. To maintain and develop skills in all aspects of repair, service and maintenance. To make full use of all equipment and training provided to ensure maximum roadside repair rate. To inform the Operations Centre of the outcome of each job to request further assistance if required.
• Customer Service
  To ensure that the service provided to the customer is of the highest standard in keeping with the brand image and the company’s standards.
• Vehicle Maintenance
  To ensure that the Customer Service Vehicle is correctly maintained and serviced, and to ensure this is done at a time which minimises ‘down time’. To ensure that the interior and exterior of the vehicle are clean and tidy at all times that all parts and equipment are on board.
• Stock Control
  To ensure that stocks of required parts and tools carried in the Customer Service Vehicle are at maximum levels at all times and to monitor parts usage to ensure the correct levels are maintained. To proactively manage parts stocks in line with the real requirements.
• Telephone Assistance
  To provide, when requested, technical assistance on the telephone to Recovery Operators, Customers and Operations Co-ordinators.
• Administration
  To ensure that all paperwork and procedures relating to the vehicle, parts and assistance is completed in a timely manner. To ensure all warranty and goodwill procedures are followed.

You will also be responsible for the following:

• Health & Safety
  To ensure that your work area is kept safe and tidy at all times.
  To abide by the Safety, Health and Welfare at Work Act 2005 (which consolidates and updates the provisions of the Safety, Health and Welfare Act 1989, and the Safety, Health and Welfare at Work (General Application) Regulations 2007.
  To notify the Company Health & Safety officer or the Managing Director of any Health & Safety issues which may cause harm to fellow employees.
• Training
  To advise your Manager of any areas of work for which you require any additional training.
• Quality Management System
  To work as a member of a team within the quality system and follow all documented quality procedures and instructions.
• Key Performance Areas
  To work towards achieving 100% on all Company, departmental, team and individual key performance targets.
• Appraisals
  Participate and contribute towards individual annual appraisals, team meetings and regular one-to-one assessment sessions.
• General
  To manage or assist with relevant ad-hoc projects as required by your line manager.
• Regulatory
  To work within and be compliant at all times with all relevant regulations and legislation applicable to the role.