General Job Description:

To assist in managing the day to day running of all aspects of the Control Centre.

Performance Standard:

Ensure that approved systems are utilised and that all breakdowns are processed quickly and accurately.

Specific Tasks:

Staffing:

Identify staffing requirements.
Assist with recruitments and ensure that adequate training is provided.
To carry out appraisals and set targets for improvements.

Managing:

To assist in the Management, control and monitoring of staff to ensure that maximum efficiency is achieved and maintained.
To motivate staff using a pleasant positive manner.

Correspondence:

To assist in investigating and resolving serious customer complaints in a prompt and professional manner, ensuring a high level of customer service at all times.

Monitor Workloads and reporting:

To establish acceptable 24 hour shift patterns and ensure adequate cover is maintained.
Monitor individual performance ensuring a high level of Customer Service is provided, at all times.

Systems and procedures:

Assist with implementing, maintaining and enhancing office systems and procedures, including the design and development of new systems.
Monitor calls to ensure that approved systems are being utilised and that all controls and procedures are being adhered to.

Technical Knowledge:

Maintain a comprehensive knowledge and understanding of all products handled by the area and to assist with updating and streamlining policy wordings.

Promote Company Image:

Support management directives and generally project and promote the Company's image and philosophy.

General:

The Company may also require other general duties and/or overtime to be carried out from time to time according to the needs of the Department.