Multi-Skilled Agent MSA - Customer Service

The MSA will offer a proactive and customer-focused service to clients managing the full lifecycle of customer requests and issues related to our service provision. This role ensures seamless communication between customers, engineers, and internal departments, delivering efficient solutions and high-quality service from the initial inquiry to completion of works.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a Multi-Skilled Agent with Bellrock, you’ll do it by…

• Act as the primary point of contact for all customer-related inquiries and service requests.
• Manage the entire customer journey, ensuring smooth coordination from request initiation to resolution and follow-up.
• Log, track, monitor and update Job Logic/Concerto systems and client web-based portals..
• Raise new jobs in the systems from details taken from client portals, customer calls and purchase orders.
• Promptly respond to client, supplier, sub-contractor and engineer communication.
• Provide regular updates to clients on the status of their requests and ensure all service level agreements (SLAs) are met.
• Efficiently schedule work with engineers and subcontractors ensuring job orders are efficiently and effectively planned to optimise labour resources.
• Jeopardy manage reactive orders ensuring SLAs timescales are realised.
• To be responsible for checking all associated documentation and job costs to ensure works are capable of being billed without queries.
• Liaise with customer site and scheduled Engineer to arrange access for jobs, and keep customer informed of any changes to the job schedule.
• Request client uplifts and create quotes/estimates for client approval based on appropriate methodology.
• Process purchase orders for engineers.
• Place orders with suppliers for materials, plant and hire.
• Manage unplanned changes to job scope or schedule and keep customer informed of job status either through direct contact or use of client-specific portals.
• Liaise with Engineers to ensure they have the right information and equipment to complete jobs correctly first time, and contribute to keeping them accountable for closing out jobs correctly.
• Generate reports on service performance, customer feedback, and request status for management review.
• Proactively identify recurring issues and suggest improvements for better customer experience and operational efficiency.
• Coordinate with internal teams for technical advice when necessary.

What does it take?

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Multi-Skilled Agent, you’ll need…

• Excellent communication skills, both verbal and written.
• Excellent administration skills.
• Competence in Bellrock general applications including MS, Concerto, Joblogic, email and phone interfaces.
• Knowledge of health, safety, and compliance regulations.

Your core qualities and attributes

• Capable of critical thinking and prioritisation.
• Friendly courteous manner.
• Great teammate.
• Attentive to detail.
• Calm under pressure.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Problem-solving skills with a proactive approach to resolving issues.