Current Vacancies Ireland

Ballyshannon (Donegal) and Navan (Meath)

25th August 2008

Remaining Open Until Further Notice

Working as part of the Emergency Call Answering Service Team (ECAS), the ECAS Operator will handle Emergency Service calls in an efficient and effective manner. They will also deliver excellent customer service in line with our Right First Time (RFT) Quality expectations. The ECAS Operator will communicate clearly and concisely, and possess the necessary, effective questioning skills to ensure that Customers are connected to the appropriate Emergency Service without delay.

€19,500

Co - Ordinator

Responsibilities will Include:
Taking ownership on all Emergency Calls.Proactively keeping up to date on all new procedures, systems and information by being attentive to and acting upon information advised.Taking responsibility for own performance and accept coaching and feedback positively in order to improve personal performance levels.

Escalating Emergency Service delays by following a set procedure. Escalating Critical Contact delays and Emergency Services queries by following a set procedure.Ensuring correct adherence to all policies and procedures at all times. Complying with the Emergency Call Answering Service Code of Conduct at all times.

Delivering excellent caller service in line with Right First Time (RFT) expectations.Presenting BT/Conduit in a positive light and being committed to caller satisfaction to meet our callers needs. Putting callers at the heart of everything he or she does and going the extra mile to deliver results where appropriate. Seeking advice and/or escalating as appropriate or if requested by the caller or Emergency Service. Delivering professional call handling activities and being an ambassador for BT/Conduit at all times.Communicating clearly and concisely, Having effective questioning skills and sharing knowledge to ensure colleagues are kept informed of any changes. Knowing the processes and where to get help when required.

Having the ability to use initiative, confident and enthusiastic about what he or she doesAccepting change as evolution and grasping this with passion and enthusiasm.Seeking advice and feedback to further enhance own skills/knowledge and behaviours, taking ownership of actions, proactively driving own Personal Development Plan and assessing own performance against objectives, and reviewing this as appropriate at regular meetings with the team manager. Accepting and learning from mistakes. Ensuring that diversity is understood, valued and that everyone is treated as an equal.Some candidates may by required to take on the below additional responsibilities

Additional Responsibilities:
ECAS performance monitoring.Escalating service performance issues by following a set procedure. Ensuring all Emergency Support procedures are fully adhered to. Reporting faults using the fault reporting procedure. Updating the ECAS event log detailing any issues and actions taken. Reporting of building problems following a set procedure.Updating time and attendance systems for ECAS operators.

Customer Service Operators
Are responsible for role modelling the expected behaviours during every interaction with callers and colleagues every day. Deliver results effectively and efficiently in a highly organised and structured environment.Deliver optimum performance through doing what we say we will and doing it Right First Time.Know what standards are expected and receive support, guidance and coaching feedback in a positive way.Take responsibility for personal performance and commit to development plans that increase contribution to the business.

Outgoing personality. Professional telephone manner essential. Highly motivated and enthusiastic individual. Team player. Ability to work to individual & team targetsStrong communication skills, both oral and writtenStrong team player, contribute to overall team performance, including support and assistance of other team membersDecisive, self-motivated and capable of good time managementAble to work on own initiativeWorks well in a high call volume environmentEndurance, resililiance & tenacity essential. Knowledge and experience of Microsoft Windows.PC Literate.

Hours:
These positions require full flexibility and applicants must be available and willing to work to a mandatory on call schedule on a pre-agreed rota basis. This rota will be supplied to candidates in advance of commencing employment. Successful applicants will be required to be within 30 minutes travelling distance from their work site when on call.

All applicants will be required to pass each of the following recruitment and selection stages in sequence.
Stage 1 – Phone Screen
Stage 2 – Online Assessments
Stage 3 – Psychometric Assessments
Stage 4 – Garda Vetting
Stage 5 – Competency Based Interview

Due to the nature of these vacancies and the sensitivity of the service being provided all applicants will need to provide written agreement and details for a Garda Vetting check to be undertaken. Candidates must be cleared by the Garda Central Vetting Unit before taking up the post. Conduit will provide a Garda Vetting form, which candidates must complete. Conduit will apply for clearance on your behalf.

Please note positions do not commence immediately. All interviews and positions will commence on a phased basis between September 2009 and February 2010.