Job Summary
To liaise with customers and other internal and external stakeholders in order to manage escalations, complaints and issues which arise out of the day-to-day business to successful outcomes.Â
Overview of Responsibilities
- Manage incoming communication, which can be via e-mail, telephone, etc, from any external stakeholder such as a customer, client, local authority, etc.
- Proactively identify and understand the issue(s) and ensure they are suitably logged and detailed within the salesforce system and any other system which may be required. Â
- Escalate 2-hour resolution jobs as and when required. Â
- Day to day management of escalations inbox. Â
- Answering calls from escalation number.Â
Experience/Knowledge
- Excellent interpersonal / communication skills. Â
- Self-motivated and thrives in a busy working environment. Â
- Results orientated. Â
- Able to cope with pressure and remain calm. Â
- Awareness of customer satisfaction for both internal and external sources.Â
Skills
- Excellent Administration Skills. Â
- Good organisational skills.
- Team working and leadership. Â
- Experience in a customer facing environment, with responsibility for customer service excellence. Â
- IT literate, excellent computer skills with Intermediate level MS Excel & MS Office skills. Â
- Excellent administration skills, with a ‘quick to learn’ ability.Â
Competencies
- Excellent accuracy and attention to detail. Â
- Outstanding organisational abilities with an aptitude for planning ahead and prioritising effectively. Â
- Act in the interests of the company and to responsibly identify and manage risk. Â
- Ability to work independently and manage workload, with an ability to multitask.