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Work as part of the operational support and demand team to ensure teams are correctly resourced, including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis. This role requires you in the office Monday - Friday, 8:45am to 5:15pm.
While everyday day will offer a different challenge your core responsibilities will be to:
- Assist with the availability of Advisors using the telecommunication application to review individual codes.
- Maintain an abandon call rate of below 0.80% and an SLA target of above 99%.
- Maintain service metrics by ensuring work is queued and assigned correctly.
- Assist the Leadership team with daily, weekly, monthly, and quarterly reporting.
- Ensure annual leave is agreed within the departmental cap.
- Take inbound calls to reduce the over-flow and abandon rate for the team.
- Listen to the customers' needs and set call-backs within a timeline.
- Set the expectation for Super Service by letting the client know timeframes.
A solid customer service background with help you thrive in this role, alongside:
- Excellent organisational and decision-making skills.
- Excellent working knowledge of Microsoft office suite.
- Ability to thrive in a fast-paced environment.
- Highly customer service oriented with a focus on service delivery.
- Positive individual with great communication skills at all levels.
- Ability to deal with detail, be methodical, analytical, and accurate.
- Being a Team player with a can-do attitude.
47968CHR2
INDHIN
