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.
Overview of Responsibilities
1. Manage incoming communication, which can be via e-mail, telephone, etc, from any external stakeholder such as a customer, client, local authority, etc.
2. 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.
3. Escalate 2-hour resolution jobs as and when required.
4. Day to day management of escalations inbox.
5. Answering calls from escalation number.
Experience/Knowledge
1. Excellent interpersonal / communication skills.
2. Self-motivated and thrives in a busy working environment.
3. Results orientated.
4. Able to cope with pressure and remain calm.
5. Awareness of customer satisfaction for both internal and external sources.
Skills
1. Excellent Administration Skills.
2. Good organisational skills.
3. Team working and leadership.
4. Experience in a customer facing environment, with responsibility for customer service excellence.
5. IT literate, excellent computer skills with Intermediate level MS Excel & MS Office skills.
6. Excellent administration skills, with a 'quick to learn' ability.
Competencies
1. Excellent accuracy and attention to detail.
2. Outstanding organisational abilities with an aptitude for planning ahead and prioritising effectively.
3. Act in the interests of the company and to responsibly identify and manage risk.
4. Ability to work independently and manage workload, with an ability to multitask.
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