Reference: ewqfrew_1731594539
Posted: November 14, 2024
Responsibilities:
1. Resolve customer queries effectively, owning queries from start to finish across all channels: phone, email, webform, face to face, and social media within service level agreements.
2. Support customers to access our services online.
3. Triage all jobs raised in line with contractual scope to define and allocate the correct service level agreements.
4. Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources, recording completed tasks appropriately within service level agreements.
5. Ensure operatives have the ability to perform jobs to an optimum level with the correct timings and trades being applied.
6. Ensure that all tasks for operatives and subcontractors (emergency and routine) are allocated with an agreed appointment.
7. Ensure that the volume of complaints is reduced by resolving issues first time.
8. Manage all activities on CRM, ensuring all information is up to date.
9. Support other teams with writing of block letters and other administration.
10. Work collaboratively with other teams to address and resolve job-related issues such as missed appointments, escalating to an appropriate supervisor where appropriate.
11. Demonstrate a good understanding of GDPR and data requests.
#J-18808-Ljbffr