Reference: edfdrg_1736956960
Posted: January 15, 2025
As an OCR Operator, you will be responsible for the daily management of all enquiries received into the business from the client, with the responsibility for meeting and exceeding contract service level agreements. Deliver effective and efficient day-to-day service to customers by providing timely and relevant responses to enquiries and resolving customer requests, queries, and complaints.
Your responsibilities:
1. Analyse data from clients and assign to the correct category.
2. Assign emergency enquiries to the relevant operative.
3. Accurately record all events for enquiries and pass to the appropriate department for permanent repair, allocating relevant completion dates.
4. Monitor and report on attendance times against SLAs using both the company's in-house system (Confirm) and Microsoft Office packages.
5. Liaise with other departments to chase enquiries to completion.
6. Develop good working relationships at all levels, offering assistance when necessary to ensure common goals are met.
7. Enter enquiries received via email onto Confirm and assess the data provided, clarifying with the client where necessary.
8. Enter enquiries received via telephone from Internal Inspectors, the Client, and Emergency Services.
9. Handle complaints and escalate to the senior management team where appropriate.
10. Carry out Internal Audits to ensure data accuracy and quality.
11. Enter Close Calls onto the Novade system both via email and telephone.
12. Continually evaluate and prioritise workload.
13. Perform any other administrative duties as required.
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