Processing referrals and multi channel queries from stakeholders who require information, help and guidance in relation to the Dynamic Framework ETE contracts within the Business Support Centre. To work in an efficient manner, in compliance with company policies and procedures. Strive to maintain a high level of service to all customers, as you would expect yourself.
Core Responsibilities1. To work flexibly and efficiently within the team to provide a central point of contact for the Dynamic Framework ETE contracts.2. Make and receive phone calls, monitor and manage web chats and email inboxes and at times paper based communication via letter writing to encourage service user engagement with the ETE service. 3. Accurately check, validate and process ETE referral documentation to required standards within agreed timescales.4. Provide accurate and clear advice and guidance on all general scheme queries including service users, probation staff and courts5. Processing of new customer referrals within timescales and quality standards and ensuring adherence to the Data Protection Act and all confidentiality procedures are followed at all times.6. Allocating and arranging initial appointments for service users and ETE coaches7. Maintain up to date and professional case management notes within systems and provide accurate data for MI collection.Key Performance Indicators 1. Meet or exceed customer engagement performance and quality targets within agreed SLAs.2. Ability to ...