Location: Dummer, Basingstoke
Salary: £28,000
We are looking for a Service Assurance agent to triage and support all customers reporting issues, and to assist in ensuring the efficient working of the inhouse Service Assurance team, while delivering exceptional customer service to our clients.
Responsibilities
* Ensure all faults are dealt with efficiently.
* Maximise efficiency.
* Monitor issues to define patterns and work to lessen these recurring issues.
* Ensure constant improvement of customer experience and Service Assurance knowledge.
* Manage process for communicating service affecting issues to the organisation and our clients.
* Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.
* Develop, implement and maintain procedures of best practices and standards.
* Understand analysis reports and analysis of the team.
* Identify own training requirements.
* Ensure all MI is updated.
Skills and competancies required
* Positive can-do attitude.
* Strong customer service skills.
* Strong communication skills.
* Comprehensive industry knowledge.
* Great attention to detail.
* IT Literate.
* Decision making skills.
* Proven problem-solving attitude.
* Ability to coach others.
* Experience working in a problem solving environment.
* Interest in Technology and Innovation.
Benefits
* 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years
* Extra day off for your birthday
* Buy holiday scheme
* Employee Assistance Programme
* Free onsite parking
* Enhanced company sick pay
* Discounted retail vouchers
* Reduced gym membership
* Annual salary review
* SCG mobile benefit
* Employee referral bonus
* Onsite canteen offering free croissants and freshly made soup
SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.
We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.