ROLE TITLE Helpline Advisor
Reports to: Helpline Supervisor
LOCATION Rotherham
ROLE PURPOSE
* To have a customer‑led approach and support project/regulatory KPIs to ensure that all customer contacts are responded to in a positive and professional manner, in line with Client SLAs.
* To effectively record and distribute information relating to accidents and incidents and provide updates as required.
* To respond and reactively react to requests and process work in line with SLAs.
ACCOUNTABILITIES
As a key member of the client helpline, you will be responsible for delivering a best service that ensures customer and colleague requests are delivered and supports the delivery of agreed KPIs. The scope of this role includes, but is not limited to, the duties described below:
* Responsible to the General Manager for the provision of administrative support and the investigation into customer enquiries.
* Prompt and accurate process of incidents ensuring that circulation SLAs are met.
* Manages own workload and operates effectively and energetically as part of the wider team, contributing to the efficient resolution of all contacts whilst maintaining high levels of service to internal and external customers.
Responsibilities
* Answer inbound telephone contacts promptly and professionally, delivering excellent customer service.
* Building rapport with clients and colleagues and promoting a professional image at all times in support of the companies and departmental values.
* Take personal ownership of queries and follow through to completion, including ensuring that the customer is satisfied with the outcome.
* Respond to customer emails.
* Accurate and thorough recording of information on company IT systems.
* To ensure that you develop your capabilities through continual learning.
* To carry out additional/new duties to meet the needs of the business.
* Produce escalation alerts to a high and accurate standard ensuring key individuals within the business are kept informed.
* Follow agreed procedures, ensuring that standards are maintained.
* Act responsibly and respectfully.
* To make outbound calls to customers in order to request feedback on service delivery.
* To demonstrate a flexible approach and be adaptable to business needs.
* To understand your role and the role of others.
* To produce and deliver accurate data to the organisation.
* To respect and comply with the companies confidentiality policy.
* Provision of safe dig drawings in line with contractual requirements.
* Monitoring of the central mailboxes including voice mail and email.
* Be comfortable in supporting the teams lone worker process during unsociable hours.
PERSONAL QUALITIES AND EXPERIENCE
Essential:
* Proven experience of working within a customer driven environment.
* Ability to work to tight deadlines.
* Team player with ability to influence and negotiate.
* Displays a confident and professional telephone manner.
* IT literate.
* To embrace change and assist others.
* Excellent communication, written and interpersonal skills.
* To promote and display a positive attitude.
Desirable:
* A full driving license.
* A relevant customer service qualification e.g. ICS award, NVQ or similar.
We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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