Overview
Work as part of the operational support and demand team to ensure teams are correctly resourced, including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis. This role requires you in the office Monday – Friday, 8:45am to 5:15pm.
Responsibilities
* Assist with the availability of Advisors using the telecommunication application to review individual codes.
* Maintain an abandon call rate of below 0.80% and an SLA target of above 99%.
* Maintain service metrics by ensuring work is queued and assigned correctly.
* Assist the Leadership team with daily, weekly, monthly, and quarterly reporting.
* Ensure annual leave is agreed within the departmental cap.
* Take inbound calls to reduce the over-flow and abandon rate for the team.
* Listen to the customers’ needs and set call-backs within a timeline.
* Set the expectation for Super Service by letting the client know timeframes.
Qualifications
A solid customer service background will help you thrive in this role, alongside:
* Excellent organisational and decision-making skills.
* Excellent working knowledge of Microsoft office suite.
* Ability to thrive in a fast-paced environment.
* Highly customer service oriented with a focus on service delivery.
* Positive individual with great communication skills at all levels.
* Ability to deal with detail, be methodical, analytical, and accurate.
* Being a Team player with a can-do attitude.
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