Job Description
1.
Manage inbound enquires from Service Users effectively, working to ensure that service users are appropriately supported, ensuring the helplines successful operation.
2.
Listen patiently and acting with empathy to deliver the best possible and appropriate outcomes for Service Users.
3.
Provide a telephone and multi-channel support service with integrity, professionalism whilst adhering to relevant process, procedures, and legislation.
4.
Comply with the expectations of the client processes and data protection regulations.
5.
Ensure Service Level Agreements (SLA's) are achieved, escalation of risk for non-achievement of SLA's.
6.
Collaborate with manager and colleagues to ensure the highest level of customer satisfaction, being a champion of excellent customer service.
7.
Ensure continuous service improvement; initiating and responding to change in timely and positive manner.
8.
Maintaining accurat...
Manage inbound enquires from Service Users effectively, working to ensure that service users are appropriately supported, ensuring the helplines successful operation.
2.
Listen patiently and acting with empathy to deliver the best possible and appropriate outcomes for Service Users.
3.
Provide a telephone and multi-channel support service with integrity, professionalism whilst adhering to relevant process, procedures, and legislation.
4.
Comply with the expectations of the client processes and data protection regulations.
5.
Ensure Service Level Agreements (SLA's) are achieved, escalation of risk for non-achievement of SLA's.
6.
Collaborate with manager and colleagues to ensure the highest level of customer satisfaction, being a champion of excellent customer service.
7.
Ensure continuous service improvement; initiating and responding to change in timely and positive manner.
8.
Maintaining accurat...
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