Job Summary
To liaise with customers and other internal and external stakeholders in order to manage escalations, complaints and issues which arise out of the day-to-day business to successful outcomes.
Overview of Responsibilities
* Manage incoming communication, which can be via e-mail, telephone, etc, from any external stakeholder such as a customer, client, local authority, etc.
* Proactively identify and understand the issue(s) and ensure they are suitably logged and detailed within the salesforce system and any other system which may be required.
* Escalate 2-hour resolution jobs as and when required.
* Day to day management of escalations inbox.
* Answering calls from escalation number.
Experience/Knowledge
* Excellent interpersonal / communication skills.
* Self-motivated and thrives in a busy working environment.
* Results orientated.
* Able to cope with pressure and remain calm.
* Awareness of customer satisfaction for both internal and external sources.
Skills
* Excellent Administration Skills.
* Good organisational skills.
* Team working and leadership.
* Experience in a customer facing environment, with responsibility for customer service excellence.
* IT literate, excellent computer skills with Intermediate level MS Excel & MS Office skills.
* Excellent administration skills, with a 'quick to learn' ability.
Competencies
* Excellent accuracy and attention to detail.
* Outstanding organisational abilities with an aptitude for planning ahead and prioritising effectively.
* Act in the interests of the company and to responsibly identify and manage risk.
* Ability to work independently and manage workload, with an ability to multitask