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Customer Service Operator Quality Lead - Maternity Cover job in Sheffield

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Job Ref:  69108187
Employer:  My Job Matcher
Country:  United Kingdom
City:  Sheffield
Post Code:  S1
11/10/2016 16:42
What is the purpose of this role?Deliver effective and efficient day-to-day service to customers by providing excellent customer service when processing service requests and resolving customer requests/queries/complaints. Providing high quality verbal and written responses within the agreed KPIs Responsibilities Answering high volumes of calls within the agreed targets for each contract. Responding to verbal enquiries and complaints within agreed targets for each contract. Responding to written enquiries and complaints within agreed targets for each contract. Ensuring excellent levels of customer service and service delivery are maintained and exceeded Process calls, email, letters, web and twitter requests via Ameys chosen software. Job ownership of all enquiries and complaints processed requests through to completion. This will include progress chasing and liaison with relevant operational team and on site staff Proactive chasing General administration tasks High level of attention to detail at all stages of the request Escalating customer queries/issues/complaints as appropriate Adhere to company policy and procedures Record and report any non-compliance issues to the Customer Services Manager as soon as practicable. To attend meetings, training days and site visits as and when required Involvement in training new starters. The role involves some shift work and operates a shift rota. This may include some weekend working. Role Specific Responsibilities Support shift team during peaks in workload to ensure all KPIs are met Responsibility for recording and allocating emergency incidents Manage the in box and allocate cases accordingly Manage Approvals/Review procedure and in box Monitor complaint progress via the dashboard to reduce failures and meet KPIs Senior typist assisting with all written responses and drafting complex written responses Provide support to Customer Services Officer quality checking all draft responses Undertaking Customer Service audits and produce reports as required to evidence KPIs Drive performance and excellence across the team Offer support and advice to ensure cases are resolved within the agreed KPIs Compile mitigation in relation to failures for Customer Services Manager Identify potential service improvements Ensure all customer experience KPI's are met in relation to both timescales and quality Draft full, factual customer responses Contact customers with a resolution to their queries in a timely manner Work with operational teams to ensure customers receive an informative, accurate response Ensure all warm transfers are responded to within agreed KPI's Liaise with contact centre agents to resolve any issues Use of One Note/Agreed data source to communicate information internally Use of social media to communicate information externally RelationshipsExternal Members of Public Members of the Emergency Services Authorities Contact Centre Agents Authorities Contact Centre Team Leader Internal Customer Service Operators Customer Service Operator Lead Customer Services Officer Customer Services Manager Operations Manager (OCR) Operational Teams OOH Amey Contracts Reporting to: Customer Services Officer What are we looking for?Person RequirementsProfessional Profile Qualifications - English GCSE, or equivalent. Mathematics GCSE, or equivalent Word processing qualification Skills - Proficient typing speed Good IT knowledge including all Microsoft Office Packages and social media Experience - Customer Service Call handling Problem solving Ability to lead Personal Profile Behavioural competencies - Excellent written communication skills Excellent telephone and face to face communication skills Excellent organisational skills, able to effectively prioritise and multi-task The ability to communicate effectively with a variety of custo
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