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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