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.