Job Description

To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.

• Act responsibly with work related resources to contribute to cost containment.
• Address customer needs in order to meet or exceed customer expectations.
• Build and maintain stakeholder relationships.
• Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.
• Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.
• Be flexible and adapt to changing circumstances.
• Deliberately seek diverse opinions, build on ideas and do not duplicate effort.
• Participate in the innovation process in the business and contribute toward new innovations against objectives.
• Plan and complete activities within area of work to meet set time and quality standards.
• Adhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.
• Maintain documentation and share information with the team where applicable.
• Execute own work in accordance with the organisational values and code of ethics.
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
• Identify and escalate risk as normal part of work.
• Contribute to client service delivery culture through adherence to approved organisational service delivery principles.
• Resolve customer dissatisfaction/complaints by taking ownership of the problem.
• Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.
• Plan and schedule activities to improve service.
• Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.
• Follow up with customers to ensure resolution of query by other stakeholders where relevant.
• Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.
• Assist branch consultants with eBucks queries at a branch level Assist in advising customers on eBucks Shop orders.
• Assess own performance through seeking timely and clear feedback and request training where appropriate.
• Demonstrate teamwork as a valued team player.

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