Isd - One Desk Advisor

Start date: 3rd Aug

3 Months Contract

Main purpose of the job

Provide a professional advisory service to customers across a broad range of queries and processes, including supporting with complex case management, producing correspondence and handling customer queries. Interact with customers using various communication channels, such as ticketing system, phone calls and live chat. Where possible, and in line with agreed procedures, the One Desk Advisor will provide first contact resolution, taking ownership of queries to point of resolution.

Take responsibility for managing and dealing with contacts that are assigned to them, ensuring that accurate and customer focused responses are given within relevant SLA's and within companys policy/process. To deliver this service it is key that excellent working relationships are built with internal and external stakeholders.

Duties and responsibilities

▪ Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.

▪ Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.

▪ Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes

▪ To collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service.

▪ Be seen as an expert in general and company specific and relevant policies, processes, technology and systems

▪ Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs.

▪ Provide a flexible working approach, with the ability to support the wider PS Hub teams when required

▪ Utilise training materials to provide query resolutions

▪ Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided

▪ Provide a flexible service, and implement agreed modifications or workarounds where appropriate

▪ Contribute to updating and maintaining training materials when requested

▪ Special working conditions. You may be required to work a shift pattern outside of standard office hours as a condition of this post. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy