The role holder provides a single point of contact for internal and external customers to diagnose and resolve routine interventions and escalate more difficult service interventions where appropriate.
Technical Capability. Provides first line diagnosis to customer / technician interventions seeking support as necessary to address routine calls.
Data Handling. Handles data in line with current processes to ensure accuracy of data on systems. Manages reporting requirements as necessary.
Service Level. Monitors and logs the actual service provided, compared to that required by service level agreements.
Escalates issues to more senior colleagues in a timely way. Receives and handles requests for support following agreed procedures.
Promptly allocates calls as appropriate. Maintains relevant records.
Team Working. Contributes to overall team achievements supporting objectives and targets. Will be seen as an asset to the team.
Communication Skills. Able to communicate effectively with internal and external customers by telephone and provide information about products and services.
Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints. Can use databases to retrieve and enter data.
Supplier Management. Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organization and suppliers.
Key Performance Indicators
No misdiagnoses (following agreed procedures and scripts).
No misroutes (following agreed procedures and scripts).
Accuracy in capturing and recording mandatory information.
Accuracy in use of language when logging data.
Service Level Agreements met by team.
Correct use of escalation as per agreed processes.
Flexible attitude to work and working patterns
Good time management
Assisting new staff.