Job Detail

Bachelor’s degree (mandatory)

Minimum of 2 years of experience in International Voice Process

In this role your key responsibilities will be:

o   Progress chasing on high and medium escalated cases to ensure progression, post escalation, right through to resolution.

o   Continuous review of customers with cases of SLT >50% in an ‘In Progress’ status.

o   Review monitors on Incident Reviews dashboard and takes proactive action where required.

o   Actively monitor cases associated with an account escalation and ensure timely progress is being made.

o   Proactively review ‘In Progress’ cases to ensure correct status has been applied to prevent SLT ‘leakage’

o   Identify trends from customers who may benefit from additional services such as training.

o   Sharing relevant information with resolution team colleagues, making self and others aware of data related to tasks and activities necessary to progress cases and highlighting roadblocks when necessary to the customer resolutions manager.

o   Keeping case records clearly and accurately up to date

Essential knowledge / skills / behaviour:

·        Good written and verbal communication skills - builds effective working relationships with all service delivery teams and stakeholders, built on trust and common goals.

·        Excellent time management skills to deflect case escalations

·        Highly organised with the ability to manage multiple competing priorities

·        Ability to interpret information, identify risk and provide feedback in a clear and concise manner.

·        Personal flexibility, a hands-on approach and the ability to influence others to achieve results

·        High levels of resilience, ownership and determination

·        Understanding of organisational structure and the escalation processes within all UK and IE business units.