I am recruiting for Query Handler's based in Oldbury, working for one of the major 6 Utility companies. This is an exciting opportunity to work for a company that ensures their staff are well trained and looked after. They are offering a rate of £10.33/hour, this role is initially a temporary 12-16 week role with real potential for it to become permanent.
Investigate and respond to a broad range of complex customer queries, liaising with other parties as necessary, to deliver an appropriate, acceptable resolution for the customer.
o Investigate and resolve a broad range of complex queries with internal and external parties delivering acceptable resolution to the customer.
o Validate and challenge information where necessary to identify conflicts of interest.
o Support the end-to-end resolution of customer issues.
o Manage customer expectations at each stage of query journey.
o Co-ordinate workload to meet SLAs and highlight risks to delivery where necessary.
Amend data errors and process exceptions and provide feedback to front-line teams to ensure data quality is improved and maintained.
o Complete a diverse range of complex issues generated by both internal and external customers across a broad subject matter.
o Provide constructive feedback to front line teams to ensure data quality is upheld, maintaining customer focus at all times.
o Manage and ensure accuracy of record keeping on relevant systems
Complete a broad range of complex transactions across the functional area, to ensure accurate processing of information.
o Demonstrate procedural knowledge across a wide range of business processes supporting decision making where relevant.
o Maintain awareness of business processes that cross organisational boundaries.
o Understand customer journey and the impact on team processes taking active involvement in improvement.
Provide advice and support to team members to develop greater knowledge within the team.
o Build relationships with people in related business areas to ensure smooth transition of cross functional processes.
o Provide support to both immediate team and front line service teams to develop understanding of the business.
o Assist in training new team members, provide advice and support to develop greater knowledge within the team and optimise performance.
o Sharing knowledge and expertise
o Analysis and Problem solving
o Organisational Awareness
o Delivers Results
o Market/Customer Focus
Know How & Skills:
o Functional procedures
o IT literate
o Literate and numerate
o Verbal communication
o Customer service ethic
***PLEASE ONLY APPLY IF YOU MATCH THE PERSON SPECIFICATION ***
PACKAGE AND BENEFITS
- £10.33 per hour
- 37 hour working week, Monday - Thursday (09.00-17.00) and an early finish on Friday's (09:00-16:30)
- 28 days holiday with Bank holidays off!
- Full training plan
- Free Car Parking
- Large on-site Canteen
DOES THIS SOUND LIKE YOU? ARE YOU INTERESTED IN THIS ROLE? THEN I WOULD LOVE TO HEAR FROM YOU.
Please send your CV or call me on 0121 480 8235 or email a CV
***If you have not received a response within 48 hours, unfortunately your CV has not been selected on this occasion***