Birmingham, England, United Kingdom
Experienced Customer Service Coordinator with a demonstrated history of working in the utilities industry. Skilled in Microsoft Excel, Customer Service, Time Management, Team Leadership, and Microsoft Office. Strong support professional graduated from George dixon .
* Ensure Advisors put the Customer at the forefront of everything they do ensuring that Customers are aware of their case status * Monitor and coordinate the progression of the team’s open cases to ensure a speedy and suitable resolution is reached * Ensure team advisors are providing excellence in Customer service on every contact and demonstrating expertise through their understanding of client and customers’ needs and delivering the best possible outcome. * Resolving all indications of dissatisfaction, reporting and escalating as and when required * Ensure client portals and other prescribed means are updated where applicable by the team * Have in-depth knowledge of each client specific contractual requirement within their remit to ensure KPIs and SLAs are met. * Proactively communicate with all levels of staff both internal and subcontracted partners to ensure timely completion of works. * Responsible for the team collecting and processing Customer excess and private works payments where applicable in line with client requirements. * Ensuring all calls within remit are answered within a timely manner in line with Client SLA * Meet/exceed quality and productivity measurements and adhere to regulatory compliance * General administrative duties including raising and authorising of invoices and purchase orders, where applicable, in an accurate and timely manner * As required on Insurance cases, ensure Customer ‘cuddle calls’ are undertaken by team, ensuring any concerns are escalated as needed. * Identify training needs of the team through call monitoring, client requirements and 121s. * Assist in motivating, coaching and developing team members to ensure they meet their personal and company objectives * Assist in taking calls and other agent duties as and when needed * Promote clear and concise communication by holding and delivering regular 121s and team debriefings
Case worker dealing with deportation of detained illegal immigrants