Calls and Schemes Specialist

3 weeks ago

Swindon, United Kingdom Hays Specialist Recruitment Limited Full time

**Calls and Schemes Specialist - Funding service helpdesk manager**

**37.5 hours a week**

**Hybrid working**

**Hourly rate: £13.00 - £14.00 per hour**

**Length of contract - 6 - 12 months**

**Responsibilities**
- **Customer Service**:

- Take ownership of incoming service enquiries / calls
- Resolve customer issues in line with policies, procedures, SOPs or Business Rules
- Provide clear and concise responses to questions, Enquiries or associated activities, escalating where necessary.
- Manage customer expectations by keeping them informed
- **Team Work / Leadership**:

- Build and maintain positive working relationships with colleagues
- Monitor and manage attendance
- Set, monitor and feedback on objectives and performance
- Seek to resolve any potential conflicts (including disciplinary and grievances)
- Provide support within the immediate team and to other areas where necessary
- Train in other disciplines to enhance flexible working
- Provide training to others where appropriate
- **Operational**:

- Monitor and plan for work volumes, allocating tasks appropriately
- Maintain process and data accuracy, quality and productivity to meet performance targets
- Ensure data security
- Identify and implement process improvements as part of continuous improvement
- **Technical Skills**:

- Microsoft Office
- Outlook
- Excel
- Telephony
- **Influencing**:

- Understanding the differing needs of key stakeholders
- Use a range of influencing styles to achieve desired outcomes
- Demonstrate good negotiating skills with key stakeholders to achieve desired outcomes and buy-in.
- **Background**:

- **Education**:

- GCSE level or above/relevant experience
- Study for relevant NVQ or equivalent (desirable)
- Experience working in a similar role
- **Skills & Experience**

**Essential**
- Good knowledge of a customer focused operation.
- Experience of collaborating with colleagues / teams with differing levels of knowledge / technical expertise.
- Excellent communication skills, both written and verbal
- The ability to work flexibly and effectively as part of a team.
- Good problem analysis and resolution skills
- The ability to consider risk and impact.
- Self-motivated with the ability to multi-task and prioritise effectively
- Good IT skills including working knowledge of Microsoft packages and the ability to learn new systems and processes quickly.

At Hays, we share a passion for creating a culture where there are opportunities for our people to flourish and succeed, whatever your background. We know that diversity of perspective and an inclusive approach, which encourages those experiences and viewsto be heard, is great for business and therefore your career with us

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