Talent Management Specialist

2 months ago


Luton, United Kingdom Impellam Full time

**Talent Management Specialist**

**Location: Hybrid Luton**

**The Role**

You will act as the first point of contact for all Contingent Worker enquiries and will be responsible for ensuring a timely and effective response, working collaboratively with colleagues and external stakeholders to resolve. You will be passionate about delivering an excellent service and will be genuinely excited to delight and support customers with their enquiries.
- Receive incoming queries via various channels from Contingent Workers.
- Log all incoming queries on the Customer Hub systems tracker.
- Provide an initial response to the enquiry within the contractual KPI.
- Triage the query within the contractual KPI (2 working days).
- Ensure all enquiries are managed and resolved effectively and within a timely manner by collaborating with the relevant team members and experts within the account team.
- Accountable for query resolution, keeping CLR's updated regularly with the progress of resolving the query and facilitating introductions to SME's.
- Ensure all recipients have received a status update on their open query within 14 working days.
- Act as the first point of contact for CLR escalations by responding and investigating the complaint, following the escalation process. Ensure a timely response and appropriate solutions and alternatives are provided to the recipient.
- Provide regular updates and management information on the status of queries, average response times, volumes and query types.
- Be proactive to identify potential queries before they arise and work collaboratively across the team to implement communication and processes which will minimise CLR queries and complaints.
- Develop sustainable relationships with CLRs and gain their trust through open and interactive communication.
- Provide content and relevant updates for monthly CLR communication and engagement programmes.

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