Senior Customer Service Advisor

2 days ago

Wrexham, United Kingdom NECSWS Full time

Company Description

Come join us and make a difference in the world

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

**Job Description**:

- **
Location**:Wrexham
- ** Full time - **Permanent
- Input and justify performance data on standard forms for each of your advisors with accuracy and present your team performance to SM for review
- Throughout the day, manage individual advisor performance across KPIs such as reviews per hour, calls and quality metrics
- Complete and validate monthly quality reviews on 30 items of data for each team advisor making sure the full cycle of support and feedback takes place
- Work with Service Manager (SM) and Educator to identify critical actions to ensure stretched goals are achieved by advisors
- Input and justify requests for additional training for advisors to take on new or complex workstreams
- Designate time to coach and support under-performing advisors and recognise all phases of improvement
- Collaborate with Senior Lead colleagues to own daily tasks that impact your group
- On a rotational basis, undertake the Senior in charge role where you take ownership for workstream management, client call backs and primary outputs
- Deputise for the SM, for example supplying or presenting critical information to client, SSM or Operations Manager (OM)
- Create a motivational and positive working environment for your team; embrace and own the agreed programme of Reward & Recognition for the department
- Track and supply critical information linked directly to the business unit that you manage in an agreed dashboard format

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/ sell
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A fantastic selection of flexible benefits to suit your individual needs
- We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life

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