Service Delivery Coordinator
3 months ago
Accountabilities
Always deliver outstanding customer service to Clients.Working collaboratively and communicating effectively with Operational teams and Clients to ensure service delivery expectations are met.Processing all tickets/queries in line with agreed Service Level Agreements.Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times.Responsibilities
Manage ticketing by raising /chasing tickets within required TAT to resolve screening queriesApplying pre-approvals and obtaining authorisation for any additional costs (as applicable).Raise discrepancy notifications to clients where appropriate.Provide frontline administrative support to Clients’ including timely response to queries via phone/email, provision of screening updates and re-opening screenings.Resolve minor Client complaints and escalating serious/complex complaints and general feedback to Operational Team Leader and/or CRM as appropriate. Document and escalate recurring / avoidable issues to Operational Team Leader and/or CRM for resolution.Working with Clients to educate and encourage the use of self-service through the VeroLive platformKey skills, qualifications, and experience
1+ Years’ experience in a customer or client facing roleIT literate with capacity to learn and work with new systems.Acceptable levels of performance, conduct and attendance in current roleDemonstrates company values and behaviours-
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