Job Description

The role is to work within a team or teams on normal day to day work to consistently deliver the expected excellent customer service standards, to maintain excellent client relationships and to escalate any actions where appropriate within agreed SLA’s.

You will:

• Complete team work within the required SLA’s and making sure own work and the overall team meets their daily SLA’s
• Deliver a top -class customer service to all customers
• Handle level 1/level 2 queries daily. Provide telephone support during agreed hours. Respond promptly to emails, correspondence, telephone calls and technical queries from IPSI’s clients, distributors and policyholders in Italian.
• Quality-check outgoing policyholder documentation and incoming policyholder requests
• Provide support to the Service Coordinator / Team Manager as required
• Gain an adequate understanding and product knowledge training.
• May be responsible for additional tasks outside the normal day to day work
• May be asked to work on project work within their team, department or IPSI
• Represent client at internal meetings /huddles and influence colleagues on priority and delivery dates
• Report on own work progress on a daily or weekly basis as agreed
• Responsible for making sure all their work is completed to a high standard
• To identify & escalate errors occurring within the team. To suggest solutions and controls required
• Contribute to the development of service standards and play a part in delivering these standards
• Help implement controlled manual solutions while system functionality is being developed.
• Test and document the operating effectiveness of departmental controls. Adhere to our control framework to a high standard to ensure audit and quality standards are always maintained

Required Knowledge, Skills, and Abilities

You will need to have a proven ability to operate in a fast- moving environment to deliver service meeting expectations. They will also have:

• Experience in a similar working environment or industry
• An ability to work in a small flexible team operating to tight deadlines.
• Excellent communications and interpersonal skills.
• A strong customer service orientation.
• It is essential that the potential jobholder be able to process requests based on receipt of documentation in Italian.