Job Description

This remote position is well suited to an individual seeking to make an impact, foster great relationships and help drive and improve operational robustness on the client front-line teams.

Your responsibilities will be:

• First point of contact for line managers with regards to absence and system queries.
• General query resolution, which includes but is not limited to; system log in issues, merging absence records and building shift patterns
• Update and maintain internal client intranet page, which provides key information for the Service Centre
• Up-to-completion follow through of all tickets raised to ensure a resolution is reached within the agreed SLAs.
• Support reporting of service levels, tracking performance against established KPIs.
• Support the Client Success Managers in all aspects of key sponsor account management and service delivery, which includes but is not limited to; attending client meetings, retention focus with query and issue resolution and continuous improvement initiatives.
• Relationship management of pool of transitioned clients, escalating issues as required to Client Success Support Manager.
• Produce Management Information reports as required outside of the data created by the Specialist team

Required Knowledge, Skills, and Abilities

• Experience in handling inbound client queries in database orientated environments.
• Excel and reporting capability
• Experience in SLA-orientated client/customer roles
• Familiarity with Zendesk or ticketing systems in general highly desirable
• Experience in documenting processes and creating knowledge-bases