One Desk Advisor

Main purpose of the job:

• Provide a professional advisory service to customers across a broad range of queries and processes, including supporting with complex case management, producing correspondence and handling customer queries.
• Interact with customers using various communication channels, such as ticketing system, phone calls and live chat.
• Where possible, and in line with agreed procedures, the One Desk Advisor will provide first contact resolution, taking ownership of queries to point of resolution.
• Take responsibility for managing and dealing with contacts that are assigned to them, ensuring that accurate and customer focused responses are given within relevant SLA's and within client's policy/process.
• To deliver this service it is key that excellent working relationships are built with internal and external stakeholders.

Duties and responsibilities:

• Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.
• Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.
• Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes
• To collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service.
• Be seen as an expert in general and relevant policies, processes, technology and systems
• Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs.
• Provide a flexible working approach, with the ability to support the wider PS Hub teams when required
• Utilise training materials to provide query resolutions
• Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided
• Provide a flexible service, and implement agreed modifications or workarounds where appropriate
• Contribute to updating and maintaining training materials when requested
• Special working conditions. You may be required to work a shift pattern outside of standard office hours as a condition of this post. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

Essential Criteria:

• Experience in providing IT support in a large complex organisation and across a range of services
• ITILv4 foundation certificate or equivalent. Knowledge of ITIL processes and how they impact on the role of the team specifically incident management, problem management and change management
• Proven experience and working knowledge of customer service focused practices, within a large complex organization.
• Experience of using a CRM system, such as RemedyForce, to manage customer correspondence
• Experience providing high quality and accurate advice in a fast past customer focused setting

Skills and abilities:

• Commitment to maintain and keep up to date with changes in technology, legislation and procedures relating to the role.
• Proven experience of a consistently high level of accuracy and attention to detail
• A team player, able to meet service standards at a personal, team and department level
• Proven experience of managing own workload through effective prioritising, time management, organisational skills, and able to both motivate oneself and colleagues
• The ability to communicate effectively, have empathy with, and relate to a customer,providing logical and accurate advice.
• Experience of and ability to explain policy/process/technology usage to a range of customers
• Good analytical and problem-solving skills, with a drive to use own initiative

Desirable Criteria:

• Customer Service training or qualification
• Lean Six Sigma certified or similar qualification
• ITIL qualified
• CIPD qualified

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