Description
Request Management Analyst - Customer Service - Performance/Stakeholder - Improvement - Administration
PTS' client a major financial institution are looking to add Request Management Analysts to their growing Service Request team. The SRTeam supports the management of Technology and Property faults and service requests globally ensuring that workplace problems are resolved quickly.
Responsibilities:
Colleague/Customer
. Respond to customer calls/contacts in a timely and professional manner to ensure maximum service levels and availability, ensuring that all personal targets are met.
Performance Management
. Working as part of the team to ensure the Service desk/request/care team delivers and exceeds against challenging KPI's.
. Ensure own personal KPI's are met for your specific area and understand how these roll up to overall Service centre targets and performance.
. Ensure all operational functional/support roles and analytical tasks are processed in a timely, efficient and professional manner.
Stakeholder Management
. Build and maintain strong relationships within the Service desk/request/care teams as well as with our external customers
Continuous Improvement
. Supporting the businesses operational effectiveness and productivity across all workstreams
. Contribute to the efficiency and effectiveness of the Workplace Service Centre
. Contribute to the building and maintenance of knowledge documents and processes that support colleagues/suppliers
Experience/Skills:
. Strong communication skills
. Previous customer service experience
. Computer skills
. For technology skills groups, previous technology experience in a multi platform team
. Experience of working in a Service Centre environment
. Understanding of KPI target driven environment
If your skills match the requirements and capabilities for this role please do not hesitate to get in touch.
PTS is an Equal Opportunities employer and applicants are selected solely on the basis of their relevant aptitudes, skills and abilities. No applicant shall receive less favourable treatment on the grounds of sex, marital status, civil partnership status, trans-gender status, pregnancy, maternity, colour race, nationality, ethnic origin, religion, belief, sexual orientation, disability, age. This is not an exclusive list.