Description
Workplace Service Centre Agent - Kegworth - Contract - BankingOur global banking client is looking for a Workplace Service Centre Agent to join their team.
The Workplace Service Centre supports the management of technology and property faults as well as service requests from colleagues globally. It ensures that workplace problems are resolved quickly, allowing colleagues to focus on their roles and serve customers.
The primary purpose of the Agent/Operator will be to provide technology/property related support and advice to resolve workplace related faults, incidents or requests from colleagues and suppliers.
Working closely with the Workplace Services and Technology teams they will deliver an efficient and effective service to resolve issues and requests in a timely and customer focused manner.
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.
. Perform monitoring of relevant incident/request queues, taking action on all faults/incidents/requests for colleagues within the agreed SLA. This may include ensuring tickets/requests are raised as soon as possible, following up queries, liaising with 3rd parties on delivery times and reporting. Accurately update all systems at each stage.
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.
Stakeholder Management
. Build and maintain strong relationships within the Service desk/request/care teams as well as with our external customers (RBS colleagues and suppliers)
. Work closely with colleagues and management team to build a strong reputation for the Workplace Service Centre by positioning the business area as one that exceeds customer expectations.
. Apply the end to end support model to all faults/incidents/requests and develop relationships with second/third line resolver areas within your skills group
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
Personal Attributes:
. Ability to prioritise tasks with good time management and work on own initiative
. Strong interpersonal skills
. Flexible working hours will be required to cover the range of services delivered
. Confidence in dealing with influential people who make special demands
. An enthusiastic, proactive approach to work and accepts responsibility and ownership
. Ability to work as a team player and take equal responsibility to drive the team to success
If you feel you are suitable for the role then please send your CV. This is an excellent opportunity to work for a great organisation.
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 and sexual orientation.