Welcome to Shared Services Connected Ltd

Contact Centre Administrator

Key responsibilities

  • To resolve queries raised by customers and colleagues, ensuring cases are actioned in priority order.
  • Dealing directly with centres to address scheme enquiries, account enquiries or in support of their customer applications.
  • Act as a first point of contact for all customer queries.
  • Provide outstanding customer service using various communication methods i.e.: phone, in writing.
  • Manage customer expectations, interact and display professionalism at all times.
  • Adhere to SSCL Newcastle Quality Framework, ensuring Key Performance Indicators are met daily and monthly and accuracy targets are achieved.
  • Take responsibility to ensure continuous improvement in customer service.
  • Provide clear and concise responses on service requests/e-mails without using any departmental jargon.
  • Manage difficult customers displaying professionalism at all times.
  • Utilise time appropriately, working efficiently at all times
  • Ensure all information which is issued to the customer meets the department security standards.
  • Demonstrate flexibility to support SSCL in meeting organisational objectives
  • To provide overflow support where needed to answer incoming calls within the time specified by the agreed service levels.
  • Escalate issues to the Team Leader/Contact Centre manager.
  • All candidates must also be willing to undertake additional training as and when required to support role/business.

Essential skills

  • Customer Service experience and call handling skills.
  • Good communication skills – both verbal and written;
  • Good Microsoft IT skills – including Word, Excel, Outlook and PowerPoint.
  • Good organisational and planning skills.
  • Articulate & able to develop good working relationships with colleagues & clients
  • Able to use initiative & exercise sound judgement.
  • Able to coach & mentor team members

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Posted: 17/01/2020

Big facts

Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
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Contact

Three Cherry Trees Lane,
Hemel Hempstead,
Hertfordshire,
HP2 7AH
contact-us@sscl.gse.gov.uk

SSCL is a trading name of
Shared Services Connected Ltd
Registered in England.

Registration No.
8460577

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,
Hertfordshire,
HP2 7AH