Temp
Warehouse Operative
Wiltshire

Supporter Services Executive

Ref: 3967| Posted: 1st Jul 2019

The C&D Group are acting as an employment business in regards to this role in Chippenham.

Reporting to the Inbound Operations Supervisor, you will be responsible for delivering exceptional customer service through participating in all channels of communication and in all administrative duties within the Supporter Services team to meet supporter requests, client Service Level Agreements (SLAs) and business Key Performance Indicators (KPI’s).

 

Responsibilities

  • Manage contacts from clients, supporters and Woods Valldata business areas as required via multiple channels (calls, emails, tickets, physical responses, reports and any future channel)

  • Assist supporters/clients by answering their queries (via all channels) professionally and in line with client requirements, and processing payments via multiple methods where required

  • Generate outgoing calls, emails and tickets (and any future channel of communication) to supporters/clients as required to assist in the successful completion of queries/payments/complaints

  • Escalate issues to relevant party (Supporter Services Supervisor/Head of Supporter Services/Account Management/Client) as appropriate, using the Incident Management process if required

  • Action customer service letters and winners proceeds/correspondence to supporters as required and record on relevant database/log

  • Action whitemail as per client requirements and record on relevant database/log  

  • Use desktop scanner to record images of documents sent to clients

  • Process and action via FTP, electronic copies of documents as requested per client requirements

  • Action tasks and activities as per regular client activities (Supporter Services Calendar)

  • Complete cross training programme as required to support a well trained, efficient and multi skilled team

  • Consistently meet team and individual KPIs (measurable) in support of delivering client SLAs

  • Ensure the Support Services Supervisor/Head of Supporter Services is aware of any outstanding work at the end of each day

 

Key Skills and Attributes

  • Exceptional communication skills – verbal and written, telephone and face to face

  • Great interpersonal skills being able to communicate effectively at all levels

  • Energy and enthusiasm, willingness to learn and to be adaptable to change

  • A willingness to ‘go the extra mile’ with external and internal stakeholders and customers

  • Excellent attention to detail

  • Able to work well under pressure and to internal KPI targets

  • Able to work independently as well as an effective team member

  • Good computer skills, able to learn new applications quickly

  • Good knowledge of Word, Excel and Outlook

Shift

Monday to Friday 08:00- 16:00

 

For more information, please contact the Temporary Industrial team on 01793 488057 Option 1