PURPOSE OF THE JOB
The purpose of this role is to uphold quality of life services through the excellent customer care of internal and external stakeholders.
This is upheld through undertaking the role that facilitates promotions and programs from any area of the business.
CONTEXT AND MAIN ISSUES
Describe the most difficult types of problems the jobholder will have to face (internal or external to Sodexo) and/or the regulations, guidelines, practices that are to be adhered to.
Maintaining a fair and appropriate manner in all communications
Telephone complaint conduct, remaining focused and calm
Time management (self)
Indicate the main activities / duties to be conducted in the job.
Undertake and respond promptly to direct contact from stakeholders by telephone and electronic communication within customer care service level agreement
Process orders; forms; applications and requests
Ensure relevant information is recorded accurately
Manage workload to meet customer care timeframes
Communicate effectively and maintain good working relationships with internal departments
Support team members to foster a sense of accountability
Provide feedback on the effectiveness of the customer care process
Answer general customer interactions, calls and emails, in a timely manner
Uphold a consistent approach to customer care
Indicate the skills, knowledge and experience that the job holder should require to conduct the role effectively
A good level of education, including Mathematics and English
Relevant and appropriate experience in a similar environment
Excellent written and oral communication skills
Good listening skills
Able to pass government CTC National Security Vetting
Work flexibly Monday - Friday 0800 & 1800 on a rota basis
Occasional travel to Camberley for training requirements