One Desk Advisor

Main purpose of the job: Provide a professional advisory service to customers across a broad range of queries and processes, including supporting with complex case management, producing correspondence and handling customer queries. Interact with customers using various communication channels, such as ticketing system, phone calls and live chat. Where possible, and in line with agreed procedures, the One Desk Advisor will provide first contact resolution, taking ownership of queries to point of resolution. Take responsibility for managing and dealing with contacts that are assigned to them, ensuring that accurate and customer focused responses are given within relevant SLA''s and within client''s policy/process. To deliver this service it is key that excellent working relationships are built with internal and external stakeholders. Duties and responsibilities: Respond to all queries within agreed SLA''s, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience. Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working. Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes To collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service. Be seen as an expert in general ..... full job details .....