Service Centre Advisor at Collinson

Key Responsibilities

• Call reception and ticket reception
• Answers Calls and Chats professionally with a focus on accurate data capture and excellent customer service
• Ensures that the information gathered is accurate and clearly documented
• Assesses the Impact and Urgency of a ticket with the customer to ensure the correct priority is set for every ticket logged
• Uses all available knowledge support and tool support to allocate tickets correctly first time, every time to drive efficient and rapid ticket resolution targets
• Contacts other resolving teams to make sure that tickets are actioned promptly
• Builds great relationships with other resolving teams to help ensure all tickets can be resolved speedily, and additional data capture is actioned promptly to support resolution
• SLA Management
• Identifies tickets that meet the Critical Incident threshold and follows the correct escalation procedures to ensure the ticket gets into the Major Incident process promptly
• Works collaboratively and effectively to help ensure that all tickets are managed in line with the set SLA Jeopardy Management
• Ticket is managed in line with the jeopardy management process

Escalation Management

• Ticket is escalated appropriately in line with the escalation process
• Provide 1st line escalation to customers and service managers
• Provide 1st line escalation into resolver groups
• Responsible for advising Service Centre Supervisor of any missing information in the knowledge database

Communication

• Owns the Customer Communication relationship throughout the full lifecycle of the ticket
• Regularly updates the Customer with clear and meaningful updates
• Ensures that the updates documented on the ticket are of the highest standards, and all updates are meaningful and clear
• Follows all documented Knowledge and Process to ensure that relevant key internal contacts are advised whenever appropriate or required

Incident Management

• Resolves all tickets within scope
• Owns the flow of communication throughout the full lifecycle of the ticket, providing timely, clear, and appropriate updates to the customer, and providing a conduit between the customer and other resolving teams that may be supporting the resolution of the ticket
• Ensures that the communications to all stakeholders are accurate, relevant, and timely.
• Takes ownership of the actions and learning points from Incident reviews and ensures these are followed through to completion, in line with the Incident Management and Problem Management process
• Ensures that the escalation process is invoked wherever appropriate
• Maintains and identifies trends to manage and maintain Knowledge articles, and update Knowledge wherever appropriate
• Major Incident Management – Infrequent
• o Invoke and manage Major incident process when required o Host technical and/or management bridges to assist with incident investigation and resolution. o Set up post incident reviews and ensure that documentation is completed and ready for review at the Major Incident Review Board o Complete comprehensive handovers upon incident resolution, liaising with Problem and Change management to strive for continual service improvement.

Service Requests

• Fulfil Request tickets that are within scope
• Owns the flow of communication to the customer, and provides the conduit between the customer and the resolver group working on the service request
• Ensures that the communications to all stakeholders are accurate, relevant, and timely.

Knowledge, skills and experience required

• Experience in working in a service centre and a keenness to learn and develop
• ITIL v3 Foundation an advantage
• Recognition of the issues involved in working in the service industry, with particular emphasis on maintaining customer focus during the resolution of incidents and fulfilment of requests
• Ability to form close working relationships with customer community, sub-contractors
• Excellent client facing communications skills
• A self-motivated team player with excellent interpersonal skills
• An outgoing individual willing to participate as part of a small and flexible team
• Fluent written and spoken English