Service Quality Admin Assistant at Ten Group

Key Responsibilities

Recording of EMEA feedback data

• Ensures that all positive feedback flagged by EMEA Lifestyle Managers is recorded accurately in Tenmaid.
• Ensures that all negative feedback for EMEA assigned to them is logged accurately in Tenmaid. (assigned by Feedback Co-Ordinator/MS Manager)
• The quality and accuracy of the negative logging and trend recording will be the responsibility of the SQA.
• The SQA will be fast, logical and analytical when performing tasks.
• The MS Manager will conduct spot checks on the feedback being logged to ensure that a high and consistent standard is being kept.

Measures of Success:

• Accurate monthly feedback data allowing clear trend analysis
• All feedback data reported to the business within the set reporting deadline.
• Consistent improvement with the consistency of both positive and negative feedback logging quality.

Additional responsibilities include but not limited to:

• Support Team Managers with pulling phone calls for QA.
• Support regions outside of EMEA with recording data.

Requirements

• Writing skills - You demonstrate the ability to tell excellent stories through the written word and are able to bring member experiences to life through your creative writing style.
• Independence - Ability to work independently with minimal supervision, be self-motivated
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines
• Passion for the member experience and service delivery standards - You are an advocate for the member, you can inspire excellence from others
• Multitasker - Ability to juggle multiple priorities simultaneously
• Accuracy - Ability to perform work accurately and thoroughly
• Computer Proficiency - excellent computer skills in MS Office and Internet.

Benefits

• Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.