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  • Posted: Jun 14, 2022
    Deadline: Not specified
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  • Innovation Group manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring together a world-class supplier network, outstanding people and sophisticated technology platforms to provide thre...
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    Administrator: Telephony

    About the job

    Role Overview

    • To administer, support, monitor and maintain the IT Telephony infrastructure for the Innovation Group. Set up extensions, call flows, troubleshooting and resolution of system errors.
    • To monitor system capacity and performance, update telephony infrastructure and manage updates.

    Key Responsibilities

    • Ensure telephony system uptime in line with Clients SLA's
    • Ensure suppliers deliver according to SLA
    • Manage quotation and order process for projects; Repair and maintenance work
    • Attends to tickets logged and ensure tickets are always updated and that SLA is met
    • Valid written reason required for out of SLA tickets
    • Notes updated daily and proactive follow-up with requestor. Provide screenshots evidencing the testing after the change
    • Service management: Ensure the incident, problem, change and capacity management processes and related documentation and PRB tickets.
    • Proactively identifying gaps and risk and take action to close them
    • Support audits that are conducted
    • Put preventative measure for significant finding
    • Ensure corrective actions to close out any significant audit findings
    • Ensure Telephony system are available in line with BCP plan

    Due to nature of home working and HA, BCP relies on resilience. Ensure failover testing is completed annually with recorded convergence and failover timings.

    • Ensure any manual interventions to restore service are recorded and tested in a KB runbook
    • Create a culture of ownership and accountability throughout the organisation in support of our values
    • Provide training and guidance to fellow team members. Contribute to documentation of Knowledgebase and Standard Operating Procedures

    Closing Date: 20th, June 2022

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    Sales Support Agent Retentions

    Role Overview  

    • To process customer requests by following the appropriate processes to ensure quick and correct action is taken
    • Effectively communicate with customers to address their concerns/needs and retain their business

    Key Responsibilities    

    • Participate in pro-active and corrective actions as required to ensure service and sales client retention delivery.
    • Process, prepare correspondence and fulfil needs of existing customers that are at risk of cancelling services
    • Ensure volume targets are achieved in line with business objectives
    • Delight customers by providing best practice solutions to convert cancellation requests referred via any channel.
    • Address and respond to customer service complaints with the goal of increasing satisfaction and securing renewals and saves with a 24-hour turn-around time
    • Ensure that customers are given clear information and are kept appropriately informed regarding their policy information
    • Where customers receive advice, ensure that the advice is suitable and take account of their circumstances.
    • Analyse customer feedback and develop new techniques to ensure customer retention.
    • Ensure daily, weekly and monthly targets and conversions are met
    • Be available at the right time to perform call centre duties (scheduling adherence).
    • Ensure quality outputs in accordance with the customer needs and the organizations business plans
    • Participate in learning and development activities to ensure adherence to the requirements of the contact centre.
    • Adhere to company policies and procedures
    • Ensure risk, compliance, regulatory, and legislation are followed out and adhered to
    • Take accountability for performance and development
    • Participate and contribute to a positive company culture
    • Create a culture of ownership and accountability throughout the organisation in support of our values
    • Manage attendance and productivity adherence requirements in line with acceptable business rules and policies

    Closing Date: 17th, June 2022

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    Senior Customer Partner

    Role Overview  

    • To continually achieve customer and client satisfaction whilst generating revenue.

    Key Responsibilities    

    • Ensure work is kept up to date and entered onto drainage claims management system and net promoter records.
    • Manage Customer Partners and team members.
    • Supervise team productivity and performance.
    • Resolve team member issues.
    • Train team members.
    • Conduct regular reviews with team members, including one-to-ones and formal six monthly reviews.
    • Manage claims and solutions.
    • Ensure any issues are managed or escalated up the management line in a timely manner.
    • Manage and lead a small team to delight internal and external customers.
    • Ensure IGUS philosophy, standards, service levels are adhered to
    • Ensure there is excellent communication with all contacts – internally and externally
    • Ensure all relevant policies and procedures are adhered to
    • Meet Key Performance Indicators (KPI)
    • Provide excellent customer service to policy holders, clients and colleagues.

    Closing Date: 14th, July 2022

    Method of Application

    Use the link(s) below to apply on company website.

     

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