Own customer service on a call by call basis, taking end to end responsibility for all service requests
Ensure effective management of issues raised through calls, emails, self service and face to face and handle the resulting incidents or Service Requests, using agreed incident management and request fulfilment processes.
Understand and proactively operate the escalations procedures
Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets
Ensure compliance with quality management, risk management, security policies and procedures.
Monitor the status and progress of incidents and service requests
Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.
Adherence to policies and procedures, closure of open calls after resolution.
