Business Services Call Adviser

£31,500 plus excellent benefits

Location North Greenwich / hybrid working
Contract Type: 1 x Permanent position and one Fixed term contract for 12 months with permanency possible

The successful candidate will be required to cover shifts on a rota basis

0815 - 1600, 9.00-1645 and 09.45 to 17.30

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.

Overview of role

The Business Services Call Adviser (BSCA) will be responsible for handling internal and external customer enquiries (mainly calls and some emails) across a range of matters in Human Resources and Finance, driving timely resolution whilst also providing a high level of customer service. The role sits under the ‘Helpdesk’ team in the Business Services Function (BSF). The BSCA will provide exceptional customer service on queries through providing accurate advice and timely resolution, operate as a reference point for directing customers to the self-service portal for queries as a first point of contact, assess and pass customer queries via case management system to level two support, when functional subject matter expertise (SME) is required. The role will ensure customer satisfaction targets are met whilst driving ‘first time resolution’ on most customer queries and support with any activities that are required as part of Continuous Improvement (CI) projects

Key Accountabilities

• Provide an exceptional level of customer support by having a clear understanding of the supporting policies, procedures and systems/applications required to advise customers on their queries
• Receive incoming phone calls, emails and provide a courteous and personable customer experience, whilst also directing customers to level 0 support (self-service portal and employee information)
• Support by delivering against adviser performance targets to ensure service level targets are met
• Investigate customer queries and when applicable, document and pass query via case management system to level two support (functional subject matter experts), whilst ensuring customers are clear on next steps and the agreed Service Level Agreements (SLAs) (e.g., 48 hours call back/email follow up/response)
• Update case management system and related applications in line with agreed policy and guidelines
• Document clear notes in line with training/guidelines in case management system
• Undertake escalation process for select calls when required and follow helpdesk guidelines
• Support with any ad-hoc analysis that may be required by the helpdesk team lead/ manager (e.g., analysis with helpdesk operational performance)
• Input into any key discussions around how Continuous Improvement can be leveraged to optimise helpdesk operations

Skills, Knowledge & Experience – all essential unless otherwise stated

Skills

• Good communication skills
• Good time management skills
• Well organised with attention to detail
• Proficient in basic use of information technology systems and applications
• Excellent customer service skills

Knowledge

• Understanding and experience of delivering customer/client services in a shared services environment
• Understanding of helpdesk operations (desirable)

Experience

• Experience of working in a high volume, fast-paced business service environment
• Experience of working in a customer/client service- oriented environment
• Experience of using a case management system (desirable)
• Experience in handling customer enquiries (mainly calls and some emails) across a range of matters in Human Resources and Finance (Essential)

Equality and Diversity

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and one page cover letter which must be in MS Word format.

The closing date for applications is Wednesday 1st May 2024 @ 23:59

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme