Customer Service Adviser
Customer Service Adviser - Coventry - 3 months - Government Client
Additional resource is required to support the transition to BAU - 2,900 Academy Trusts will need access to the Hub. This area is totally new for them so it is critical that the support model is resourced effectively. As this work is in addition to the existing work of the Service Centre and comes at a time when we are also focussing of brining on board the DAS/Levy new services no existing resource can be diverted as it would pose a significant risk to the existing service.
The purpose of this temporary role is to support the transition of the client's Academy data returns from project to BAU. The objective is to mage the flow of provider queries when trying to gain access from to the Hub for the first time - experience shows that enquiry volumes will be high as providers get used to the new ways of working. 2,900 academy trusts with multiple users will require access - if only one person per provider requires support this will generate 966 hours of queries which is not manageable through existing Service Centre process and resource.
This role will be to manage all queries from client's Academy Trusts with regards to access into a dedicated mailbox. They will be required to resolve all queries within an SLA of 5 working days. Any query that is not access related will need to be signposted to the right place.
Manage the dedicated "forms" mailbox.
Excellent communication skills, self-managed, good IT skills, knowledge of query handling systems
Parity - Source, Develop, Transform
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