- To support the Healthcare & Education sector through general office duties. Performing activities such as: dealing with stream of inbound/outbound phone calls, order input, general enquires/query resolution, email traffic, scanning, filing and photocopying & maintenance of files. This role requires versatility due to the varied nature of the activities
- Supporting helpdesk by monitoring tasks to be kept within SLA levels
- Inputting data accurately and attention to detail are a must when both logging and raising queries which will then be referred to the appropriate resolver for action. Obtaining as much information as possible is vital when logging requests in the system
- To collate and prepare weekly/monthly client KPI reports to agreed SLA timescales. Capturing all required data for analysis by both account managers and clients. You will be required to collate data around both financial and service level KPI's
- An excellent knowledge of Microsoft Office/Excel
- Strong organisational and administration skills
- Previous demonstratable customer service experience
- Experience in a call handling & administration environment essential
Operational Administrator - Manchester, United Kingdom - OCS Group
Description
To provide a high level of administration to internal and external customers for the Healthcare & Education sector.You will manage a high volume of transactions via various methods including telephony (inbound & outbound), order processing, email traffic and maintenance of files which will be audited for compliance purposes. You will be responsible for a portfolio of clients delivering exceptional customer service standards whilst taking full ownership of the end-to-end resolution of all query types meeting agreed SLA's & and KPI's where applicable, always delivering customer service excellence.
You must be self-motivated, flexible, able to work under pressure and able to work under your own initiative as well as being a team player.
Computer literacy and excellent communication skills are fundamental elements of this role. Knowledge of Microsoft Office/ Excel is paramount whilst carrying out this role.
Main duties and responsibilities of the role:Experience required: