Processing Operative - Chippenham, United Kingdom - Woods Valldata

Woods Valldata

Verified Company

Chippenham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Description

Title:
Processing Operative

Reporting To:
Department Supervisor

The Processing Operative is a multi-skilled role supporting the activities throughout the Inbound

Operations department. This includes duties within mail processing, data capture/perfection and banking.

The Processing Operative will be assigned activities by the relevant department supervisor and is required to work under the direction of either a Team Leader or a Supervisor in their day to day activities.

The Processing Operative will work to and be measured against KPIs (key performance indicators) within key areas which support the attainment of our SLAs (service level agreements) with clients.

This is critical to maintain the high standards and exceptional service required for all areas of Inbound

Operations.

In a way that:
delivers a consistently high quality service and leads to exemplary feedback from clients and internal stakeholders

So that:
Woods Group Inbound Operations are acknowledged as sector leading.

Key priorities:
-
Client retention - by offering proactive, exemplary service standards to all clients and their supporters
-
Department efficiency - support the development of new processes and process change to enable a collaborative approach to efficiency
-
Team wellbeing - contribute to briefings, meetings, training and any other development opportunities to ensure a well trained, well briefed and effective team dynamic
-
Client SLA's - work within the guidelines of team/business KPIs to ensure the attainment of client SLA's and be proactive be escalating issues as appropriate
-
Organisation - ensuring the departments are always clear, tidy and impeccably organised at all times
-
Confidentiality - is professional and confidential always, conducting yourself with integrity in all matters relating to the company its information, reputation and its employees and clients

Important priorities:

Ensure you understand and follow the company policies with regards to system, data and physical security at all times
Ensure you understand and follow the company policies with regards to Health and Safety at all times
Ensure you understand and follow the company policies with regards compliance with PCI and GCRTS and other relevant standards
Ensure you understand and follow the company Standard Operating Procedures where they exist

Departmental Responsibilities:

Processing of all incoming items (dependent upon functional process)
Commitment to change and flexibility to change/adapt role to follow the business need within

Inbound operations

Challenge the status quo of our business and as a process expert and highlight improvement opportunities to better serve our client targeting a Right First Time (RFT) approach
Establish effective relationships at a daytoday level with colleagues, existing clients and prospects
Contribute to the recording of and feedback on metrics which enable the efficient and effective analysis of Inbound Operations performance
Fast and accurate use of machinery and system provided tools in order to process incoming items
Participate in the audit of or feedback of peer work to enable consistent continuous improvement across all areas
Complete cross training programme as required to support a welltrained, efficient and multi skilled team
Consistently meet team and individual KPIs (measurable) in support of delivering client SLAs
Escalate any instances of outstanding work (not processed to department KPIs) to the relevant Team Leader/Supervisor or Head of Inbound Operations as appropriate
Participate in keeping all areas of the office tidy
In order to meet the needs of the business, it may be necessary from time to time to work in other areas of the business during busy periods.

Key performance indicators:
Physical items processed per hour
System items keyed/processed per hour
Zendesk tickets actioned with time period
Any other time and motion target to support efficiency within the department

Other Relevant Information

Key Skills and Attributes:

Good communication skills
Energy and enthusiasm, willingness to learn and to be adaptable to change
A willingness to 'go the extra mile' with external and internal stakeholders and customers

Excellent attention to detail