Customer Relationship Manager Analyst (Complaints)

ROLE & RESPONSIBILITIES:

- Priority to customer service.
- Support and deal with all escalations/complaints received into the Workplace Service Centre. To encompass all areas.
- Provide timely updates to customers of progress. Expedite resolution of outstanding incidents/requests where possible.
- Provide telephone support, assisting customers with the progress of their incident/requests
- Support a central point of customer contact and first/second level support using the incident management, request fulfilment and property requests systems
- The CRM Analyst will work from incident queues in HP Service Manager, Remedy, MGF and Mailboxes

ESSENTIAL SKILLS:

- Effective handling of customer chasers/escalations ensuring customers' expectations are managed throughout. Adherence to internal SLA's.
- Monitoring of inbound work sources to ensure all incidents/requests/jobs are progressed and updated and customers kept informed
- Contribute towards the Workplace Service Centre Continuous Service Improvement and LEAN activities to reduce call volumes and resolve recurring issues at root cause.
- Building Relationships with key business areas and 2nd level support teams
- Ability to think logically and link information to make sense of a problem, issue or situation.
- Excellent attention detail and process driven
- Root Cause analysis of issues by recognising patterns and trends.

YOU MUST BE ABLE ABLE TO:

- Focus on Customers
- Make Sound Decisions
- Build Trust
- Deliver lasting results Learn and Adapt Collaborate with others

Thebes Group is a leading IT services and technology consultancy based in the city of London and Milton Keynes. Thebes work with a number of leading Vendors, Government, Insurance and Financial Institutions including Investment Banks, Brokers, Hedge Funds.

Established in 1992, we are a full service provider that is 100% focused on delivering client value. We design, develop and implement leading technology solutions and resources, which help you, run your businesses better.

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