Start Date
Immediate
Expiry Date
18 Jul, 25
Salary
51860.0
Posted On
12 Jun, 25
Experience
0 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
No
Skills
It
Industry
Outsourcing/Offshoring
ABOUT US
The Professional Services (PS) Hub brings together key customer facing and transactional services across different functions; HR, Finance, IT & Business Operations. The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience. One Desk offers our customers a single point of contact for all PS Hub functions, responding to all enquiries via telephone, email and live chat. One Desk receives thousands of customer contacts on a daily basis, from UCL’s students, staff members, suppliers and other partners. The team push to deliver timely and excellent advice to our customers, as well as striving to continuously improve and develop our services.
PLEASE NOTE THIS IS AN INTERNAL ONLY ROLE.
Be responsible for workload management of the Advisors and Assistants, ensuring that high quality and accurate responses are being provided to customers within SLA. This includes the daily responsibility for queue management, workload allocation, KPI monitoring and the tracking of incoming query trends/patterns and respond accordingly to ensure that service is maintained. Manage new starter inductions/training as well as continuously ensuring that the team are appropriately trained and upskilled. This includes creating and maintaining training/team documentation, ensuring that these are updated with any relevant system/process changes and then shared with the Advisors/Assistants. The One Desk Team leader will be the first point of escalation for complex queries and complaints, working to resolve these promptly.
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
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