In this role I have been responsible for approving or rejecting Credit requests and processing Bill recalculation requests from colleagues on behalf of Customers. I would have to review the evidence provided and pull backing data from our system to validate claims, confirming if the customer was entitled to them, and if the value was accurate. If there was not enough evidence, I would need to request more from our colleagues and explain what was required to meet the criteria for their credit. I would also explain if a customer was not entitled to a credit and why, so they would have the information to be able to let their customer know, with confidence that the decision was correct and full reasoning to enable them to maintain good relationships with Customers. I would also need to liaise with other teams to resolve cases, including bonus credits, Collections, IoT, finance, Contested Debt, Governance, Account Management and sales to name a few.I also offered training to colleagues new in role that struggled to find training elsewhere to build their knowledge and confidence on PEGA and the processes for credit requests to reduce rejected credits being raised in error and help make their lives simpler and give a greater understanding of our role.

through all of this has been the ability to deal with change, embracing it, offering constructive feedback and working as a team to ensure the changes translated into a better service for our customers, ensuring we kept them informed on the changes as we went and explaining change in processes and the details to keep their confidence and support. I have always received positive feedback from my customers for my interactions and my ability to manage even the most challenging situations ensuring the customer is at the heart of what I do. Part of the job is to ensure the partners have confidence in what we are doing, that we are working in their best interest and reassuring them that the actions we take will create the best outcome for them, It takes some degree of flexibility and a lot of diplomacy and great communication skills with people at all levels to ensure all stakeholders are on the same page and working toward the same goal. I work excellently as part of a team, sharing knowledge and supporting colleagues, whilst also leaning on colleagues with more experience and knowledge when necessary to upskill my own knowledge and develop. At the same time, I can power on under my own steam, working to my own deadlines and workloads to ensure my customers are getting the updates and outcomes they need in a timely manner. I am comfortable on phone calls, email as well as webchat, appreciating that customers vary in the way they prefer to communicate with us.

I started off in the Partner Support team assisting customers with mobile queries for the VPS mobile business partners dealing with their queries, whether it be for tariff charges, billing queries, credit requests or technical issues their customers were having. In this role I dealt with multiple queries at any one time ensuring the service offered was first class. I could be dealing with faults with the service, billing related issues and missing promotions for example all on one call. We would need to review any changes and see if there were any credits due. We had to promote self-service and web chat to try and channel steer people away from calls to enable us to deal with more queries, but also to empower customers to resolve their own queries faster without requiring contact.

As the Learning and Development administrator, my role was to support my colleagues both within the team and across the wider business. I administered the Induction process, from booking new starters onto core induction courses, liaising with managers over role specific training. I was our new starters first point of contact, sending them emails on behalf of L&D so they knew I was here to help and support their settling into their roles with Great Places. I was instrumental in creating and maintaining the new system for tracking and monitoring attendance, ensuring my colleagues had the information they needed to get them started with the company.I also booked ad hoc training and conferences for individuals and booking travel and accommodation in order to provide seamless support whilst ensuring we received value for. In addition to these duties, I help arrange internal conferences with our engagement team from name badges and preparation of any materials required, to organising joining instructions, food and dietary requirements and sourcing the food supplier suitable for the event. Attention to detail was essential. I also managed the corporate flu vaccination programme to ensure availability for all colleagues. Being a not-for-profit charitable landlord, we had to account for all our spend and ensure we were getting value for money

As part of the Customer Access Team, we dealt with many Customer calls, Webchats, letters and emails. Resolving as many as possible at the first point of contact, by using the computer systems available. We referred to other department’s entries and relaying these messages where possible to avoid duplication. We also offered Housing Advice for the various area’s we covered. Using our knowledge as a team, we offered advice on many different issues relating to tenancy Management and the tenancy life cycle. We would have to utilise many different systems for rent, housing management, Anti-Social Behaviour, housing applications, Housing benefit, Universal Credit, Community support and other 3rd party suppliers to ensure we could answer the customers questions at the first point of contact, using phone calls, web chat and emails. It was essential we were thorough to ensure we did not miss anything when updating accounts and kept an accurate record of all interactions, attention to detail was key.

In This role I was responsible for dealing with incoming calls and emails from customers regarding their software products. I took the calls, check their account is valid for support, transferring to Credit Control should there be any outstanding issues, I also needed to verify their details for data protection. I always received high ratings from Customers, in my Last month I had 14 Surveys returned, with 12 of them rating my service 10/10. The main part of this role was building a rapport to get the customer to trust and believe the solutions given will work. It is also about being able to tactfully describe how to resolve issues without making them feel stupid for the simple questions and not confusing them, taking it step by step on complex issues. I have to work with my colleagues to achieve as high a service level as possible, no less than 80%, we routinely achieve over 95%. I was also responsible for ensuring all calls are recorded with detail on the Customer’s Account.