REACH Consult

13/09/2021

TEAM LEADER ADMIN
Posted just now by Deda Solutions
Location:
St Helens, St. Helens
Salary/Rate:
£25,000 - £27,000/annum TBC
Apply Now
Team Leader
£25,000 - £27,000 a year depending on experience
Responsibilities for the Team Leader;
• Conduct regular 1-2-1’s, fully understanding the performance of each team member and managing any issues relating to sickness, absence or conduct on your team.
• Investigate and address any service complaints made against team members in line with company standards and procedures.
• To undertake coaching sessions and development sessions with all team members to ensure work is completed to the expected standard and completing the appropriate documentation.
• Ability to analyse and interpret quality metrics to provide recommendations on where performance could be enhanced & improved.
• To undertake training and development sessions with small groups of advisors.
• To address and manage any people and/or performance issues developing performance improvement plans (PIPs) as appropriate and liaising with the HR team as appropriate.
• Conduct individual probation reviews where required.
• Undertake any grievance and disciplinary activities and meetings.
• Hold motivational daily and weekly briefings and monthly team meetings to build and maintain team relationships and morale.
• Facilitate day to day team activity such as absences, return to work interviews - keeping records up to date at all times.
• Coordinate weekly and monthly reports for the team and the Head of Operations.
• Be the first point of contact for our client.
• Support the day to day operation by being hands on when required.

About The Candidate
• Minimum of 1 year people management experience within a customer centric environment.
• Experience of working in a pressurised customer service environment.
• Experience of monitoring and managing individual (and team) performance.
• Experience and awareness of how to motivate colleagues and drive performance.
• Ability to undertake one to one coaching and development activities including giving feedback.
• Ability to build a rapport with team members and work in collaboration with wider management.
• Good organisational skills and ability to prioritise workload efficiently.
• Strong time management skills.
• Extremely self-motivated and enthusiastic.

13/09/2021

Customer Service Agent
St Helens

Our Company Our Headquarters are based in St Helens.

Our vision is to be the best service provider in the UK utilities and infrastructure sectors by safely constructing, maintaining and managing essential services.

Our Role

As a Customer Service Agent, you will be responsible for delivering exceptional levels of customer service, including proactively contacting customers, making appointments, responding to queries and complaints. You will work closely with Yorkshire Water colleagues to deliver an outstanding service to customers.

Key Responsibilities

You will proactively contact customers, via their preferred channel, to resolve and bring closure to customer queries, complaints and issues

You will support the planning and scheduling function to contact customers and make appointments

You will keep customers updated on the progress of their queries

You will proactively contact customers after work has been completed to check their satisfaction and identify any lessons learnt / improvements

You will ensure information and actions taken to resolve customer issues or complaints are accurately recorded in the relevant IT systems

You will be the main point of contact for receipt and provision of substantive responses to customer complaints referred by Yorkshire Water

You will monitor the response to any customer complaints ensuring they are provided within agreed SLAs; chasing where necessary

You will regularly monitor relevant Yorkshire Water systems including SAP Advantex, ICE for actions relating to customer service; ensuring actions and responses are completed in accordance with timescales set and relevant service levels

You will conduct lessons learnt and take part in deep dive sessions to understand the root cause of customer issues, complaints and queries

Experience and Qualifications

Excellent communication skills to communicate effectively with customers and Yorkshire Water stakeholders

Understanding of end to end water processes, roles, responsibilities and the customer journey preferred.

Highly computer literate - able to use Microsoft packages – especially Word to a high degree, knowledge of YW systems would be an advantage

Proactive – this is a dynamic and fast-moving role

Able show customer’s empathy and understanding – we’d like you to be able to put yourself in the customers’ shoes

Able to positively influence customer thinking; turning a potentially difficult situation around resulting in a positive outcome

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

We understand that privacy and the security of your personal information is extremely important.

Job Types: Full-time, Permanent

21/08/2020

Why is office 0365 so under-utilised

With around 150,000 O365 users in the UK it’s still very interesting to see how under utilised the technology is. We find that many smaller companies don’t have the insight available to know the capabilities, but with larger organisations the utilisation seems to fall between a business and IT roll-out.

O365 isn’t just an IT tool, its so much more, but to truly get the benefits you need to govern how a business wants to innovate.

How has your business rolled out O365 and has it been a success?

19/08/2020

The impact of Covid-19 has been so different for different businesses and having a wide range of clients has allowed us to see the impact or business benefits that the current pandemic has had across different sectors.

We've all seen how the high street has been hit hard and we really hope they can start to get back to some normality soon, but technology has flourished and we have seen an increase in clients wanting O365 support, especially in utility sectors.

With a recession on the horizon how do you think you will be impacted?

-19

29/07/2020

Which reporting tool to use?

This is a common question most companies ask themselves. It’s also a question that we get asked by most of our clients. The orientation of the question generally comes from business teams not from an IT department. This indicates one of two things

- There is a lack of clarity around reporting within the companies current system infrastructure.

- Many IT departments have adapted and have become user led enablers that will help employees utilise whatever tool will add business value.

Do you agree? Let us know by commenting below.

24/07/2020

How do you move to be a data driven organisation?

Reach Consult specialise in data programmes and our team of developers and consultants have transformed how a number of organisations view and use their data.

We are currently working with a number of clients on PowerBi projects which are driving cost efficiency, operational excellence, customer satisfaction and driving a culture shift within the employee base. We do this with businesses ranging from SME’s to FTSE100 organisations all with a different approach and goals.

If this resonates with your organisation get in touch and one of our consultants can show the art of the possible.

17/07/2020

Here at Reach we recently encountered an issue many companies face. Due to the nature of our work, we have employees doing a lot of travel and we had a very manual process for claiming expenses, which was very time consuming and was left open to errors. So, we tasked one of our consultants to come up with a solution.

Within a few hours our consultant had designed and built an expenses app within our office 365 environment. The custom power app allows all our employees to enter expenses on the go and take pictures of all receipts.

This is the functionality that many business already have within their existing office 365 suite but they just don’t utilise it. A few hours work has saved days worth of manual work for our busy teams and we get to use an easy to use application that looks great.

This is just one on the many processes that we have been able to streamline using technology business already have.

If your business could use some help with office 365 or you have some processes that you know could be streamlined, then get in touch, we will be happy to help.

29/05/2020

29/05/2020

INTERNATIONAL DAY OF