Customer Support Analyst

Lorien Resourcing
£90.00 - £92.00 per day
13 Oct 2016
21 Oct 2016
Support Analyst - Complaints and escalations Purpose of the role A Workplace Service Centre Escalations and Complaints Analyst works as part of a dedicated team of people who support and deal with all chasers/ escalations/complaints received into the Workplace Service Centre ( to encompass all areas) Provide timely updates to RBS colleagues of progress; expedite resolution of outstanding incidents/requests where possible. Provide telephone support, assisting RBS colleagues with the progress of their incident/requests Provide a central point of contact and first/second level support using the incident management, request fulfilment and property requests systems. The Escalations and Complaints Analyst will work from Escalations and Complaints database, incident queues in HP Service Manager, Remedy, MGF and Mailboxes As required, provide First Point of Contact (FPC) technical solutions to branches, departments and certain external RBS and 3rd Party colleagues of the Bank who contact the Centre with IT related problems. Where a FPC resolution is not possible, transfer the incident to the appropriate team for resolution or out to a maintainer to provide a physical hardware fix. The meeting and exceeding of deliverables enables the Workplace Service Centre to add value to Workplace Services Skills White/Yellow Belt Six Sigma qualification would be advantageous Excellent communication skills written and verbal with the ability to build strong relationships Good organisational skills with the ability to channel & interpret information to maximum effect Self-driven and motivated Capable of working under pressure and tight deadlines Understanding of Continuous Improvement skills Confident in a highly demanding colleague facing role with the ability to prioritise tasks and work on own initiative Deliver consistent levels of technical assistance and resolution in a timely, efficient and professional manner with minimum of supervision. Collate information using sensitive but rigorous questioning techniques whilst acknowledging that each individual has a unique and personal view. Generating multiple fit for purpose options and evaluations whilst comparing the implications in terms of risks and benefits. Adhere to guidelines and procedures including the management of risk based activities. Gather less obvious technical information that is relevant to other parts of the business/problem ensuring that information is documented in an articulate and accurate manner to support prompt resolution and follow up problem management activities. Apply reasoning to analyse the relationship between different parts of technical problems/issues/situations to distinguish causes from symptoms. Take ownership of recurring issues/events and escalate accordingly to support problem management and root cause analysis. To apply for this position please submit your cv or call 02076541024 to discuss. This job was originally posted as

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