BSC Advisor

Processing referrals and multi channel queries from stakeholders who require information, help and guidance in relation to the Dynamic Framework ETE contracts within the Business Support Centre. To work in an efficient manner, in compliance with company policies and procedures. Strive to maintain a high level of service to all customers, as you would expect yourself.

Core Responsibilities
1. To work flexibly and efficiently within the team to provide a central point of contact for the Dynamic Framework ETE contracts.
2. Make and receive phone calls, monitor and manage web chats and email inboxes and at times paper based communication via letter writing to encourage service user engagement with the ETE service.
3. Accurately check, validate and process ETE referral documentation to required standards within agreed timescales.
4. Provide accurate and clear advice and guidance on all general scheme queries including service users, probation staff and courts
5. Processing of new customer referrals within timescales and quality standards and ensuring adherence to the Data Protection Act and all confidentiality procedures are followed at all times.
6. Allocating and arranging initial appointments for service users and ETE coaches
7. Maintain up to date and professional case management notes within systems and provide accurate data for MI collection.
Key Performance Indicators
1. Meet or exceed customer engagement performance and quality targets within agreed SLAs.
2. Ability to transfer skills between a varied range for communication channels at ease and with minimal impact on the customer journey.
3. Timely and successful first time resolution of, at times, long and complex customer calls & complaints.
4. Demonstrate excellent customer service to achieve a high customer satisfaction score.
5. Work towards a behaviour and performance matrix
6. Complete mandatory learning and take ownership for personal growth.

Essential
1. Customer Service experience and being passionate about excellent service standards.
2. Ability to communicate effectively and build rapport with customers with great listening and questioning ability.
3. Effective written & verbal communication skills with the ability and knowledge of web chat facilities in a multi-stream environment.
4. An open, enthusiastic and positive approach.
5. Logical problem solver with attention to detail.
6. The ability to build rapport with customers quickly.
7. Good questioning and listening skills.
8. Decision making taking all aspects into account showing empathy in sensitive situations.
9. Accuracy, attention to detail and the ability to analyse cases and identify solutions.
10. Flexibility to support the business.
11. Able to work efficiently in a pressurised environment.
12. Experience of using Microsoft Packages and general ICT proficiency.
Desirable
1. Customer Service qualification (or working towards)
2. Advanced Excel skills
3. Understanding of the needs of customers from disadvantaged backgrounds