Customer Service

Responds to common requests for help by providing information where available. Maintains records, informs customers about the process and advises relevant persons of actions taken.

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of requests for support by providing information. Provides first line investigation and diagnosis and promptly escalates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of information used to support customers.

Monitors how well customer service is being delivered. Assists with the specification, development, research and evaluation of service standards. Applies these standards to resolve or escalate issues and gives briefings to staff members.

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that service delivery is tracked and monitored, metrics and reports are analysed, and issues are resolved. Drafts and maintains customer service policy, standards and procedures.

Influences the strategic direction and takes responsibility for the full range of customer service functions. Defines service channels, service levels, standards and the customer service monitoring process. Champions the service culture required to deliver organisational outcomes. Leads the development and implementation of organisational frameworks for complaints, service standards and operational agreements. Takes responsibility for legal, regulatory and contractual compliance.