Investigations & Escalations Advisor

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Including holiday pay

Start date and shifts

4 Dec 2021 · 21 shifts

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Job role
Office Assistant
Experience level


Office Assistant with a completed training as an office assistant or at least 3 years of experience. Advanced user of MS Office and advanced typing speed. Please note: Proof of your experience must be stated in your CV.

Job description

Key Responsibilities • Manage escalated contact as required by our vendors and as per consumer or restaurant demand • Work to individual and team SLA’s to maintain service level and ensure we respond to our customers and restaurant base in a timely manner • Inform and relay real time issues to management as they are reported by customer and restaurant estate • Understand compliance and tech rules in line with legislation changes • Have the ability to analyze the root cause of issues and escalations • Manage and feedback to your managers based on repeat and excessive escalation contact • Propose process/training opportunities • Resolve issues first time within expected service guidelines • Display exemplary service to our estate and 3rd party providers Candidate Profile & Characteristics • Listening skills and empathy / soft skills • Time keeping and punctuality • Troubleshoot escalated queries in a quick and effective manner. • Understanding of customer relationship and ticketing technology • Ability to work independently and resolve queries as per process • Proven ability to use a wide range of data, information and experience to create positive outcomes for the business • Manage replies from departments such as finance and sales on invoice and or new sign queries • Service department and customer experience desired • Detail orientation, good listening skills and problem solving skills - strong initiative and service-minded • Organized and detail oriented - target orientated/results driven • Problem solving skills • Excellent spoken and written skills with the ability to communicate at all levels of the stakeholder and business spectrum This job is 3 months full time with a potential permanent opportunity at the end. You will be working from home and must be able to commit for this duration. Equipment will be provided by the company but you must have good internet connection.



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Job location

Borehamwood WD6

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