Skill required Omnichannel - Customer Service Designation Customer Contact Comms Associate Qualifications Any Graduation Years of Experience 1 to 3 years About Accenture Accenture is a global professional services company with leading capabilities in digital cloud and security Combining unmatched experience and specialized skills across more than 40 industries we offer Strategy and Consulting Technology and Operations services and Accenture Song all powered by the world s largest network of Advanced Technology and Intelligent Operations centers Our 699 000 people deliver on the promise of technology and human ingenuity every day serving clients in more than 120 countries We embrace the power of change to create value and shared success for our clients people shareholders partners and communities Visit us at www accenture com What would you do You will be aligned with our Customer Support vertical and help us in managing resolving customers query handling escalations and complaints of the dissatisfied customers giving best resolutions You will also be responsible for closing the fault and complaints within SLA s The purpose of this role is to oversee the dispatch of engineer visits schedules and communicate with customers to ensure timely visits Utilizing our world-class scheduling system you will manage any customer visits at risk of not happening The Real-Time Workflow Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows supporting field operations and improving customer experience through proactive decisions and escalations In this role you will be responsible for effectively communicating with our customers Utilizing our world-class systems and collaborating with our Home Service Planning Business Sales and Service teams you will swiftly and efficiently resolve issues embodying our one and done culture Your expertise in customer communication and complaint handling will complement the tools at your disposal ensuring we fulfil our customer promises get unhappy path visits back on track providing a first-class service to our engineers and customers ensuring we get the right engineer to right job when our customers need us What are we looking for o Coordinate and communicate effectively with internal teams and external customers through telephony and Live chat to ensure timely resolution of issues and seamless information flow o Manage challenging visit journeys and contact customers to confirm visit date suitability o Help manage day-to-day engineer activities mainly including handling requests from the Onshore RTWFS Tier 2 Field requests o Oversee customer journeys requiring additional support and attention o Respond to internal customer inquiries and manage expectations effectively o Support ad-hoc requests from various business areas and keep stakeholders informed o Represent the Real Time Workflow Team in various meetings o Monitor Amend control highlight Area Performance o Assist with responding to high priority and or complex client requests to ensure that requests are handled quickly correctly and appropriately o Respond to Client queries and escalations on email Phone o Provide daily updates to Field Managers and internal reports regarding routing-related issues at-risk jobs and incomplete activities o Assist with team-specific activities including Mailbox MS teams group channel o Assist with monitoring team and individual area performance o Experience 2 years in dispatch and field services Excellent Customer Communication Skills proficiency in complaints handling experience in case management and ability to manage multiple workstreams o Education Any Graduates however ask for a passion for learning o Technical Skills Proficiency in customer management and field services systems o Communication o Excellent English verbal and written communication abilities exceptional interpersonal skills o Valuable understanding of UK geography to support region-specific tasks and communication o Collaboration Excellent stakeholder management skills to raise issues and ensure KPI s are met balancing business needs Roles and Responsibilities oIn this role you are required to solve routine problems largely through precedent and referral to general guidelines o Your expected interactions are within your own team and direct supervisor o You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments o The decisions that you make would impact your own work o You will be an individual contributor as a part of a team with a predetermined focused scope of work o Please note that this role may require you to work in rotational shifts Any Graduation