A fantastic opportunity is available for a Business Bar Analyst at a large utility company in Warwick, we are looking for employees to join our expanding team who show commitment and dedication to providing an excellent service to customers as well as being tenacious and methodical at all times.
The BusBar serves as a new way for Business Services to provide the business a face to face support service where they have the opportunity to get advice, query resolution and find out more about Business Services. The role of BusBar Analyst is essential to this as they support the day to day activities and liaise with colleagues visiting the BusBar.
The role requires you to work closely with other members of the Business Services Team and will be responsible for a variety of tasks that may change from time to time and will report to the Service Experience Manager.
Knowledge and Qualifications Required
Educated to A level / Diploma or higher in a relevant discipline or an equivalent combination of education, training and experience.
At least two years' experience working in a Service Desk environment
Customer service experience qualifications
Excellent customer service and interpersonal skills with demonstrable ability to communicate to all levels and influence colleagues.
A swift worker who is able to cope with high volumes of work, completing task within timescale's
Good analytical skills and able to analyses data to identify trends in issues reported and identify areas for improvements.
Experience of the concepts, objectives and life-cycle of Knowledge Management activities
Knowledge of governance and control processes and procedures
Flexible, adaptable and able to learn new concepts quickly
Excellent communication and collaboration skills
Strong focus on detail, documentation development and quality assurance
Technical Know How
Experience in CRM toolsGood knowledge of various social network platforms
Experience in troubleshooting and fixing business issues
Experience in using service management tools - such as ServiceNow or VivantioUtilizing the Service Management tool to manage and record incident report to resolution.
Ensure a seamless resolution of issues by engaging with collated resolver team to maximize first contact resolution Experience of working in a shared service centre desirable but not essential
Knowledge Management tools and best practice
Takes account of new information or changed circumstances and modifies understanding of a problem or situation accordingly
Interaction with people - Establishes relationships and maintains contacts with people from a variety of backgrounds
Effective and sensitive communicator in different societies and cultures
Customer Service Techniques
Proficient in Techniques for ensuring that full account is taken of customers' real and stated needs in the delivery of Business Service
Provide first contact to users and own the end to end resolution of user issues, managing through to resolution.
Oversee day to day activities.
Take ownership of escalations through to resolution.
Escalate to Service Experience Manager.
Utilising the Service Management tool to manage and record incident reports to resolution.
Ensure a seamless resolution of issues by engaging with collated resolver team to maximise first contact resolution.
Provide Users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
Manage BusBar incident ticket closure within the defined KPI's.
Analyses and monitor all open BusBar incidents and determine which incidents require escalation and follow up with respective incident owners.
Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.