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• Operating the University Switchboard: handling all internal and external calls • Running operational reports on the Switchboard service. Analyzing data to identify issues with the Switchboard service • Data entry: updating, maintaining and retrieving records held in the university database • Providing and discussing reports with the University’s key stakeholders, including the Board of Governors. Contributing to decision making to improve the Switchboard service and configuration of operations • Advising callers: giving routine information on courses and recruitment. Effective handling of calls – analyzing efficiently, informing and directing callers as necessary. Consciously promoting the University through all external communications • Remaining empathetic to all parties concerned when receiving calls, analyzing issues and directing them to the correct department. Employing problem solving skills when departments or members of staff are unavailable • Employing an extended knowledge of University operations. Compiling frequent phone and email correspondence to departments to ensure this information is accurate and to ensure quality of service given • Communicating with the Telecoms and IT Service Desk team to solve technical difficulties • Improving methods of working as a method of problem prevention
• Excellent customer service, maintaining relationships with customers. • Identifying and exceeding customer needs through individually tailored approach. • Personal shopping and keeping an up to date Client Book. • Hitting targets, keeping and rising KPI and UPT. • Processing till operations, working with database. • Delivering weekly stock and sales reports.