Root Cause Support Technician

Pertemps Managed Solutions
13.16 GBP Hourly
07 Oct 2017
25 Oct 2017
Contract Type
Pertemps are currently recruiting for a Root Casue Technician working for a Utilities company based in Coventry.

Root Cause Technician - To develop a clear and accurate understanding of the root cause of customer chase calls, whilst also proactively identifying customers who haven't been kept informed throughout the journey allowing us to react and prevent customer dissatisfaction

• Interrogation of our Operational Systems in order to identify the root cause of customer contact

• Complete reviews of customer journeys to identify if customers are being kept informed throughout

• Collating data and producing clear presentations and reports which allow the management team to make informed decision on actions required

• Support the customer planning team in proactively contacting customers

• Identify improvement areas and support the delivery across the Customer Planning team

Root Cause Technician - Experience:

In order to succeed in this role it is expected that you will have the following:-

• Experience in organising and prioritising workloads

• Experience of excellent verbal and written communication with people at all levels effectively

• Experience of handling queries over the phone, letter and by email (inbound and outbound) in an efficient manner

• Experience of working to targets

• Experience of working and supporting others in a team environment

• The ability to demonstrate enthusiasm & a driving passion for delivering excellent customer service

• Knowledge of operational processes and procedures

• Knowledge of SAP ECC and SAP CRM

• Knowledge of Microsoft Excel and PowerPoint

• Ability to present complex data in a clear and easy to understand format

•Ability to work under own initiative as well as part of a team

•Ability to manage time

•Excellent communication skills across a broad range of STW stakeholders

•Establishes good relationships with staff and relates well to people at all levels

•Analytical rigour to support continual business/customer service improvement through implementation of new initiatives / best practice - ability to understand and diagnose all options available and draw correct conclusions

•Ability to both produce and present clear and accurate reports and presentations, dealing with complex data from a variety of sources across all parts of our business and prioritising actions