Boh Team Support Officer (Internal)- Secondment

Job Description:For Internal CandidatesAs a Team Support Officer, you will be a subject matter expert, fielding & responding to questions from the team in a timely and professional manner.Reporting to Correspondence Team Leader and working to identify & deliver training needs across BOH for both new & existing employees.· Assist the BOH Team leaders evaluate the standard of processing anddeliver focused coaching through skill gap analysis.· Prepare draft responses where standard templates do not result in a first contact resolution for the customer.· Manage and coordinate calls that do not result in first contact resolution· Escalate any risks, probity and privacy issues identified within your daily activities· Coach, train and develop staff, including regular feedback sessions.· Process and respond to complex requests received on behalf of our clients.· Identifying skill gaps within the wider business and work with leaders to educate and reduce double handling within all Civica departments.· Create and maintain work instructions and ensure that all manuals are kept up to date.· Liaise with external stakeholders to continuously lift the standard of service provided.· In-depth knowledge of relevant BOH guidelines, processes, and performance standards.· Strong verbal and written communication skills· Ability to follow policies and procedures.· Well-developed investigative, problem solving and decision-making skills.· Work as part of a team to ensure service standards are met.· Time management skills.Application closes on 12th April Friday 24.