ACCOUNTABILITIES

What will you be accountable for achieving?

KEY MEASURES

How will you be measured?

Incidents logged

·      All incidents logged within SLA standards

·      All incidents not resolved within SLA to be reported daily

Accurate and timeous reports

·      X reports prepared on a daily, weekly basis

·      All supporting documentation filed in the appropriate manner and available for legal and reference purposes

Customer service trends analysis delivered

·      Analysis of trend data

·      Monthly and weekly reports

·      Exception reports

·      Implement a monitoring and tracking system

What behaviours are you required to display in this role, in line with the values of the business?

Innovation

·    Plays a leading and supporting role in implementing initiatives at team level

·    Identifies opportunities to improve the business through analysis of data

Customer Service

·    Anticipates and resolves issues or obstacles that impede timely completion of tasks

PERSONAL ATTRIBUTES

What behaviours are you required to display in this role?

·      Commitment to the internal customer service

·      Commitment to high performance, delivery focused, and goal driven.

·      Flexible and adaptable to changing circumstances and requirements.

·      Identifies opportunities to improve the business.

·      Anticipates and resolves issues or obstacles that impede timely completion of tasks.

·      Attention to detail.

·      Plays a leading and supporting role in implementing initiatives at team level.

TECHNICAL COMPETENCIES

Systems, processes, and technical competencies:

·      Knowledge of relevant computer packages (e.g. Excel), able to capture information and produce reports based on the F&O system

·      Knowledge of identified business systems

·       Understanding of process compliance

Finance and Business:

·         Understanding of business measures and targets directly relating to own role

·         Ability to analyse and interpret finance and performance indicators at a detailed level

·         Able to scrutinize and interpret written and financial documentation, identify mistakes and problems

Health and Safety:

·         Understanding of relevant legislation and own role in maintaining a safe and healthy work environment

Customer:

·         Understanding of the impact of own role on service delivery to internal and external customers

·         Customer service mindset

Self:

·         Ability to identify operational obstacles and opportunities and refer to appropriate management 

·         Able to work flexible hours in line with business requirements

·         Ability to work under pressure whilst maintaining attention to detail.

·         Continue to strive for a goal even in the face of adversity