Title:  Safeguarding Administrator

Job Purpose

 
•    Provide advice and support via different communication channels to customer in vulnerable situations
•    Provide advice and support via different communication channels to engineers supporting customer in vulnerable situations.
•    Maintain and develop working relationships 
•    Work within and promote the philosophy of safe team working 
•    Broad knowledge of Cadent’s Core Policies and Procedures that impact the way we operate 
•    Ensure efficiency and compliance to company policies 
•    Actively demonstrate and promote the Cadent Values, and positively contribute to a customer-oriented approach 
•    Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvements 
•    Be inquisitive with an interest in developing existing skill set and learning new skills 
•    Provide brilliant quality customer service to all internal and external stakeholders 
•    Demonstrate an inclusive work ethic
•    Be empathetic to customer struggling.
•    Be able to understand the challenges vulnerable customers face and have a desire to improve

Key Responsibilities

•    Supporting with driving and delivering high levels of customer satisfaction across all work-types
•    Ensuring customer interactions are managed effectively and appropriately, ensuring concerns are dealt with 
•    Ensuring a consistently high level of service for complaints and enquires resolution across all work-types 
•    Maximising opportunities to apply process improvement and best practice methodologies to improve customer performance.
•    Managing customer telephone contact for the core query resolution 
•    Operating office systems and equipment, processing documents and maintaining accurate performance information 
•    Resolving both enquiries and complaints from internal and external parties, consulting with different stakeholders to ensure satisfactory resolution of customer concerns across all work-types 
•    Providing technical support to others across the team 
•    Supporting the team leader with workload co-ordination and reporting activities across the team 
•    Ensuring the input of accurate data into spreadsheets, databases, and other business systems
•    Taking ownership of the customer relationship from initial contact through to resolution – ensuring the customer is kept updated and providing outstanding levels of service. 
•    Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvement 
•    Support the team leader to ensure that all team/internal stakeholders are always kept up to date regarding status,’ highlight any non-compliance and ensure continuous improvement
•    Support the team leader of the development, collation, and production of Key Performance Indicators to understand and drive performance

Skills and Experience

Practical Experience 

•    Experience dealing with customers.
•    Effective communication skills
•    Excellent IS system knowledge.
•    Good written skills