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Helpdesk Assistant

Company Lloyds Banking Group Location West Yorkshire
Contract Permanent Position Salary £18054 - £20060 per annum
Sector(s) Banking

Job Description

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Customer

  • Adhering to all agreed processes for dealing with broker calls - reading emails in a timely manner, utilising resources available How To, Website, Interchange, huddle book, logging all calls appropriately, completing AXIS referrals with relevant broker information
  • Achieve SLA's for call duration, not ready/unavailable, calls per month, call monitoring, work actioned vs time available
  • Accurately record all telephone calls received including broker details and reason for call

People Development

  • CES - contribute and ownership of the key actions from the 2 surveys
  • Personal responsibility to bridge to remain fully competent in role

Control Environment

  • Ensure that all stat training is done within the agreed timescales and that the correct course is completed
  • Achieve 97% or higher on all call monitoring

Building the business

  • Take on board the training and any process changes linked to key intermediary programmes of work, 10 year destruction policy, Document Upload and Pre Pop 2
  • Naming Conventions - all documents stored on the s drives from June last year should be in line with these standards
  • Ensure job cards are followed when completing manual processes

How to Apply

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