Job Function To liaise with and attend to client / customer queries in an efficient and effective manner to ensure quick resolution, optimal client / customer satisfaction and enhanced client / customer relations. Key Performance Areas · Deliver work activities according to set standards in order to satisfy customers. · Execute work activities effectively and efficiently in order to maximise financial performance. · Attend learning initiatives to improve work quality and enhance own skills. · Own and live up to the company values. · Execute own work according to set operating procedures service level agreements. · Execute work in line with governance and compliance processes. · Plan and organise own tasks to make sure that performance targets are met, and standard operating procedures are adhered ton (daily to 3 months). · Manage Health Care Workers and prevent staff shortages on site and manage penalties and AODs. · Manage all timesheets, invoices and correspondence relating to Pple staff. · Manage staff disciplinary hearings, grievances, warnings. · Manage injuries on duty and submission of WCA documents. · Manage Annual, Sick, Family Responsibility Leave. · Conduct interviews, screen and recruit staff for clients and the adhoc pool. · Provide continuous feedback on task delivery to support decision making. · · Receive, record, resolve or escalate and follow up on client/customer queries or bookings and provide regular feedback. · Serve as the first point of contact for client / customer support by effectively and efficiently resolving queries and requests. · Maintaining regular communication with both clients and staff on a daily basis. · Collaborate with internal teams and departments in order to resolve client / customer queries and ensure an exceptional client / customer experience. Qualifications Required · Grade 12 qualification essential · Must have a drivers license and own vehicle · Bachelor's or equivalent 3-year degree (NQF Level 7) Skills and Experience Required · Up to 5 years of experience in a similar environment · Presenting and communicating information · Writing and reporting · Strong Admin Skills and Computer Literate · Applying expertise and technology · Must have experience of managing 90 staff members · Analysing · Learning & researching · Delivering results and meeting customer expectations · Following instructions and procedures Coping with pressures and setbacks
