Helèna Love

Incident Reviews Case Manager @Zellis

Peterborough, GB

Zellis is the leading provider of payroll and HR solutions for the UK & Ireland.My role as Incident Reviews Case Manager is to be responsible for the day-to-day management of escalations received from internal and external ResourceLink clients, ensuring a quality customer experience during a pain point situation. The role covers all Application Services, Change Management and IT related ticket escalations regardless of service delivery team allocation.Key responsibilities include: • Review and take ownership of requests for escalation, providing timely responses detailing all actions taken to facilitate progress of the escalated issue ensuring correct process and procedure is followed. • Ensure customer focus throughout the escalation process - establish and manage correct customer expectations through effective communication. • Liaise with service delivery stakeholders with regards to appropriate resource allocation and ensure escalations are being actively handled in the right manner. • Continue to monitor all active escalations, facilitating continued visibility, progress and ultimately resolution. • Collaborate with other customer facing teams, providing advice and guidance on all aspects of service delivery and client management. • Assist in Case Deflection activities utilising customer and case trend analysis. • Assist in the provision of escalation performance metrics.• Good understanding of commercial contracts and the support processes required to deliver effectively against those contracts.• High level of understanding the Implementation and Service Readiness processes for On-Premise, SaaS and Managed Service clients.• Understanding of the escalation processes within all UK and IE business units. • Appreciation of the HCM Product suite. • Appreciation of the UK and IE legislative requirements and timelines. • Tenacity / resilience when dealing with all aspects of escalation management.

Peterborough College

Health Professions and Related Clinical Sciences, Other