A. ROLE: POSITION: LOCATION: REPORTING TO: FUNCTIONAL RELATIONSHIPS: B. PURPOSE: Customer Service Representative (CSR) Wellington Contact Centre Manager (CCM) On Call Clinician, Regional Care Coordination Teams, Regional Clinical Teams, Regional office staff, Support workers, Administration Centre National and Regional Managers To manage inbound enquiries from Access clients and Support Workers with a goal of providing first point resolution and customer service excellence. C. KEY RESPONSIBILITIES: 1. To be the primary point of contact for Access clients and remote staff 2. To respond to all inbound client and remote staff queries within agreed service time frames 3. To apply Access Customer Service Excellence Standards in all interactions 4. To accurately capture and escalate all reported client and staff incidents. 5. To manage all inbound calls with a view to providing first point resolution 6. To deliver services by following our Whakatauaki, We connect we customise we care /he kapiti hono, he tatai hono, he manaaki tangata. D. ACCOUNTABILITIES and PERFORMANCE OUTCOMES Customer Service PERFORMANCE OUTCOMES All client and staff interactions are managed professionally and follow agreed customer service excellence standards All client and staff interactions are documented in diary notes to ensure the many to many approach for contact management is promoted. All customer complaints are managed to resolution with appropriate follow up action and learnings taken First call resolution is a primary goal for all contacts Follows the customer service framework and meets all customer service KPIs Authority: NPRG Uncontrolled when printed Page 1 of 5
Call Management Support workers Relationship Management Professional Development Availability to receive calls is maintained throughout rostered shifts Calls are answered within agreed performance targets (KPI) Call handling time averages are maintained within agreed KPIs Calls that require follow up or response from other Access team members are clearly documented and forwarded to the right person for resolution Wrap codes are entered during every inbound call to provide information that will help enhance service provision Support workers experience effective and consistent guidance, direction and support Matters requiring attention are escalated approproately Support worker information is kept up to date and accurate, and changes are made and diarised as required Issues and incidents involving support workers are documented and forwarded to the appropriate regional team in a timely manner Actively contributes to a positive working environment for all Access staff including both remote and non remote workforces Understands and supports the importance of cultural values and beliefs of the organisation and its customers, both internal and external Promotes the values and beliefs of the organisation to all customers, both internal and external Establishes and maintains excellent networks among regional and national teams with a view to delivering a consistent standard of service excellence, thereby enhancing staff and client outcomes. Accepts constructive feedback and makes appropriate adjustments. Goals relevant to personal and career growth are actively pursued Professional networks are identified and utilised Authority: NPRG Uncontrolled when printed Page 2 of 5
Quality Assurance Other Responsibilities Is familiar with and complies with the Access Quality Policy and the current Access Quality and Risk Plan Understands and practises customer service skills Supports and promotes the Access document control process Participates in the complaints management response process and takes responsibility to report, investigate and resolve complaints relevant to role. Encourages a culture of reporting dissatisfaction and complaints. Assists CCM with timely resolution of corrective actions arising from internal and external audit, or as delegated by manager. Reports and relevantly documents all incidents and follows up within area of expertise Implements and integrates Access policies, procedures and guidelines. Understands and incorporates risk identification and control relevant to own role into daily activity Contributes to audits as required to analyse effective customer service, compliance with contractual agreement and accreditation Proactively reports on adverse trends/common themes that emerge to CCM. Reports to team leaders and Contact Centre Manager with accurate and timely statistical and narrative reports as required. Shows awareness of differing health and socioeconomic status of Maori and non-maori and acts appropriately Performs any other reasonable duties as requested by your manager, in a timely and professional manner Follows all company policies and procedures and relevant industry codes and legislation that provides guidance and sets down the requirements of staff. Authority: NPRG Uncontrolled when printed Page 3 of 5
Health and Safety Takes responsibility for your own health and safety, and those of your colleagues in the workplace as far as is reasonably practicable. Reports any incidents and workplace injuries as soon as they occur, or when you first become aware of them and actively participates in any subsequent investigation. Implements corrective and preventive actions to minimise risk of recurrence when incidents or injuries have been investigated. Completes appropriate documentation of all incidents/injuries/near misses on QD 7.3.1 Forwards identified hazards to the National Quality and Risk team for inclusion on the national hazard register. Actively seeks out health and safety training to increase own skills and knowledge Participates in training that may include but is not limited to: o Fire and emergency o CPR o Hazard and risk identification and management o Incident investigation and follow-up o Health and safety representative training. Participates in the Access consultation process, eg being available to be nominated as a Health and Safety Representative, or health and safety committee member, and participates fully in any meetings and initiatives required. Has a working knowledge of the Health and Safety in Employment Act and any regulations arising from the act relevant to own role. Actively works to achieve health and safety objectives set out in own performance review document. Authority: NPRG Uncontrolled when printed Page 4 of 5
E. PERSON SPECIFICATIONS: A customer service champion, who puts the customer first in all interactions An outstanding communicator across all mediums who is able to tailor style, language and tone to suit the specific audience A skilled negotiator, able to develop and achieve agreement for mutually beneficial solutions Able to keep a cool head in difficult circumstances, managing client complaints and escalations in a calm and professional manner. Builds excellent relationships with teams, partners and colleagues with a focus on collaborative success. Thrives in fast paced, innovative environments. The ability to recognise cultural differences and what that might mean in a health setting and how that will influence the way you go about the process for resolving differing views between people. A team player, committed to making a positive difference every day. Above average computer skills including common Microsoft office suite programmes F. SIGNATURES Employee: Signature: Date: Employer: Signature: Date: Authority: NPRG Uncontrolled when printed Page 5 of 5