Responsibilities

Client Issue Diagnosis

• Collate and conduct initial analysis of the information gathered through interviews and research to support the diagnosis of underlying client issues and problems and the design of single solutions.
• Customer Service
• Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.
• Community of Practice Management
• Participate in a community of practice in a defined area of expertise or consulting to begin to build own expertise.
• Product/Service Information
• Provide basic product/service information and respond to basic customer questions about the product/service.
• Data Collection and Analysis
• Perform basic data entry tasks, including data verification.
• Knowledge Management
• Collect and create content, best practices, and case studies to capture and share knowledge.
• Personal Capability Building
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Solutions Analysis
• Assess compliance with established standards and protocols for routine inquiries.
• Operational Compliance
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Improvement/Innovation
• Accept changes at work and provide support when asked.