1 of 1 Workflow Jobs in Staffordshire

part of the 1st line team. Allocate cases across other 1st line team members, balancing workload. Track SLAs, chase progress, and escalat Escalation & Workflow Act as first point of escalation for complex/priority tickets. Liaise with Delivery/2nd line to progress technical issues. Maintain communication with customers … share of 1st line tickets/chats each week. Maintain 99%+ SLA compliance for response and resolution times across the desk. Desk Coordination & Workflow Ensure all tickets are logged, categorised, and assigned correctly. Reduce “unassigned” or “stalled” tickets to <5% at any given time. Customer Experience & Communication Achieve ...