_____________________
__________________
____________________
__________________________
______________________
______________________
______________________
________________________
______________________
___________________
Role Overview The Cardiff Energy Team provides a Procurement and Bureau service to Savills Property Management Division clients. The role is based in the Cardiff office and although will report into the Operations Department will be a fundamental role across the whole of Savills Energy. The role is to manage the triaging and general non-specialist/Non AM query management of our "Zendesk" help desk tickets, working alongside and collaboratively with all teams within Savills Energy. The role is to support as and when required the query manager with Zendesk triaging the initial inbound queries, ensuring that the ticket is allocated to the relevant support team with the relevant information highlighted to make it as easy as possible for the assignee to deal with. There is a further task to work with the business improvement team and our customer service teams to identify patterns and help implement process changes to reduce the number of queries that are received, either by effective communication, automation or proactive actions. This has the potential to be a varied role with involvement in most aspects of the utilities and energy management service. Key Responsibilities Work closely with Heads of Department to ensure that we are effectively managing the Zendesk help desk tickets. Assist with the triaging of Zendesk Tickets, following rules for prioritising tickets and including managing the awaiting information and other triaging queues. Review (left hand side) ticket field data omissions within Zendesk and ensure these are completed. Reduce the volume of tickets sent to the teams by solving less complex tickets and quick wins at point of triage. This covers all aspects of our service to clients. Where a general non-specialist non Account Managed query is received, manage and resolve the query to conclusion. Where a query involves a number of issues that would need to be resolved by a number of different teams, keeping track of these and escalating to the relevant manager where appropriate. Help identify, manage and put together processes for queries that may currently sit outside the usual remits of the teams. Assist with reporting from our Zendesk software, and cross reference against other sources of information to identify trends and areas of potential improvement. Use the query system reporting tool to look for patterns and insights into incoming tickets. Assist with ongoing maintenance and development of Zendesk setup and the reporting tool, Explore. Assist with other projects from time to time such as work sprints and data cleanses. However the ultimate priority is covering triage. Ability to utilise all systems available to Savills Energy (internal: Zendesk/Explore, Optima, Compass, DCS, PMDATA, Asana, Proactis, SSRS) (external: ECOES, DC/DA, DNO, supplier portals etc) Assist with record keeping, including filing of emails. Be a go-to person if someone needs assistance with using Zendesk or answering general Non Account Managed or non-specialist queries. Look for continuous improvements within Zendesk and processes within the department. Plan and organise workload to ensure deadlines are met. Maintain a high level of professionalism when dealing with clients and colleagues. There will be a need to be curious and have detectiCardive skills Key Skills Strong team player: builds relationships and collaborates with others A logical thinker Good attention to detail and being able to work under pressure Organises workload effectively and efficiently. Excellent written and verbal communication skills Able to retain lots of information Flexible approach to workload Takes initiative Team Overview The Energy team sits within the Savills Property Management Division and provides an energy bureau and procurement service to the Property Management client portfolio. The successful candidate will work alongside Savills Property Management's Sustainability and Commercial functions to help manage and develop a client focussed Energy and Utility service. Find out more about Savills offer Recruitment agencies Savills only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and directed by a member of our recruitment team. We do not pay agency fees when speculative and unsolicited CVs are submitted to Savills or any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid. Submission of any unsolicited CVs or proposals to Savills will be deemed evidence of full and unlimited acceptance of this approach.
Job Title: Mortgage Quality Assurance Assessor Location: Cardiff Hybrid 2 days WFH 3 days office based once probation period has been passed Salary: Up to £35,000 Hours: 35 hour week Monday to Friday 9 am to 5 pm Benefits: 11% Non-Contributory Pension Scheme with the option to Salary Sacrifice 25 days holiday plus bank holidays Private Medical Cover Life Assurance Income Protection Employee Assistance Programme with access to confidential counselling, financial advice, legal advice and more Birthday Treat About our Client: Our client is a Buy-to-Let specialist lender that has leading the way since its 2014. They are more than just a financial institution and are committed to using the power of data-driven insights to fuel innovation. Aspiring professionals have the opportunity to study the CeMap alongside working to enrich their expertise and paving the way for a successful career journey. The office space features prayer rooms, breastfeeding rooms, and quiet spaces, ensuring that every individual has a comfortable and inclusive environment. Need some solo time for focused work? Discover the convenience of singular pods, offering a dedicated space for independent tasks. Our client invites you to be a part of a community where your skills are valued, your growth is nurtured, and your contribution shapes the trajectory of the company. About the Role: We have a great new opportunity for a Quality Assurance Assessor, you will be required to carry out Quality Assurance Assessments for the business, accurately understanding and assessing policies, procedures, systems and controls. The position will then focus on providing feedback, reviewing trends and making recommendations for improvements, ensuring the business is acting compliantly at all times. Responsibilities: Carry out routine assurance activities for all teams on systems and controls and ensure impartiality at all times Provide feedback from assurance activities to Team Leaders, Department Managers and staff outlining potential improvements, training needs, adherence to policy and procedures, trends and recognition where good performance has been achieved Provide recommendations to management on where improvements to customer outcomes and experience can be made Record assurance results for individuals and teams accurately and within SLAs Ensure records are updated and maintained in accordance with agreed policy and procedures Continually consider improvements for service and efficiency making suggestions through agreed channels Apply all aspects of the desired consumer outcomes of Treating the Customer Fairly (TCF) and the Consumer Duty Take responsibility for your own learning and development Carry out ad-hoc tasks as required by management Experience required: Quality assurance background from any financial services-related business. Enthusiastic, flexible and keen to learn and develop a career in Financial Services Excellent communication skills both written and verbal are essential Able to be self-managing in respect of scheduled workload Passionate about service delivery Confident self-starter with the ability to build positive relationships A willingness to study a relevant professional qualification Trusting Stellar Select: At Stellar Select, our commitment goes beyond recruitment; it's about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success. Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness. Embark on your career journey with confidence, knowing that our services are designed with your success in mind. Here's what our complimentary service includes: Expert Consultants: We are your allies, dedicated to understanding your goals and guiding you toward success. Industry Expertise: Benefit from our in-depth knowledge of the industry, providing you with insights that set you apart in your career. 1-2-1 Experience Discussion: Your experiences matter. Engage in personalised discussions about your journey and how it aligns with the job role. Interview Preparation: Step into interviews with confidence. We provide thorough preparation to ensure you shine in every interaction. Negotiation of Job Offers: We'll manage the negotiations on your behalf, aiming for offers that align with your expectations. Market Insights: Stay informed with the financial market insights that empower you to make informed career decisions. Recruitment Process Updates: No more uncertainty. We keep you in the loop with regular updates on your recruitment process. Matching to Other Roles: Your journey doesn't end with one opportunity. We explore matches to other roles based on your experience and interests. Referral Programs: Spread the word and be rewarded. For more information regarding the role of Mortgage Quality Assurance Assessor please contact us Stellar Select is acting as an employment agency and is a corporate member of the REC