Job description


SLA & Adherence Agent (0385)

The Role

Ascent have a great new role working in our new Manchester office. As an SLA & Adherence Agent you will be responsible for providing a professional and high standard of service to our Client. This will involve ensuring adherence to client SLA’s and ensuring client’s needs are maintained.

As part of the role you will need.

  • To ensure delivery and adherence of client SLA’s of the field based representatives and understanding how individual and team performance impacts on performance of the business
  • Processing inbound and outbound calls, contacting agents and clients ensuring that reports are returned within agreed timeframes
  • To build proactive relationships with field based representatives
  • To be proactive where client SLA’s cannot be adhered to contacting the client to request a reasonable extension and ensuring extended deadlines are met
  • To assist with teams resource levels, ensuring the client’s needs are maintained in line with seasonal fluctuations
  • Ensure work undertaken is in line with client expectations best practice and SLA requirements
  • Recording all contact accurately on the system and updating account information
  • To assist and deal with any queries and escalated challenges from self-employed agents
  • To ensure all self-employed field representatives details including licences, insurance details etc. are up to date
  • To assist the Allocations & Capacity Manager manage the capacity management process across the field network
  • To assist the Allocations &Capacity Manager ensuring that self-employed field based representatives training is up to date and completed on time
  • Complete compliance module and refresher training as and when assigned to ensure up to date knowledge of regulation and codes of practice.
  • Adhering to both internal and client SLA’s, understanding key client scorecards and understanding how individual and team performance impacts on performance of the business
  • Work effectively as part of a team - May be required to support others to facilitate teamwork in the department.
  • Any other duties/tasks as assigned by Line Manager

If this sounds like the role you are looking for then please apply!


Conduct Requirements

Individual Conduct Rules

1 You must act with integrity

2 You must act with due care, skill and diligence

3 You must be open and cooperative with the FCA and other regulators

4 You must pay due regard to the interests of customers and treat them fairly

The Benefits

In addition to your basic salary we have a competitive benefits package including pension, critical illness cover, health cash plan, death in service, discounted legal services, 25 days hols (this increases with length of service), discounted online shopping, discounted gym memberships and season ticket loans.

Additional Information

As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.

The background checks made will establish your eligibility to work in the UK, and criminal record check and financial checks ­with a credit reference agency will also be undertaken.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.

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One St Peter's Square, Manchester, Greater Manchester, United Kingdom, M2 3AF
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    Full Time
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