Enquiry Advisor - External Relations - 104118 - Grade 4

The team in which this post works triage a high volume of inbound queries from a diverse client group of both internal and external customers, through multiple communication channels. The team triage all queries to identify where tasks can be resolved at the point of enquiry or the best resolution pathway where specialist support and/or knowledge is required (acting as a gateway to other support services). They will take responsibility for certain areas of expertise and will be the ‘go to’ person within the team for those enquiries. They will be expected to make a proactive contribution to the ongoing development of the online knowledge base. In addition, the post holder will undertake a range of other tasks supporting the wider Contact Team and its operational objectives.