| Location: London | Salary: Negotiable |
| Sector: Corporate & Professional Services | Specialism: |
| Type: Permanent | Contact: Oliver Jones |
Yardi BPO Services Leader, London (Hybrid)
Negotiable Salary & Benefits
Are you a Yardi expert? Do you possess great communication skills and enjoy leading and helping others? If so this may be a great opportunity for you.
This is a hands on position leading a team which provides support services to external clients. The Team Lead ensures timely, accurate, and effective delivery of resolutions for assigned clients. This role actively works with the team to resolve support requests and trains team members.
Essential Job Functions:
- Submit accurate time and expense reports in a timely manner.
- Track trends of service requests and work with clients to mitigate recurring incidents.
- Develop and maintain close working relationships with clients.
- Ensure timely and effective delivery of issue resolution for clients and the business.
- Create knowledge documents for client specific processes.
- Document client requests and resolutions in ServiceNow.
- Monitor ServiceNow queue and respond to client requests for support in a timely manner.
- Prioritize and route client requests to other internal and external resources.
- Lead and participate in client status calls.
- Prepare and understand client metric and status reports.
- Develop and present client training on applications and business processes.
- Validate and test proposed resolutions from vendors and external resources.
- Work with vendors and external resources to ensure timely resolution.
- Focus on advanced requests and incidents requiring a deeper level of knowledge.
- Review issue resolution documentation and knowledge articles created by team members to confirm accuracy, adherence to standards.
- Work closely with team members to review support requests and resolution, improve the level of service provided to clients, and train team members.
- Act as a point of escalation and subject matter expert for team members and other internal personnel.
- Review and improve client SLAs and metrics.
- Support department and company-wide projects and initiatives.
- Assist with interviewing, hiring, training, and mentoring department staff.
- Able to act as an Advisor to Colleagues.
Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
