Business Focus

We’re focused on achieving our strategic goals. We align all that we do with the business plan

Personal Impact

Working constructively and respectfully with our colleagues and customers we all make a valuable contribute to the success of the business.

Change & Innovation

We actively seek opportunities to change the way we do things in line with our customers’ and colleagues’ changing needs.

Decision Making

We use sound judgement to make balanced decisions in line with Northgate’s best interests.

Performance Management

- We expect, monitor and recognise high levels of performance. We actively address underperformance.

Open Communication

We are open, clear and concise in all of our communications

Self Development

We recognise the need to learn to be effective in a changing world and actively pursue opportunities to improve our capabilities

Level 1

This level requires working effectively with supervision.  Key attributes are the ability to think about the implications of decisions, delivering the right service in a timely manner and promptly adapting workload to take on board changing circumstances.

Analysis and diagnosis of problems

Progress and resolve assigned incidents, by identifying underlying issues and causes, as well as the symptoms, on an incident by incident basis

 

Owns customers problems and does what it takes to satisfy customer’s needs.

 

The resolution of time critical problems to ensure Service Level Agreement is maintained.

 

Logical thinking/problem solving skills.

 

Customer care

Call logging systems.

 

Ability to work to deadlines

 

Client Liaison and Effective Communication

Demonstrate an awareness of client care in terms of telephone techniques

 

Deals with customer contacts to process incidents over the telephone and in so doing anticipates likely objections and adapts communication to minimise conflict

 

Listen actively to customers using knowledge and experience to establish relevant details of customer queries.

 

Active Listening

 

Customer Care

 

Product knowledge

 

Product

Acquires, develops and shares knowledge.

HR and/or Payroll system environments