• Respond to incoming customer calls promptly and courteously to ensure a positive service experience. • Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism. • Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity. • Address customer questions, troubleshoot issues, and escalate complex cases when necessary to ensure timely and effective resolution. • Provide clear and accurate information regarding products, fare media, programs, and related services. • Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping. • Meet or exceed established KPIs, including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality.

Title: Veteran Liaison Support Officer (VLSO) Humber Location: Home Based Department: OpCourage Humberber Location: ​Home / Hybrid with travel to multiple locations within Humber Teaching NHS Foundation Trust. The role covers a wide geographical area including Hull, the East Riding of Yorkshire, Scarborough, Ryedale, parts of North and North-East Lincolnshire. Possible travel to North Yorkshire. Salary: £30,720 Hours: 37.5 (e.g. 9 - 5 with half hour unpaid break) Contract Type: Fixed Term Contract (Until March 2029) Company benefits: - 5% Employer Pension contribution - Employee Assistance Programme - Bike 2 Work Scheme - Death in Service following successful completion of probation - Travel expenses - Competitive annual leave WWTW’s Care Coordination service involves the assessment of needs for your client, the sourcing of appropriate support and the ongoing navigation of that support. You remain the central point of contact as you support your service user to address their challenges, which may include a lack of secure housing, debt, social isolation, relationship breakdowns, lack of education and training, welfare issues or substance misuse. We are looking for a Veteran Liaison Support Officer (VLSO) who can work within a muti disciplinary team and fully appreciates the patience, resilience and self-motivation that is required to support a dispersed and diverse caseload of individuals. You must be someone who is able to work independently, particularly in managing your time and caseload, whilst recognising that you are one crucial element of a wider team of support who will need to work collaboratively to get the best outcome for clients. We welcome applicants who have experience or specialise in housing, although it is not essential. Experience of working with veterans would be beneficial although again, not essential. The Veteran Liaison Support Officer (VLSO) will have a caseload of ex-servicemen and women who may, at times, be facing multiple complex needs. Working with local delivery partners, you will make referrals for support, whilst retaining the overall caseworker responsibilities. Your role will be crucial to the success of the service user’s outcome. If you are an experienced caseworker with an understanding of working with clients who require tailored support, we would like to hear from you.

• Responding to customer inquiries related to our products by handling inbound calls and callback requests as well as email messages • Initiating test scenarios or remote sessions with customers as needed in French and English • Taking ownership of user problems and being proactive when dealing with user issues • Documenting customer inquiries and issues in Salesforce • Gathering information from customers and systems to investigate issues with the help of next-level support • Working independently and collaboratively with other teams to solve complex problems while continuously improving knowledge and skills to provide the best possible customer experience.

• Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality. • Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis. • Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor handoff experiences to human agents. • Analyse AI interactions to identify key business and customer insights. • Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior. • Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels.