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The user is responsible to handle inbound calling & back office transactions in UK utilities client area. Primarily responsible for managing calls & transactions as per the SLAs outlined by the client. Ensure that all the transactions are processed as per defined and documented desktop procedures. Ensure that the assigned targets in accordance with SLA are met. Ensure that the quality of the transactions is compliant with predefined parameters. Expected to work within strict deadlines, meet and continuously strive to exceed expectations for all process metrics and customer satisfaction measures.