We're exclusively recruiting for a Service Administrator for this company based in Dunstable who are the leading provider in their industry.
This job has come about due to the company growing and looking for a new person to bring into the team and fully train into the role - So it could suit someone junior looking to start an interesting career or someone with a good level of customer service/admin experience and wanting to take that into something new and full of future potential.
You'd be joining a well-established company and a high-functioning team of very kind, supportive and fun people with a real work hard, play hard attitude.
To be a success in this role you need great people skills and the ability to multitask and juggle as you'll find that in any typical day with this team you'll be scheduling engineers, raising invoices, answering customer queries and much more!
This is a permanent role and will be paying £23,500 as a starting salary.
Hybrid working is on offer here as standard, the team work Monday to Wednesday in the Dunstable offices and then work remotely Thursday and Friday.
The team operate Monday to Friday, 8.30am to 5pm - Although they do have an "on-call phone" for emergencies which the team share on a weekly basis, on average you'd currently expect to have the phone 1 in every 10 weeks, and you are paid additionally for that week as well as extra's for each call you take.
What to expect day-to-day:
The main goal of this role is to manage and drive the customer experience within this very busy side of the business, providing top class customer support by offering a proactive, efficient and useful service.
- Logging calls from customers
- Logging information correctly on the system
- Booking service calls
- Call and email logging
- Fully involved in all aspects and seeing jobs through from start to finish
- Dealing with customer queries efficiently and effectively
- First point of call for dealing with invoice queries for the customer
- Communicates with the scheduling team to ensure calls are booked
- Take ownership for your customers and associated workload
- Building relationships with engineers to ensure the smooth running of all internal processes
- Ensure that the customer has sight of their worksheet within the agreed timescales
- Invoicing all calls appropriately and within agreed timescales
- Driving customer service in every interaction always thinking of exceeding their expectations
- Proactively documenting customer updates at every given point of the 'journey' of the callout
- Ensuring engineers are fully briefed of the works with accurate job notes
- Managing client expectations with equipment delays
- Supporting the Account Management Team with customer updates
- Keeping the client informed of expected attendance time and dates (via phone, email and portals)
- Working closely with the Engineering Manager to make sure technical issues and escalations are resolved in a timely manner
- Providing quotations and issuing to our customers (as required)
- Approving and managing queues to ensure that the jobs are completed in line with requirements.
- Regularly contributing to the service on-call rota to support the out of hours operation of the business
Candidate Skills:
- Communication skills are of the upmost importance - Ideally the ability to demonstrate you have customer service experience skills
- You'll be working with fellow colleagues, customers and engineers so the ability to build relationships with them and have positive conversations
- The ability to work with your own initiative
- Multitasking, juggling and managing your own workload
- A positive and can-do outlook and approach
- A team player
We are currently recruiting for this role and looking for candidates that we can interview for the role ASAP, so do not hesitate to get in touch with Bobby or Ryan by applying.