Administrator

At Frank Finn Plumbing, we are seeking a proactive full time Administrator to join our small established business based in Teddington.

Job Overview

The Office Administrator(s) are the first line customer support for all incoming communication with the main task of answering the telephones, checking the voicemails and checking the main mailboxes. They will ensure that customer calls/queries are dealt with in a timely manner, booking jobs, sourcing and ordering parts etc, and where necessary passing to colleagues for response.

They are also the main contact for all site related jobs; managing the entire lifecycle, liaising with the building contractors from start to finish, creating quotes, converting to jobs, ordering parts, assigning engineers and issuing invoices.

Weekly follow ups should also be carried out with customers regarding outstanding invoices and request reviews.

Working collaboratively with the other Administrators, they will maintain the day to day side of the business, ensuring handovers are completed as appropriate each day.

It is the responsibility of the entire Office Team to ensure all policies and procedures are adhered to, to ensure the smooth running of the office and in the interest of continuous development, make recommendations to the Managing Director where further improvements can be made.

Responsibilities

• Be the first line contact for all jobs via all communication channels, ensuring responses are processed in a timely manner

• Manage the entire lifecycle of site jobs including creating/agreeing quotes, converting to jobs, following up/rescheduling appointments, raising invoices at the appropriate stages, ordering parts and tracking deliveries, raising extras as appropriate and once complete, issue all relevant paperwork such as gas safety certificate, boiler registration etc

• Take the lead on all incoming calls, dealing with them as appropriate or passing them on to colleagues when necessary. Ensure follow up is taken in a timely manner to deliver the highest levels of customer service

• Routinely check the voicemails, taking the necessary action and follow up

• Review and action emails in the main mailbox. Follow up on the emails as per the procedure in place and once complete, mark as such and move into the corresponding folder.

• Progress jobs, source and order parts, liaise with the customer and engineer, while ensuring appropriate return date when necessary

• Maintain communication with the site supervisors

• Maintain records in SimPro for progress, return visits, billing, providing detailed notes on customer calls/emails/concerns and contacts, especially if tenants are in the property

• Ensure that customers are set up as recurring in SimPro following Vaillant service reminders

• Manage engineer diaries, moving appointments around if requested and updating the engineers as necessary

• Ensure purchase orders are raised, tracked, and receipted, using the accounts mailbox to track quotes, invoices and statements, which provide the necessary detail to keep records up to date and current

• Ensure that all invoices are sent to the 'hub’ where appropriate, with job number and customer name. All engineer receipts or other invoices indicate what they are for and possible allocation

• Provide office support and cover for colleagues when they are out of the office

• Escalate queries/issues as appropriate

• Carry out any other adhoc duties as required by the MD