Customer Service Administrator

Job Purpose

In this important role within the Company, you will provide high level administration support and co-ordination to the Customer Experience team. You will strive to ensure that all administrative tasks are completed in a timely and efficient manner. With a keen eye for detail, you will understand the need to provide a seamless service to our customers in all areas of the Company’s business activity.

Responsibilities

Teamwork:

• Work closely with members of the Customer Experience and Sales teams to ensure an efficient and professional service

• Support and assist colleagues through sharing of knowledge

• Work flexibly, helping with reasonable ad hoc duties as required

Positivity:

• Demonstrate the Company Values in everything you do

• Respect all colleagues and customers, being polite and courteous at all times

• Demonstrate a "can-do" attitude, striving to support colleagues in the best way possible

Ownership:

• Act as initial point of contact for department emails, monitoring, coordinating and administering the central admin email account

• Support colleagues in the Customer Experience and Sales teams to ensure that customer issues are kept to a minimum, and where they do occur, that they are resolved quickly and with a positive outcome

• Carry out administrative tasks triggered by customer enquiries, working with care and efficiency at all times

• Respond to all phone calls and e-mails effectively and professionally

• Ensure all customer contact is recorded on the customer’s record, and any follow-up actions are completed in a timely manner

• Communicate confidently and effectively during dealings with customers

• Conduct quality checks in line with departmental procedures

• Carry out the administration duties associated with machine off-hires

• Effectively co-ordinate machine breakdown support

• Liaise with customers to book appointments

• Co-ordinate and administer the capital sales process

• Report any opportunities and threats to the Customer Experience Executive or Head of Customer Service, escalating concerns and suggestions for improvement

• Proactively seek new ways of ensuring the highest levels of customer service

Skills Required

• Excellent time management, administration and organisational skills

• A confident communicator with people at any level within an organisation

• Good written and verbal communication skills with a friendly telephone manner

• Self-motivated with an ability to work autonomously and take responsibility

• Impeccable attention to detail

• Ability to meet deadlines

• The ability to make commercially viable decisions

• A flexible approach, with a positive and confident outlook and a willingness and ability to react positively to changing business demand