Customer Support Administrator

2 weeks ago


Colchester, Essex, United Kingdom Integrated Estate Management Ltd Full time
Company DescriptionnIntegrated Estate Management Ltd (IEM) is a strategic partner in building efficient and thriving estates. IEM simplifies facilities management FM complexities, offering transparency and empowering property owners.

Based in Colchester, Essex, with a nationwide network of over 2500+ qualified engineers, IEM has the expertise to handle all aspects of facility management.

Rapidly expanding and looking to grow our team of highly motivated and skilled individuals.

An equal opportunities and Real Living Wage accredited employer, this is an exciting time to join our young and dynamic business.

Role DescriptionnThis is a full-time, on-site role for a Customer Support Administrator.

As a Customer Support Administrator you will be responsible for providing excellent customer support to our clients via our Contact Centre, customer satisfaction will be at the heart of everything you do.

You'll also be responsible for effective, accurate communication and technical support.

You'll work closely with other departments and with our Supply Chain Partners, coordinating the support and services our clients need.

ObjectivesnTo provide exceptional customer service to our clients and Supply Chain PartnersnEnsuring tasks are completed in line with contractual KPI's and SLA'snA thorough understanding of all aspects of our CAFM system, to ensure we can support all key stakeholders needs

Responsibilities include but are not limited to:nManaging emails and phone call queries from clients and Supply Chain PartnersnLogging tasks on our system and assigning to a Supply Chain Partner in a timely mannernGaining updates from our contractors, on all open tasks strategicallynProviding updates on open tasks on a daily basis to the client and key stakeholdersnUpdating our systems to ensure complete transparency throughout our businessnWorking closely with other Departments to ensure a one-team approach to management of all Maintenance issuesnSupport the Estimations team with creating quotations on our system and distributing to the relevant person to gain approvalnTo build a positive rapport with client's and contractor's

Skills and Abilities:
nDevelop good and effective relationships with all aspects of the business internally and externallynExcellent planning and organisational skillsnExcellent written and oral communication skillsnAbility to work independently or as part of a teamnExcellent attendance and time keeping recordnAttention to detailnCustomer service focusnProfessional telephone mannernA positive and resilient attitude with a high level of self-motivation

Knowledge and ExperiencenExcellent working knowledge of IT systems – Specifically Excel and OfficenPrevious customer service experiencenPrevious experience working within property, estate or facilities management is desirablenCustomer Support, Customer Satisfaction, and Customer Service skillsnExcellent communication skillsnTechnical Support skillsnAbility to work well in a teamnStrong problem-solving skillsnAttention to detailnDiploma or degree in a relevant field is desirable

Benefitsn20 Days Annual Leave + Bank HolidaysnBirthday day offnAdditional annual leave days for each full year with the companynPrivate HealthcarenBonus SchemenTraining schemes to progress skills and knowledge

Salaryn£24,960.00 per annum + bonus potential

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