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Customer Service Senior Administrator
5 months ago
Ideally you will drive as the office can be tricky to get to via public transport.
Summary of Main purpose of the job:
To ensure continuity of customer care and support to the TSP client base by utilising the various in-house individuals and departments.
This position requires a dynamic and pro-active person with a can-do attitude to assist the Service Manager in overseeing administration assistance and support to all customers, engineering staff and all others within the business to ensure that the levels of customer aftercare are achieved to the required company standards.
Position in the Organisation:
Responsible to: Customer Service Team Leader / Customer Service Relations Manager
Works in conjunction with: All Departments
Main Duties and Responsibilities:
- Provide support and consistent links to the TSP client base and other departments at all times
- Oversee Scheduling Team, who are the first line of communication for all customers into the business, ensuring the levels of customer support are achieved to the agreed contract standards.
- Oversee continuity of customer care and support to the client base by utilising the various in-house individuals and departments
- Ensure the department deals with scheduling engineers in an effective, efficient and timely manner
- Dealing with any customer complaints or escalations
- Ensure procedures are adhered to at all times
- Oversee the logging of all reactive calls
- Overseeing Scheduling /co-ordinating Engineers jobs throughout the day and end of day
- Monitoring Engineer attendance for SLA s
- Ensuring all return calls are dealt with quickly and efficiently at all times, within a minimum of 48hrs
- Producing Daily Escalation report for any outstanding issues
- Chair regular team meetings
- Attend internal, external meetings and training courses as and when required by Manager
- Providing Helpdesk cover for Holiday and Sickness
- Any other relevant duties as defined by the Manager
- Ability to work on your own without supervision
- Organisational Skills
- Good numeracy skills
- Commercial Awareness
- Flexible, Dynamic, Adaptable with a can do attitude
- Knowledge of CRM Systems
