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Customer Service Administrator

2 months ago

Bathgate, United Kingdom Keltbray Full time

Keltbray are currently looking for a strong Customer Service Administrator to join our Bathgate office. Supporting the Project Manager with all administrative duties ensuring all works are compliant with respect to; Project Delivery, Commercial Applications and Health & Safety.


Duties and Responsibilities



  • Collate customer lists for post outage calls
  • Carry out post outage calls
  • Record date and time of customer contact and provide detailed comments of the conversation / outcome of the post outage call
  • Forward customer changes to the relevant department to ensure accurate records
  • Provide feedback and guidance to teams for positive and negative customer comments
  • Collate post outage call data for reports to the Client and Senior Management
  • Analyse and record Daily Matrix
  • Chair daily call with project teams and track attendance and actions
  • Log Area Of Concern Forms
  • Track generator requests and ensure teams have made necessary arrangements for customers
  • Staff training
  • Produce procedure notes and introduce new / improved processes
  • Carry out staff audits (Pre-Vet and Admin Staff)
  • Analyse Broader Measure Customer Scores
  • Produce weekly toolbox talk of customer scores for all employees to access
  • Produce monthly reports of KPI’s, team performance and post outage call volumes
  • Carry out site visits for vulnerable or difficult customers
  • Assist teams and the Client to resolve customer complaints
  • Present at team briefings and safety stand downs
  • Attend meetings with the Client


Skills, experience and qualifications


  • Excellent customer service skills
  • Good attention to detail
  • The ability to work well with others
  • Patience and the ability to remain calm
  • To be able to work well under pressure
  • Excellent verbal communication skills
  • Advanced Excel Skills


Company Benefits


  • Cycle to work scheme
  • Flexitime
  • Free parking
  • On-site parking
  • 25 days annual leave
  • Company pension


Schedule


  • Monday to Friday
  • No weekends


Equal Opportunities


Keltbray are an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.