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Customer Support Administrator

4 months ago

Colchester, United Kingdom Integrated Estate Management Ltd Full time

Company Description


To be considered for an interview, please make sure your application is full in line with the job specs as found below.

Integrated 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 Description

This 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.

Objectives

  • To provide exceptional customer service to our clients and Supply Chain Partners
  • Ensuring tasks are completed in line with contractual KPI's and SLA's
  • A 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:

  • Managing emails and phone call queries from clients and Supply Chain Partners
  • Logging tasks on our system and assigning to a Supply Chain Partner in a timely manner
  • Gaining updates from our contractors, on all open tasks strategically
  • Providing updates on open tasks on a daily basis to the client and key stakeholders
  • Updating our systems to ensure complete transparency throughout our business
  • Working closely with other Departments to ensure a one-team approach to management of all Maintenance issues
  • Support the Estimations team with creating quotations on our system and distributing to the relevant person to gain approval
  • To build a positive rapport with client’s and contractor’s

Skills and Abilities:

  • Develop good and effective relationships with all aspects of the business internally and externally
  • Excellent planning and organisational skills
  • Excellent written and oral communication skills
  • Ability to work independently or as part of a team
  • Excellent attendance and time keeping record
  • Attention to detail
  • Customer service focus
  • Professional telephone manner
  • A positive and resilient attitude with a high level of self-motivation

Knowledge and Experience

  • Excellent working knowledge of IT systems – Specifically Excel and Office
  • Previous customer service experience
  • Previous experience working within property, estate or facilities management is desirable
  • Customer Support, Customer Satisfaction, and Customer Service skills
  • Excellent communication skills
  • Technical Support skills
  • Ability to work well in a team
  • Strong problem-solving skills
  • Attention to detail
  • Diploma or degree in a relevant field is desirable

Benefits

  • 20 Days Annual Leave + Bank Holidays
  • Birthday day off
  • Additional annual leave days for each full year with the company
  • Private Healthcare
  • Bonus Scheme
  • Training schemes to progress skills and knowledge

Salary

  • £24,960.00 per annum + bonus potential