Customer Service Administrator

2 weeks ago

Croydon Cambridgeshire, United Kingdom Randstad Staffing Full time

Customer Services Administrator - Croydon
Company profile
HML is part of the Vegner Group of Companies. The Vegner Group is a property service group established in 1991. With over 30 years' experience the business specialises in the management of blocks of flats and offers other related services such as insurance broking, lettings management, surveying, company secretarial and the provision of concierge staff. The group has revenues of approximately £31, and has over 650 employees, 180 of which are based at Clients' buildings. We also administer the employment (payroll and HR support) for a further 150-200 staff employed directly by our Clients.
Headquartered in Richmond the group operates from 18 locations across England. The highest concentration of staff is in the Southeast of England.
Job Purpose
To offer the highest standards of service to external customers (Tenants) as well as internal Customers (Employees of HML) when it comes to formal complaints and providing outcomes of these complaints for training purposes.
Primary Responsibilities
The administrator will work under the direction of the Head of Customer Services.
Complaints & Escalations
Respond to all types of formal complaints via phone and email, this will involve you:
Acknowledging the formal complaint within 3 working days.
Logging the complaint on our complaints database.
Contacting relevant departments for information to respond.
Using the information obtained to send an initial response to the complaint within 15 working days.
If response appealed the complaint is referred to a Director of HML for review, you will need to compile the information on file and discuss with the Head of CS Administrator how to respond. This should take no longer than 15 working days.
If the further response is rejected and the complaint is escalated to the Ombudsman, you will be required to compile Ombudsman responses.
Provide information to the Head of Customer Services for process/continuous improvements
Ensure that all Customer Service activities are compliant with Group policies and procedures
Discuss challenging cases with the Head of Customer Services and agree a response and resolution strategy
Chase up all correspondence and ensure we respond to all matters in a timely and professional manner.
Lost Blocks
~ Assist with dispensation of the Lost Block process

Training, Compliance & Auditing
You will be asked to review the complaints you have investigated and responded to and identify ones where problems were recognised. This information will need to be sent to the Head of Customer Services upon request for quality assurance purposes.
Provide simple advice to internal colleagues concerning what the best process is to avoid a complaint being raised.
Occasionally respond to GDPR queries and Subject Access Requests.
Person Specification
Excellent interpersonal skills
Determined, patient, firm and diplomatic demeanour
Ability to prioritise workload and work under pressure
Problem Solving
Outstanding written and oral communication skills
Strong co-ordination and time management skills
Report-writing skills
Proficient in Microsoft Software (Word, Excel and Outlook)
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
#J-18808-Ljbffr

  • Customer Services Administrator

    2 weeks ago

    Croydon, Cambridgeshire, United Kingdom Randstad Staffing Full time

    Customer Services Administrator - Croydon Company profile HML is part of the Vegner Group of Companies. The Vegner Group is a property service group established in 1991. With over 30 years' experience the business specialises in the management of blocks of flats and offers other related services such as insurance broking, lettings management,...

  • English Customer Service Agent

    5 days ago

    Croydon, Cambridgeshire, United Kingdom Hays Full time

    Proactive Customer Services Representative Needed - Immediate Start Your new company They continuously improve their quality by adopting the best design and manufacturing practices. They offer a wide range of products to best support the needs of their customers. Acting as the primary contact for all customer enquiries and processing related sales...

  • Customer Service Administrator

    2 weeks ago

    Croydon, United Kingdom Adecco Full time

    Our client are looking for an exceptional customer service advisor to work in their office based in Croydon, close to Beddington Lane area.Hours of work are Monday to Thursday 8am to 5pm and Friday is 8am to 1pm, kindly note that this is a temporary position to start with but could possibly lead to a permanent role in the near future.You must possess...

  • Service Charge Analyst

    7 days ago

    Croydon, Cambridgeshire, United Kingdom Service Care Solutions Full time

    Service Charge Analyst Full Time - Hybrid / Remote Temporary £We have the fantastic opportunity for the right candidate to join our team based in Croydon, London, as a Service Charge Analyst. This is a full time, temporary position with an initial contract period between 3-6 months. This position offers a hybrid working approach, with 3 days per week...

  • Service Charge Analyst

    1 week ago

    Croydon, Cambridgeshire, United Kingdom Service Care Solutions Full time

    Service Charge Analyst Full Time - Hybrid / Remote Temporary £We have the fantastic opportunity for the right candidate to join our team based in Croydon, London, as a Service Charge Analyst. This is a full time, temporary position with an initial contract period between 3-6 months. This position offers a hybrid working approach, with 3 days per week in...

  • German Customer Service Administrator

    2 weeks ago

    St Neots, Cambridgeshire, United Kingdom Athena Resourcing Solutions Full time

    European Language Customer Care Administrator Fluent German / Swiss German Home based (1 day per month in the head office in Cambridgeshire) A fantastic success story, our client is expanding and are looking to recruit Fluent German or Swiss German speakers who enjoy Customer Service, attention to detail and Teamwork. It is a busy environment working with...

  • German Customer Service Administrator

    2 weeks ago

    St Neots, Cambridgeshire, United Kingdom Athena Resourcing Solutions Full time

    European Language Customer Care Administrator Fluent German / Swiss German Home based (1 day per month in the head office in Cambridgeshire) A fantastic success story, our client is expanding and are looking to recruit Fluent German or Swiss German speakers who enjoy Customer Service, attention to detail and Teamwork. It is a busy environment working with...

  • German Customer Service Administrator

    6 days ago

    St Neots, Cambridgeshire, United Kingdom Athena Resourcing Solutions Full time

    European Language Customer Care Administrator – Fluent German / Swiss German Home based (1 day per month in the head office in Cambridgeshire) A fantastic success story, our client is expanding and are looking to recruit Fluent German or Swiss German speakers who enjoy Customer Service, attention to detail and Teamwork. It is a busy environment working...

  • Customer Service Agent

    4 weeks ago

    Croydon, United Kingdom Clearline Recruitmentment Ltd Full time

    **Job Title**: Customer Service Agent **Location**:Croydon **Salary**:£19,500 per annum / £1,900 STI **Full Time** **Responsibilities** - Proactively retain policies via inbound cancellation calls where appropriate, in line with the company retention strategy - Consistently offer an opportunity for customers to provide feedback via service tick to...

  • German Customer Service Administrator

    2 weeks ago

    St Neots, Cambridgeshire, United Kingdom Resourcing Group Full time

    European Language Customer Care Administrator Fluent German / Swiss German Home based (1 day per month in the head office in Cambridgeshire) A fantastic success story, our client is expanding and are looking to recruit Fluent German or Swiss German speakers who enjoy Customer Service, attention to detail and Teamwork. It is a busy environment working...

  • Bilingual Customer Service Administrator

    4 days ago

    Peterborough, Cambridgeshire, United Kingdom Adecco Full time

    Can you speak German? Do you have Customer Service experience? My Client in Huntingdon is looking for Bilingual Customer Service Administrators to join their Team over their busy summer period, with the possibility of a permanent position. As a Customer Service Administrator your role is crucial in ensuring a positive customer experience by addressing...

  • Customer Service Assistant

    5 days ago

    Cambridgeshire, United Kingdom Kameo Recruitment Ltd Full time

    **Salary**: £26-£30k **Hours of work**: Full time, 9am-5pm (some flexibility is offered with a start from 8:00am) **Company benefits**:Healthcare, Pension, Death in service Kameo Recruitment is recruiting for a **Customer Service Assistant** to join a well-established, market leading company based in St Ives. It will be your priority to give outstanding...

  • Bilingual Customer Service Administrator

    4 weeks ago

    Huntingdonshire, Cambridgeshire, United Kingdom Adecco Full time

    Can you speak German? Do you have Customer Service experience? My Client in Huntingdon is looking for Bilingual Customer Service Administrators to join their Team over their busy summer period, with the possibility of a permanent position. As a Customer Service Administrator your role is crucial in ensuring a positive customer experience by addressing...

  • German Customer Service Administrator

    7 days ago

    St Neots, Cambridgeshire, United Kingdom Athena Resourcing Solutions Full time

    European Language Customer Care Administrator Fluent German / Swiss German Home based (1 day per month in the head office in Cambridgeshire) A fantastic success story, our client is expanding and are looking to recruit Fluent German or Swiss German speakers who enjoy Customer Service, attention to detail and Teamwork. It is a busy environment working...

  • Customer Service Officer

    4 weeks ago

    Cambridgeshire, United Kingdom Greenacre Recruitment Ltd Full time

    Customer Service Officer (housing) Location: Cambridge Salary: £15.72 per hour (PAYE) 30 hours per week Duration: Temporary (4-6 months, with the possibility of permanent) Greenacre are pleased to be supporting a social housing organisation, based in Cambridge, with their recruitment of a Customer Service Officer. The ideal candidate will have...

  • Payroll Administrator

    4 weeks ago

    Croydon, Cambridgeshire, United Kingdom ProTalent Limited Full time

    ProTalent are working with a dynamic and established accountancy practice located in the heart of Weybridge! They pride ourselves on delivering top-tier financial services to a diverse clientele. As they continue to expand, they are seeking a skilled and detail-oriented Payroll Administrator to join the accomplished team. Key Responsibilities: ...

  • Customer Service Officer

    4 weeks ago

    Cambridgeshire, United Kingdom Greenacre Recruitment Ltd Full time

    Customer Service Officer (housing) Location: Cambridge Salary: £15.72 per hour (PAYE) 30 hours per week Duration: Temporary (4-6 months, with the possibility of permanent) Greenacre are pleased to be supporting a social housing organisation, based in Cambridge, with their recruitment of a Customer Service Officer. The ideal candidate will have...

  • Customer Support Administrator

    4 weeks ago

    Broughton, Cambridgeshire, United Kingdom Department of Recruitment Full time

    We are looking to recruit an Administrator on behalf of our client within the automotive industry. This role is to oversee a growing portfolio of customer accounts ensuring these are administered and managed effectively. Candidates will posess the following skills and experience: * Ensure all data input of vehicle documents is completed with accuracy and...

  • Customer Care Administrator

    2 weeks ago

    Peterborough, Cambridgeshire, United Kingdom Athena Resourcing Solutions Full time

    European Language Customer Care Administrator – Fluent German / Swiss German Home based (1 day per month in the head office in Cambridgeshire) A fantastic success story, our client is expanding and are looking to recruit Fluent German or Swiss German speakers who enjoy Customer Service, attention to detail and Teamwork. It is a busy environment working...

  • Wholesale Sales Administrator/customer Service

    7 days ago

    Croydon, United Kingdom Reed Business Support Full time

    I am currently recruiting for a temporary Sales Administer/Customer Service Advisor based in Croydon in the despatch department. The role consists of taking calls from the Wholesalers clients, submitting orders and handling general queries. - Long-term temporary to permanent role - Monday - Friday - 10am - 6:30pm - £10.42 - rising to £10.77 (after 12...