Customer Service Administrator

7 months ago

Nottingham, United Kingdom Aquavista Watersides Ltd Full time

**The role**:Reporting to the HR & Customer Service Manager, this role delivers the administrative activity that supports our customer journey responsibilities in line with Aquavista’s Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

A skilled administrator with experience of customer relationship management, you’ll be a strong team player with a proactive ‘can-do’ attitude. You’ll work with the other Customer Service team members to provide the highest standard of support to our existing customers, prospective customers, and our marina operations teams and other internal stakeholders. This role requires strong data management skills, excellent attention to detail and ability to multi-task to deliver the varied demands of the business.

Travel to other locations is occasionally required but the role is mainly based at our Support Centre at Sawley Waterside & Marina.

**Report line**:HR & Customer Service Manager:
**Key success measures include**:

- Delivery of the monthly Customer Service team task calendar
- Conversion of new contracts
- Management of customer renewals and terminations
- Delivery of the customer debt communications

**Specific areas of responsibility include**:
**Customer service management**
- Works closely with the Sales & Marketing team and the Marina Operations teams to deliver best-in-class customer service management including an established set of response times and communications quality standards for all touchpoints within the customer journey
- Answers incoming calls from customers and prospective customers
- Ensures any complaints are processed as per our Complaints procedure and where possible, queries and issues are resolved quickly and adeptly
- Produces month end reporting
- Manages the composite council tax boat move audit process
- Undertakes general administrative duties including basic data entry and validation, producing correspondence, reports and other documentation efficiently
- Ensures the CRM system routine housekeeping tasks are completed on time

**Mooring and Boat Sales enquiry handling**

**Customer acquisition**
- Customer onboarding - ensures that the new moorings contract process is followed, new contracts are converted within 48 hours of receipt from the marina teams and customers receive all required documents on time
- Takes phone payments and carries out credit checks as part of the new joiner process
- Along with the marina teams, is a point of contact for new customers to answer any questions they have about their new contract

**Customer retention**
- Renewals - Reviews, prepares and sends out mooring renewals on a monthly basis to marina teams and customers. Processes the monthly renewals and any change of details and changes to contracts required
- Non-renewals and terminations - processes contract non renewals and terminations
- Supports Aquavista’s customer retention objectives by processing renewals and terminations within the defined SLAs and provides accurate reporting to the business
- Debt - ensures the monthly debt communications are processed as per the monthly calendar

**Stakeholder relationships**
- Fosters a positive and trusted relationship with Marina Managers and Regional Operations Managers
- Attends weekly catch ups with Regional Operations Manager via Teams
- Provides training and CRM ‘surgery’ days with marina teams to ensure they are following correct process and procedure
- Attends regional Marina Manager meetings and marinas when required
- Ensures that the Head of Sales and Regional Operations Managers are kept up to date with any issues or challenges regarding the delivery of the Customer Support monthly task calendar.

**Skills / competencies**
- Previous experience of customer relationship management
- Skilled data inputter with excellent attention to detail and accuracy
- Great people skills and able to spot issues and resolve them quickly and adeptly
- Excellent communication skills used with geographically remote internal stakeholders
- Proactive approach with the ability to manage and prioritise own workloads productively
- Confident user of computer systems and following processes and procedures
- Proactive, motivated, ability to work on own initiative
- Ability to multi-task and work at a fast pace, well-organised with exceptional time management
- Proven ability to take a customer-centric approach
- Able to work to deadlines
- Someone who holds themselves to account with high standards.
- Full driving licence

Pay: £22,500.00-£24,500.00 per year

**Benefits**:

- Bereavement leave
- Company pension
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

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