Customer Service Administrator

5 months ago

Ipswich, United Kingdom OCS Full time

**Job Reference: /JL/11-06/1201/7**

**Job Title: Customer Service Administrator**

**Location: Ipswich**

**Salary: Competitive**

**Hours per week: Variable Shift Rota - Monday to Friday - 08:00 - 16:00, 10:00 - 18:00 - 37.5 hours per week**

**Business Overview**

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

**Role Overview**

We are currently recruiting for a Customer Service Administrator to join our passionate and driven team based in Ipswich

To provide a high level of Customer Service support to internal and external customers for the OCS Helpdesk. You will manage a high volume of transactions via various communication methods including telephony and web traffic for a facilities management Helpdesk via a CAFM system. You will be responsible for a portfolio of high-profile clients raising various types of service requests for the hard and soft services we deliver to our clients. Providing exceptional customer service standards whilst taking full ownership of the end-to-end resolution of all query types meeting agreed SLA’s & KPI’s where applicable, delivering customer service excellence at all times. You must be self-motivated, able to work under pressure and able to work under your own initiative as well as being a team player. Computer literacy, professionalism and excellent communication skills are fundamental elements of this role. Knowledge of Microsoft office. Previous experience is advantageous.

**Benefits**
- Informal hybrid / flexible working arrangements
- 25 days holiday + bank holidays
- Free fruit in our offices
- Wide range of retail discounts
- Regular social and charity events held in our offices
- Get involved in charity events in the local community

**Wellbeing**
- Discounted gym membership
- Eye test £25 voucher and up to £100 towards glasses
- Join our Cycle to Work scheme via salary sacrifice
- Access to “CHROMA”, our internal colleague-led diversity and inclusion community - join a committee or take part in our D&I initiatives and events
- Access to internal Mental Health First Aiders

**Career development and recognition**
- Immediate access to “Opportunity” our internal Learning and Development platform
- Required professional membership fees paid for
- Opportunity to win monthly Superstar Awards
- Long service awards

**Key Responsibilities**:

- Answering and acting upon a high volume of incoming/outgoing telephone calls to OCS standard protocol and KPI’s.
- Ensuring that on all queries the client is kept fully updated at all times. Closing the loop on all queries ensuring that a query has been resolved to the client’s satisfaction is essential.
- To update the CAFM system ensuring that there is a full history on all requests logged prior to closing these in the system. Proactively contacting service streams for updates on queries so that agreed SLA’s are met.
- Accuracy and attention to detail are a must when both logging and raising queries which will then be referred to the appropriate resolver for action. Obtaining as much information as possible is vital when logging requests in the system.
- To collate and prepare weekly/monthly client reports to agreed SLA timescales. Capturing all required data for analysis by both Account Managers and clients. You will be required to collate data around both financial and service level KPI’s.
- Knowledge of the differing OCS Group Services to log requests to the correct service stream for action and resolution.
- To be prepared to undertake any duties which will benefit the company.
- To maintain and perform within GDPR standards.
- Complaint and compliment handling.

**About You**:

- **_ Applicants must have the right to work in the UK_**:

- O level / GCSE Standard or equivalent (English & Maths)
- NVQ in Customer Services an advantage
- An excellent knowledge of Microsoft Office/Excel
- Excellent Customer Service track record
- Previous experience in a call handling environment
- Time Management
- Customer focused
- High Degree of accuracy
- Ability to work under pressure
- Team Player
- Flexible Can-Do Attitude
- Commitment to achieving results
- Good verbal/written communication skills
- Positive Attitude
- Problem Solver Experience in a hard/soft services environment is advantageous
- Ability to follow policy and procedures
- Willingness to bring concerns to corporate attention via prescribed channels

**How to apply**

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