Account Administrator

2 weeks ago


Northampton, United Kingdom Mitie Full time

**Sainsbury's Account Administrator**

**Job objectives and responsibilities**
- Build and maintain effective professional customer relationships and communications
- First point of contact for Customer
- Answering all incoming calls in a professional manner
- Help manage customer service delivery and communications as part of the service department
- Communication and liaison with the service team, engineering team, projects team, subcontractors and equipment suppliers
- Updating relevant customer records on the system database
- To ensure that the client is fully updated at all times via Portals in relation to where we are with every service job
- Working closely with the relevant helpdesk in order to help keep the customer updated
- All admin duties completed within a timely manner
- Respond to any client queries relating to job updates
- Adhoc duties assisting with the service desk, small works admin as and when required

Main duties
- Handling and processing of customer inquiries and all communications
- Answering all incoming calls in a professional manner
- Compliance, ensuring all certificates/documentation from engineers/subcontractors are completed correctly and are legible
- Costing all jobs completed by engineers/subcontractors from previous days
- Ensure the relevant PO's are in place whilst costing dockets and spend levels have not been exceeded
- Utilising correct SOR's for specified customers
- Liaising between internal departments to resolve any customer issues
- Distributing follow-on calls from engineers PDA's to relevant teams/schedulers
- Booking subcontractors scheduling where specific skills are required or where the resource is in need of support
- Chasing relevant paperwork from subcontractors in a timely manner to ensure smooth processing of invoicing
- Raise purchase orders for reactive/planned works where/if required
- Chase POD's and update the database to enable schedulers to replan works
- Update relevant customer portals with all information relating to parts, POD's, return visits
- Liaison with customers when scheduling reactive callouts, and maintenance visits - ensuring we attend at a suitable time and in line with the program of works via customer portals
- Ensure that all procedures in place within the BMS are followed
- Assist with the scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
- Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager

Carry out any other duties as requested by Management

Person Specification
- Excellent customer relationship skills with a professional telephone manner
- Team player who is capable of working autonomously in supporting service team and customer queries
- Advanced communication and organisational abilities
- Commercially astute, used to a contract operating environment with SLA's and KPI's
- Enthusiasm in a growing and customer-focused environment
- Passion for exceptional customer service delivery
- Ability to own issues and facilitate resolution through effective prioritisation and working with colleagues in eengineers' teams

Familiarity with CASH for windows or equivalent is desirable

**Health and Safety responsibilities**
- Follow Group and company policies and procedures at all times;
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
- Use all work equipment and personal PPE properly and in accordance with training received;
Report any issues or training needs to your Line manager and /or via your divisional incident reporting system



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