Customer Services Administrator

2 weeks ago

Cheltenham, United Kingdom A&E Fire and Security Ltd Full time

A&E Fire and Security is a specialist in the fire and security industry installing and maintaining fire and security equipment and systems to a wide variety of new and existing customers throughout the South West, Midlands, South Wales and M4 Corridor to London.

We pride ourselves on being a committed team who strive to deliver an excellent customer service that exceeds our customer’s expectations. It is extremely important to us to provide a service that protects our customers and their organisation, and protects their property, colleagues, friends and family from the devastating effects of fire.

We now have an exciting opportunity to join our Service Team in Cheltenham

Main Job Requirements/Duties:

- Communicating with customers to deal with their requests or forward any request to the relevant person.
- Communicating with customers to coordinate engineer visits at customer sites and dealing with any general queries in a professional and timely manner.
- Support to Service Coordinators and Accounts Coordinators.
- Service quotation administration and coordination.
- Creating and sending remedial quotations to Service customers.
- Coordination and booking of acceptance of quotations with the Service Coordinators.
- Raising job tickets and organising accompanying paperwork.
- Updating customer databases with the documents that they require (certificates of inspection, quotations, equipment lists).
- Booking of monthly emergency light testing appointments.
- Management of weekly testing folder and contract checks, including updating customers of any site issues, access difficulties, equipment faults, etc.
- Communication of key sign-outs.
- Strong and clear communication with the Engineering Team.
- Schedule engineering resource efficiently, minimising travel time and wasted journeys.
- Managing the service engineer’s diaries and ensuring that the service levels on maintenance contracts are maintained.
- Where appropriate ensure that all engineer documentation and paperwork is processed and electronically filed correctly.
- Planning maintenance and callout activities with engineers in a way that optimises the best and most efficient use of their working time.
- Scheduling / Booking of maintenance to meet contractual requirements.
- Inputting of service and callout data onto computer service database.
- Collation and distribution of weekly diary/works for engineers.
- Supporting the service team to maximise revenue and secure maintenance opportunities.

**Skills**:

- Excellent organisational skills
- Proactive multi-tasker and decision maker and able to meet the best needs of the business and the customer.
- Ability to communicate fluently with customers, sub-contractors & internal staff.
- Excellent customer service skills.
- Good attention to detail.
- Ability to resolve general service issues.
- Ability to work efficiently with the existing co-ordinators and have a joined-up approach whilst working well with the wider team.
- Ability to prioritise workloads to meet agreed deadlines.
- Excellent administrator.
- Flexible approach to work.
- Competent with office administration systems.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£26,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Cheltenham: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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