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Operations Administrator

3 months ago

Derby, United Kingdom CSS Pest Services Limited Full time

**About us**

We provide services to some of the most significant and important buildings and establishments throughout the UK.

Many of these include - Healthcare, Hotels, Restaurants, Universities, Housing Associations and local government.

Providing a first-rate Service delivery is critical to ensure a pest free environment and ensuring the feedback from customers is that of an excellent service.

We are a busy, friendly and supportive team who are expanding even further.

CSS Pest Services prides itself on excellent customer service, client retention and the ability to respond to our clients’ issues.

We are looking for an Operations Administrator and co-ordinator to manage all service and office operations.

This is a full time position, working Monday to Friday, dealing with our internal Service Technicians, external clients, subcontractors and third parties.

You will need the ability to work well within a fast-paced environment quickly adapting, working under pressure, constantly reviewing and re-prioritising as workload pressures shift.

**The day to day duties include**:

- Managing our Service Team, while being supported by our Office Manger.
- You will be responsible for scheduling works and coordinating these works with our customers.

**This is a varied role, so a flexible and adaptable approach is required.**
- As well as a passion for customer service delivery, you will be managing and working with the Service Supervisor and be able to deal with issues 'head on' with excellent management skills.
- Oversee day-to-day Service delivery of the company.
- Develop and implement operational policies and procedures.
- To ensure our state of service (SOS) is maximised and address any pest related issues across our client sites.
- As the Operations Administrator you are ensure excellent customer service is maintained and communication is maintained.
- Continuously reviewing internal processes and systems, identifying areas for improvement, and implementing new strategies across the business.
- Scheduling, implementing and overseeing the scheduling ensuring client state of service is maintained.
- Maximising efficiencies and productivity of our field-based Service Technicians through reviewing Service Technician patches and feeding back to the Service Supervisor with any issues with productivity.
- Working closely with the Service Management team regarding any concerns over service delivery.
- Overseeing Client relationships and dealing with any client escalations or complaints, should they arise, which are rare.
- Promptly addressing any expressions of client dissatisfaction, and working closely with the service management to resolve in a timely manner.
- Managing key client accounts ensuring KPIs are met, and clients are happy.
- Working alongside the service team to create action plans to combat activity - feeding back any sites of concern via the appropriate channels.
- Ensuring all jobs are maintained as per contract objectives, KPIs and SLAs.

**Desired experience.**

A minimum of 2 years’ experience in a similar Customer Service role in an office environment.

Understanding of client requirement and expectations.

**Your skills?**
- Excellent communication skills and telephone manner.
- Confident individual.
- Working within a face paced environment.
- An ability to deal professionally and calmly with clients and engineers over the phone at all times
- Ability to multi-task and work on your own initiative in a busy environment

**Benefits**
- 21 days annual leave per year + bank holidays (Increases incrementally over period of employment up to a maximum of 25 days after 5 years).
- Auto-enrolment into Government pension scheme.
- Career progression within business due to company expansion.

Hours of employment are 9:30am to 16:30pm Monday to Friday

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

**Salary**: £14,590.00-£21,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site gym
- On-site parking
- Referral programme

Schedule:

- Holidays
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Work Location: In person

Application deadline: 29/03/2024
Reference ID: JC23022024