Customer Service Administrator

1 month ago

Newtownabbey, United Kingdom Capita Full time

Are you an innovative, customer focused individual who enjoys completing projects? We are looking for an empathetic customer service coordinator to join our team based 50% home and 50% Newtonabbey, Belfast on a full-time basis, with flexible hours available.

**Job title**:
Customer Service Administrator

The Customer Service Administrator will go above and beyond to implement improvements and find ways to delight our major clients. They will work closely with internal and external stakeholders to respond to positive and negative feedback, gained from a variety of sources, to implement changes that will create positive customer experiences.

**What you will be doing**:

- Manage customer complaints and compliments from receipt through to resolution, ensuring root cause analysis with corrective and preventions actions being implemented for all customer complaints received.
- Design a variety of surveys/feedback gathering tools and distribute via multiple sources.
- Compile reports from customer feedback, training evaluations etc. Continuously improve the content and standard of these to enhance the customer experience.
- Engage with internal and external stakeholders to ensure the reporting cadence is adhered to.
- Be innovative to develop new approaches and tools to ensure our Customer Service contractual agreements are maintained.
- Build relationships and co-ordinate with other departments within the IT& Networks pillar and other pillars within TSS to or resolve customer problems.
- Respond to demands and enquiries from Senior Management at short notice, providing high quality and accurate data.
- Work closely with the Client Services team to provide recommendations for continuous improvement opportunities.
- Contribute to the requirements of ISO standards and Service Management frameworks through documentation management.

**What we are looking for**:

- Ideally you will possess ServiceNow or Remedy experience
- Excellent listening and problem-solving skills are essential in ensuring customer’s calls are dealt with effectively
- Task oriented, responsible for their individual performance targets and contribution to team performance targets, ensuring they are doing the right thing at the right time for the customer.
- Being highly motivated to achieve is a requirement due to challenging KPIs

**About Capita Technology and Software Solutions**:
Capita is the UK's leading provider of business process management and integrated professional support service solutions, with 55,000 staff across the UK, Europe, South Africa and India.

We are a leading IT services company that provides cloud based and infrastructure services to public, private and third sector organisations and specialist managed IT services in the education, government, utilities and charities sectors.

We work in partnership with our customers to gain a deep understanding of their organisation and then create a technology strategy to support transformation, drive operational efficiency and reduce costs. Making IT work better for customers is our ultimate goal.

**What’s in it for you**:

- A competitive basic salary
- **23 **days’ holiday **(rising to 27) **with the opportunity to buy extra leave
- company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
- voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel, and technology
- the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

**What we hope you’ll do next**:
**Location**:
Newtownabbey
,

United Kingdom

**Time Type**:
Full time

**Contract Type**:
Permanent

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