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Administrator

4 weeks ago

West Byfleet, United Kingdom Just Ask Estate Services Full time

**Contract Administrator**

**Locations**: Byfleet & New Haw

**Salary**: £19,500

**Reporting to**: Administrative Team Leader

**Hours of Work** - Monday to Friday - 8:00am to 4:00pm / 8:30am to 4:30pm / 9:00am - 5:00pm

Paid holiday entitlement of 28 days inclusive of public/bank holidays

**The Role**

We are currently recruiting for an Administrator to work in a client service focused role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide. The role will work with Operations Managers, Supervisors and the Scheduling and Dispatch team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests. The Administrator’s primary objective is to achieve a consistently positive service experience for all clients that is best in class through:

- Excellent organizational and interpersonal skills and cooperation with appropriate stakeholders and resources to deliver the programme of works schedule and ad hoc work requests in accordance with contractual requirements and client expectations
- Consistent, competent, timely and accurate handling of reported issues, complaints, requests and escalations
- Maintaining quality systems and processes and contributing towards a culture of continual improvement within the team

**Benefits**:

- Working from home 2 days a week after passing your 6-month review.
- On site free parking
- Our portal Just For You that offers discount codes/vouchers with high street retailers.

**Responsibilities**:

- Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
- Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner
- Ensuring client satisfaction with the handling of service-related issues including: managing client complaints, escalating client issues to Client Account management and Operations management as appropriate, ensuring
- Working in conjunction with the scheduling and dispatch team, Operations Managers, other internal resources, and external service providers to coordinate delivery of ad hoc work requests from initial enquiry, through price estimating, raising of purchase orders, scheduling, delivery and billing
- Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
- Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions)
- Liaising with the scheduling and dispatch team and Operations Managers to ensure the effective delivery of the programme of works schedule and the timely resolution of identified issues
- Working in conjunctions with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner
- Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations
- Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.
- Updating the CRM platform and Management Information Systems to ensure all data, assets and associated records are updated, all relevant dashboard and reports are operating and accurate
- Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate risk
- Ensuring that service-related issues are addressed either directly or escalated in a timely manner to Operations Managers or other internal stakeholders as appropriate
- Providing holiday and absence cover for other administrators within the team
- Such other responsibilities as from time to time may be required of the role as directed by the Administrative Team Leader

**Required**:

- Experience of working in a digital/tech enabled customer helpdesk or call centre environment
- Experience using CRM software (e.g. Salesforce), in particular case and workflow management
- Excellent communication skills, both verbal and written including the ability to communicate with a variety of staff and clients in an effective and, sometimes, sensitive manner
- Experience managing suppliers and other third parties ensuring deadlines are established and met and SLAs are maintained
- Experience working with I.T. and telephony related to inbound and outbound call centre
- Ability to problem solve, take charge of a situation and successfully deal with the unexpected
- Proactive, organised and able to prioriti

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