Customer Support Administrator

3 months ago

Peterborough, United Kingdom INDUSTRIAL CLEANING EQUIPMENT Full time

**The Role**

A fantastic opportunity for an experienced Service Account Administrator with strong administration skills to join a leading Service provider. You will be joining a small and friendly team, acting as first line defence for answering customer queries over the phone, monitoring calls to maintain SLA’s, checking parts availability and delivery times and maintaining open lines of communication across the business to ensure the highest standard of service delivery is received by customers.

**Principle Duties**
- Working alongside the Key Account Team as first point of contact, building strong relationships
- First point of contact by telephone for external/internal customers
- Liaise with key contacts to chase for updates whilst updating the internal data system
- Monitor and control all open calls to satisfactory conclusion including the updating of tasks within the internal data system
- Raise and send estimates to customers for machinery and parts orders
- Arrange loan machines to be delivered on site to customers if a machine cannot be repaired within SLA by the engineer
- Deal with and resolve customer complains/dissatisfaction and escalate to Helpdesk Team Leader/Customer Service Director when appropriate
- Produce and communicate accurate and timely reports to stakeholders and customers
- Provide correct part details to the Parts Manager to be sourced by supplier
- Arrange machine collection and deliveries, ensuring all machines are at correct site locations and correspond with information on the internal data system
- Cover work flow for colleague during periods of absence
- Assist the Helpdesk Team Leader as a support function in terms of training and all other helpdesk activities
- Contribute to key process improvement initiatives
- Escalate issues and potential improvements, relating to the escalation monitors in which you are responsible for, to the Operations Manager

**Required Skills**:

- Excellent telephone manner
- Exemplary customer service skills
- Attention to details
- Highly organised
- Excellent written and verbal communication skills
- Able to work under pressure
- Must excel in a fast-paced, agile environment where critical thinking and problem solving skills are required for success
- Innovative thinker who is positive, proactive and readily embraces change
- Ability to handle end users/customers professional during all interfaces

**What we can offer you**:

- Competitive salary
- Opportunities for career progression
- Great benefits package including:

- Private health insurance
- 21 days holiday and holiday buy back scheme
- Healthcare cash back scheme
- Employee discounts and wellbeing portal with discounts to highstreet retailers, restaurants, wellbeing advice and more
- Life assurance
- Enhanced workplace pension scheme
- Long service bonus scheme
- Enrolment in our performance bonus scheme

**Qualifications/Education/Experience**
- Educated to GCSE level or above with grade C pass (or equivalent) in English and Maths
- NVQ/SNVQ qualifications
- Previous experience in a similar role/environment

**Equal Opportunities**

If you are successful and are invited to an interview, you should ensure that you bring with you to the interview the correct documentation to confirm your right to work in the UK e.g. your passport (current or expired) or birth certificate with a letter confirming your national insurance number.

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

**Benefits**:

- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Store discount

Schedule:

- Monday to Friday

Work Location: In person

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