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Regional Administrator
5 months ago
Based at our Warrington depot in return you will receive: Competitive Salary, 25 days annual leave plus bank holidays, Life Assurance, Auto Enrolment Pension Scheme, Westfield Health Cash plan.
Responsibilities include:
- Daybook Management - Star calls and actions associated including any operational driven contract changes
- Site moves fulfilment when requested
- Process of machine exchanges
- Contact delivery and collection calls to support business efficiencies, identifying aborted journey management with live in day needs
- Telematics management to support with customer queries or access codes
- Billing customers for fuel that has been used once the machine has been returned to the depot
- Informing & billing customers for any damage caused to machines whilst on hire to them following post hire checks at the depot
- Informing & billing customers for any engineer call outs that are deemed customer error
- Dispute management and the raising of credit notes when applicable to customer invoices
- Process suspensions and free days when applicable to customers’ orders.
- Manage regional rehire returns and fuel billing for rehired equipment
- Manage the administrative outlook inbox resolving all customer queries in a timely manner
- Record any customer interactions including details of enquiries, complaints, agreements, or specific requests
- Ensure that all administration tasks and processes are accurate and kept up to date such as the fuel tracker, invoice query tracker and, recovery tracker
- Courtesy follow up calls to customers after reported breakdowns have been attended, checking on customer experience and quality of work.
- Any other reasonable adhoc management request to support the regional structure including operational admin
- Ensure a positive and polite customer experience, recognising our commitment to putting Customers first
- Meet or exceed personal/regional recovery key performance metrics/ targets
- Case management to be able to resolve invoice queries for customers
- Deal with all queries efficiently and politely to resolution
- Remains calm & composed under pressure whilst communicating clearly
- Builds strong working relationships based on mutual trust and understanding
- Works collaboratively with other departments across the company such as engineering, sales, transport, and national call centres
- Demonstrates a can-do attitude to difficult and challenging situation
- Experience in aftersales administration in particular invoice queries and billing
- Strong organisational skills to maintain excel spreadsheet data
- Ability to negotiate with customers to balance both revenue for the business and customer retention.
- Proactive, high energy team player, ability to work closely with colleagues at all levels
- Strong verbal and written communication skills
- Able to balance a customer-oriented and a results-driven approach
Part of the Loxam Group, Nationwide Platforms is the UK’s largest powered access specialist with a fleet of 10,500 machines operating from a network of 26 depots. With a workforce of more than 900 employees and 25 years’ experience in working at height, it has unprecedented knowledge on the widest range of access platforms as well as expertise on specific product, site and working at height challenges.
