Customer Services Administrator

2 weeks ago

Basingstoke, United Kingdom Lavazza Professional Full time

**Activities -**

Daily co-ordination and prioritisation of the team’s workload to ensure SLA’s and business demands are met

Account Creation - processing new account creations from validation to

approval, controlling the integrity of the data and following processes with a

high level of accuracy and attention to detail

System Updates - to control and implement requests to update

account information ensuring that they are actioned and followed through to

completion

**Tasks will include (but not exhaustive to) -**

Manage a complex inbox, ensuring queries are resolved in a timely manner

Deliver specialist customer driven tasks to meet business demands and internal business processes and reports

Review the weekly uplift tracker, to stop relevant contracts and maintenance charges

Manage the monthly FMS Underperforming machine data to ensure customers are charged accordingly

Account archiving

Regularly review process documentation and update in line with the

business governance system. (Reliance)

To cross train within the wider team to gain knowledge and understanding

to support and cover spikes of work and holiday periods

**KPI’s**

Queries answered within lead time - 95% Target / 98% Stretch Target

Order Entry Error rate - 99% accuracy

**Customer Focus**

Work alongside the wider Administration team to ensure the customer end to end experience is best in class

Able to identify system related issues and work with all internal stakeholders to rectify the issues e.g. Salesforce/SAP teams, Finance etc.

Customer Services

Support in business wide projects e.g. new product launches, continuous improvements etc.

**Compliance - Various activities**

**Skills Needed -**

Highly organised and articulate.

Effective time management through a strong multi tasked agenda.

Able to work at a fast pace

Attention to detail

Able to deal with ambiguity

High level of accuracy

Confident to challenge processes when necessary

Extensive Excel knowledge

Knowledge of Sales Force & SAP preferable

**Competencies**

Ability to work in partnership with internal and external stakeholders through effective relationships.

The diligence to ensure deadlines are met

Ability to move between various tasks at speed and re-assess priorities as workload evolves

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

**Salary**: £27,670.00 per year

**Benefits**:

- Canteen
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site gym
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- Basingstoke: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Customer service: 5 years (required)
- Administrative experience: 5 years (required)

Work Location: In person

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