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Client Services Administrator
2 months ago
We are currently recruiting for a Team Lead to work in a client service focused role across the full range of Cleaning and Grounds Maintenance services provided by Nexgen Group to a large number of locations nationwide.
The role will work with Operations Managers, Supervisors along with the Scheduling & Dispatch Team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests.
The Client Services Administrator's primary objective is to achieve a consistently positive service experience for all clients that is best in class.
Key Responsibilities- Acting as the first point of contact 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.
- Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirements and company expectations for quality, cost and time.
- Liaising with sub-contractors, clients and residents to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions).
- Working 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.
- Preparing weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually reviewing statistics and acting accordingly to improve operational performance and mitigate risk.
- Ensuring that service-related issues are addressed either directly or escalated in a timely manner.
- Experience of working in a customer-facing role or call centre environment.
- Experience using CRM software (e.g. Salesforce), in particular case and workflow management.
- Excellent communication skills, both verbal and written.
- Experience managing suppliers and other third-party relationships.
- High level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint).
- Committed to quality and excellence through evidence of continuing professional development.
