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Customer Service Administrator

2 weeks ago

Wythenshawe, United Kingdom BRODERICK GROUP LTD Full time

Here at Broderick’s, we specialize in vending and coffee solutions and are currently looking for an experienced Customer Service Coordinator to join our Help Desk Team.

This role will appeal to a self-motivated individual who is proactive and works well under pressure, as part of a team with drive, determination and an eye for detail. We are looking for an individual who is willing to take ownership of any customer’s concern and be passionate about providing our clients with an outstanding customer experience. As well as someone who can build strong relationships with our remote engineers, not just out clients.

Reporting directly into the Service Manager, this is a full-time integral role that will be supporting the whole team with a wide variety of day-to-day tasks. Office hours are between 8.00am - 5.00pm Monday to Friday (40 working hours per week).

**Responsibilities include the following**:
Ø Taking full ownership of your logged calls and liaising between customers, Engineers and managers to ensure call outs are completed in the agreed SLA.

Ø Taking full ownership of the calls you have logged following the full cycle of the call from start to finish, ensuring that they are closed down in a timely manner.

Ø Updating the system regularly to reflect the work completed with clear notes.

Ø Monitor the Daily Engineers service call and closing service calls in timely manner.

Ø Scheduling engineer’s workload with the help from the Service Manager, to prioritise faults appropriately.

Ø Monitoring repeat faults and escalating when necessary.

Ø Supporting the planning and organising of installations and transport of machines.

Ø Support updating and converting templates and documents into electronic format (i.e. creating JotForm templates)

Ø Support Service Manager to rewrite and keep update department’s relevant procedures and process

Ø Any other ad-hoc administrative tasks

**Skills required**

Ø Excellent Telephone manner giving a high standard of verbal communication.

Ø Able to communicate well across all levels.

Ø Confident with IT, including Outlook, Excel, Word and PowerPoint.

Ø Able to work on your own initiative, multi task under-pressure and have a good knowledge of Customer base and Engineer areas.

Ø Organised and can prioritise tasks to meet deadlines.

Ø Excellent numeracy and problem-solving skills.

Ø Overall being a flexible team player with a ‘can do attitude’.

Ø Excellent communication, drive and decision-making skills.

Ø High levels of data accuracy and attention to detail.

Ø Customer service experience: 1 year (preferred)

**Benefits**
- Salary: depending on experience
- 20 days holiday, increasing with length of service, plus Bank Holidays
- Additional day off for your birthday
- Company pension

**Terms**

Working days: Monday to Friday (30 mins unpaid lunch)

Working hours: 08:00- 16:30 (40 hours)

Due to the type of role, responsibilities and set up of the team, this role is office based, with occasional/ad hoc flexibility to work from home, depending on the circumstances.

Get in touch if you want to know more or have a chat about this position

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Wythenshawe, M22 4TE: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location