Customer Service Administrator

**Company Background**

Since it’s conception in 1997, Sportsafe now employs over 70 staff at three locations in Essex (head office), Manchester and Scotland.

Sportsafe offers installation, service and sales of sports and fitness equipment to more than 10,000 customers from the Shetland Isles to the South Coast in the including primary and secondary schools, private schools, sports centres, care homes and more than 120 county councils and fire, police and NHS authorities. The company is ISO 9001; ISO 14001, ISO 45001, Constructionline Gold, Safecontractor, CHAS, AFPE accredited.

Sportsafe has six core values Trust, Integrity, Pride, Passion & Enjoyment, Quality and Respect which are the backbone of the company’s vision for the future.

To fulfil this role, you should demonstrate a high level of attention to detail. You will need to respond to customers quickly, which includes a high volume of phone calls to customers (both in and outgoing) as you will be the customer’s first port of call and customer service will be paramount.

**Responsibilities**

To include but not limited to:
- Supporting the team within their role to fill the diary to clearly identified targets by confirming service and repair bookings with our customers to allow accurate and timely preparation and completion of service calls for engineers.
- Reach clearly identified confirmation targets set for you.
- Be responsible for customers which are allocated to you and deal with queries, bookings and returns relating to your customers.
- Be responsible for raising all service sales orders and checking these for your contracts, updating your CRM systems with the sales order details. These must be always raised to a minimum of 3 months in advance.
- Follow company procedures correctly including record keeping and updating for CRM, processes, raising service orders and call outs, following queries, and booking all orders with customers.
- Be responsible for ensuring accurate information is obtained from the customer and entered on to CRM System.
- Working closely with the Operations Manager and Engineers to ensure any returned work is rebooked and reconfirmed, within the same week where possible, reducing the return figures and maintaining a high level of customer service.
- Ensuring where necessary that the correct equipment is available for the engineers, to include liaising with Purchasing department for items which may require ordering or hiring.
- Be a pivotal member of the Service Department team enabling the department to reach and exceed clearly set targets for confirmations.
- Always follow high levels of customer service.
- Liaising with Head office on issues with purchasing and stock requirement.
- Be positive and motivated in your approach, providing support to all within the Service Team as well as the Operations Manager as and when required.
- Confirm diary bookings, reaching and exceeding targets.
- Review returns board throughout the course of each day for the jobs you are accountable for and ensure that work is rebooked for same week where possible.
- Follow CRM process correctly without fail.

**Key Skills, Characteristics and Experience**
- Experience within Customer service essential
- Experience in working in a fast-paced office environment
- Experience with dealing with customer service, with extra advantage having experience in dealing with field service technicians queries
- Ability to maintain calmness at all times
- Experience in using CRM Systems
- Clear and professional telephone manner
- Willingness to enhance personal skills
- Experience of using Microsoft packages is beneficial
- Ability to learn and pick up software packages (full training given)

**Location**

Colchester - Severalls Business Park

**Working Hours**

40 hour working week

Mon-Thu 8am - 4:45pm

Fri 8am - 3:30pm

**Package**

20 Days annual leave + 8 bank holidays

Auto Enrolment Pension - Salary sacrifice + Employer contribution

Heath Cash Plan (Reimbursement for value of Dental, Optical and some other medical services)

Group Life Insurance (Death in Service benefit)

Incremental holiday allowance in line with length of service.

Holiday purchase scheme

Staff benefits portal

Employee Assistance Programme

Corporate Flu jab