Customer Service Support

2 weeks ago


Cheltenham, United Kingdom Astor-Bannerman Full time

**Role Overview**

Based in Andoversford, Astor-Bannerman manufactures, supplies, installs and services specialist bathing and lifting systems for the disabled and elderly. We have a 25-year track record as a market leader in our field and we have an ambition to grow.

The Customer Service Support role is responsible for providing best in class service to both our internal and external customers, this is a multifaceted role within the team, which facilitates several operations within the organisation which included managing the engineers calendars through to first line technical support.

**Main functions and responsibilities**
- Field incoming support calls, including first-line fault diagnosis, repair calls and product advice.
- Utilising CRM tools and systems to provide outstanding technical assistance to our customers through live troubleshooting and problem isolation.
- Support with the planning and co-ordinating engineers calendar to ensure maximum optimisation.
- Scheduling appointments with customers, monitoring progress whilst keeping all interested stake holders up to date with developments.
- Management of Service Engineer documentation.
- Loading sales orders and pick lists for spare parts.
- Manage service contract delivery to ensure optimum value v’s cost.
- Respond to questions and requests for information.
- Work closely with various colleagues/departments throughout the business.
- Working within Customer Service KPI’s and SLA’s
- Various other duties

**Measures of success**
- Strong working relationship with all the staff.
- High percentile of successful repairs.
- High percentile of first contact resolution or first fix resolution.
- Reduction in warranty spend.
- Maximum engineer utilisation.

**The Person**
- Self-starter and quick learner.
- Technically minded.
- ‘Can do’ attitude with drive to deliver.
- Excellent communication skills.
- Confident and dynamic personality.
- Resourceful, good problem solver and organised.
- An individual who is comfortable being a member of a team.
- Organised and competent administrator.

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

**Salary**: £23,000.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

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

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: One location



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