Customer Service Administrator

**Customer Service Administrator - Full Time, Permanent; Monday to Friday - 37.5 hours per week or 42.5 hours per week Contract available**

**Starting Salary: 37.5 hours a week = £19,371.45 increasing to £20,000 after 1 year and to £20,500 after 2 years**

**Starting Salary: 42.5 hours a week = £21,954.31 increasing to £22,666.67 after 1 year and to £23,233.33 after 2 years**

**Location: Gadbrook Park, Northwich CW9 7LN**

Due to promotion we are recruiting a **Customer Service Administrator** to join our Customer Service Centre Administration team, who as part of the property management function within RMG handle all customer escalations. This includes identifying correct use of business escalations and identifying potential Customer Service Centre Training requirements by liaising with Team Leaders.

The team processes business requests such as Mail Merge requests, Major Works, Meetings, Abandoned Vehicles, Customer Refunds, Keys and RMG’s Social Media platforms. The Customer Service Centre Administration team also handle both incoming and outgoing post from the Northwich office.

**The Role of the Customer Service Administrator**:

- Receive, understand and assess customer contacts and enquiries to establish requirements for advice, guidance and service/solutions.
- Select and provide advice, guidance and service/solutions which meet identified customer needs, referring to more senior/specialist staff when appropriate or necessary.
- As appropriate, follow up on the advice and services/solutions provided to ensure that the customer’s requirements are fully met.
- Ensure all transactions with customers are recorded in a timely, accurate and effective manner - including updating all computer-based records - to maintain and enhance data integrity and provide a basis for accurate assessments of performance.
- Collate and provide effective feedback to Customer Service Centre on advisor training requirements.
- Produce and process all documentation resulting from customer enquiries/conversations in an accurate and timely manner, or ensure that the information passes to colleagues responsible for these activities.
- Ensure at all times that advice and services provided are consistent with all relevant procedures, standards, behaviours and performance targets as well as maximising the level of customer satisfaction.
- Develop and maintain all required skills, including a good working experience of relevant software tools and systems to facilitate the efficient delivery of work activities.
- Develop and maintain an appropriate understanding of relevant RMG products, services and solution frameworks to improve customer service, operational and sales performance.
- Support the work of team colleagues, providing appropriate help, guidance and advice to less experienced staff, thereby enabling the team to improve its capability, to operate efficiently and to maximise its performance.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.

**The Customer Service Administrator will have the following qualities**:

- A passion for helping people and solving problems
- An active listener who understands and demonstrates great customer service
- Positive personality with a flexible approach
- Clear communicator (written and verbal)
- Excellent administration skills
- IT literate - comfortable using a range of systems and software
- A friendly attitude and a team player
- Able to establish an understanding of customer needs quickly
- Able to answer/respond to a range of enquiries and to provide a range of services to internal and external customers that best fits the query
- Able to work to deadlines

**How will my career grow?**

As a company we’re passionate about progression and you’ll have access to a wide range of training and development opportunities including:

- Funded professional qualifications (Apprenticeships, IRPM, AAT, IOSH etc)
- Life skills with Cheshire College - access to free Level 2 courses in a range of topics including Customer Services, Team Leading, Business Admin, Understanding Mental Health etc.
- Masters Degree in Property Management & Investment with DeMontfort University

**Benefits**
- 25 days holiday plus bank holidays
- Never work your birthday
- Exclusive savings on travel, shopping, restaurants, supermarkets, fitness, fashion and electronics through our benefits portal.
- Free fruit
- Free onsite parking
- Generous pension scheme, matched up to 6%
- Life assurance (4 x annual salary)
- Regular office incentives
- Free eye tests
- Cycle to work scheme
- Two paid volunteer days per year
- Employee loans
- Employee Assistance Programme - access to free confidential advice on matters important to you
- Paid Refer a Friend Scheme - earn up to £1000

Join the RMG family and join one of the largest and most respected property management companies with a portfolio sp