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Office Administrator

1 month ago

Wakefield UK, West Yorkshire, United Kingdom MetaB3E Full time

OFFICE ADMINISTRATOR - BASED IN WAKEFIELD IN YORKSHIRE. FULL TIME, £21K.


Primary Responsibilities and Activities

Duties:

  • Build and maintain a strong relationship with our customers as you support them on our helpdesk or in meetings, ensuring ownership, follow through and delivery of clear comms - always ensuring the best customer experience
  • Co-ordinate our weekly helpdesk reporting (and other key customer reports), and follow up where we need to chase, showing tenacity and resilience for the good of the team and customer
  • Escalate key customer/people/compliance issues that arise or that cause concern and ensure hand over/follow-through to resolution. Demonstrate and encourage integrity, appropriate conduct and sensitivity
  • Ensure accuracy of labour hours logged and that all certificates/paperwork are completed correctly and promptly
  • Planning schedules for PPM's and reactives
  • Raise and allocating jobs for engineers to attend, in the most efficient way, confirming details accurately and clearly for both customer and engineer
  • Collate or type (if manual) engineer paperwork or job details onto the correct system promptly
  • Book accommodation for engineers traveling around the UK, thinking about the engineer, costs, customer and plans for the day
  • Book vehicle servicing and maintenance for engineers and wider team, and handle insurance/tax queries/claims
  • Send approved invoices to Receipt Bank/appropriate system to support managing costs
  • Manage post in/out, printing, office assets logging and be welcoming to office guests
  • Manage meeting agendas and minutes, in a clear and well-structured way
  • Ensure compliance with industry accreditations, Constructionline, Safe contractor, and NICEIC etc.
  • Organise team/customer events where required and let the senior team know when you see behaviour worthy of recognition from our engineers/wider team
  • Customer requests/calls actioned to an excellent, compliant standard, within SLAs and updating internal trackers/spreadsheets
  • Helpdesk answered politely, friendly and efficiently within SLAs, building rapport (both emails and calls)
  • Customer Satisfaction and complaint resolution exceeding expectations, escalated promptly where required
  • All admin tasks carried out to MetaB3E processes and high standards
  • Manage compliance certificates to SLA, and ensure updated on customer systems with ETA's
  • Improved customer and people satisfaction metrics for those that you are responsible for supporting


Primary Contacts

Operations Manager

Commercial Director


KPI’s (not limited to)

  • Customer requests/calls actioned to an excellent, compliant standard, within SLAs
  • Helpdesk answered politely, friendly and efficiently within SLAs, building rapport
  • Customer Satisfaction and complaint resolution exceeding expectations, escalated promptly where required
  • All admin tasks carried out to MetaB3E processes and high standards
  • Manage compliance certificates to SLA
  • Improved customer and people satisfaction metrics for those that you are responsible for supporting


Requirements

  • Excellent customer skills, customer empathy and team work
  • Strong, reliable, organisational skills with effective problem solving
  • High standards of accuracy and attention to detail
  • Excellent written, analytical and verbal communication skills
  • Proficient IT skills. Ideally competent in Microsoft Office (Outlook, Word and Excel)
  • Able to work remotely and self start with limited supervision, with a high level of integrity
  • Excellent time management skills with the ability to prioritise, plan and organise day to day activities ensuring that deadlines and objectives are achieved
  • Fantastic interpersonal skills, confident and professional customer handling, taking ownership, showing tenacity, sensitivity and a sense of humour
  • Can-do attitude, strong work ethic and positive outlook to raise the bar for our customers and colleagues
  • Sharing ideas and thoughts on how we can be more efficient, customer centric and innovative with a continuous improvement mindset