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Contract Administrator
2 months ago
We are recruiting for a Contract Administrator in West Byfleet (37.5 hours) to work in a client service focused role, working with Operations Managers, Supervisors and the Scheduling and Dispatch team to support efficient and effective delivery of the program of works schedule and ad hoc work requests.
The Administrators primary objective is to achieve a consistently positive service experience for all clients through:
- Excellent organizational and interpersonal skills and cooperation with appropriate stakeholders and resources
- Consistent, competent, timely and accurate handling of reported issues, complaints, requests and escalations
- Maintaining quality systems and processes and contributing towards a culture of continual improvement within the team
What are we looking for?
- Customer Service experience
- Administrative experience
- Experience of a digital enabled helpdesk, internal service desk or call centre experience
- Experience of CRM software (e.g. Salesforce) and Field Service module
- High level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)
- Have excellent communication skills, both verbal and written.
- Attention to detail, curiosity and a desire to learn and develop with role and the organisation
- Previous experience in a demanding customer/client service role
- Previous involvement in contract or client mobilisations
- Knowledge of Microsoft Teams
Responsibilities:
Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner.
Ensuring client satisfaction with the handling of service-related issues including: managing client complaints, escalating client issues to Client Account management and Operations management.
