Customer Operations Administrator

3 weeks ago

Royal Tunbridge Wells, United Kingdom Logistics UK Full time
About Logistics UK

Logistics UK, formerly the Freight Transport Association is one of the biggest business groups in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.

An effective supply chain is vital to Keep Britain Trading, directly impacting over 7 million people employed in making, selling and moving the goods that affect everyone everywhere. With Brexit, technology and other disruptive forces driving changes in the way goods move across borders and through the supply chain, logistics has never been more important to UK PLC.

Job Summary

The Customer Operations team provide support, assistance and information to members, non-members and colleagues. This busy department takes ownership of work once it goes past the point of sale and supports the customers and operations to bring the work to completion.

Working in partnership with Logistics UK internal stakeholders, the Customer Operations Administrator role is responsible for setting up new contracts and administering renewals, as well as providing support, assistance and reports to both internal and external customers.

Responsibilities
  • Setting up new and yearly renewals, training and spot work using an in-house database.
  • Managing contract queries and liaising with both colleagues and the member to meet customers’ needs.
  • Managing administration of all contracts, training and spot work to ensure continuous high standards.
  • Provide assistance and information as required, ensuring SLA’s are met and a high level of customer service is delivered at all times.
  • Liaise with other departments, including Contract Managers, MRM's and Auditors/Advisors/Trainers when necessary.
  • To carry out regular checks on  progress and update list of outstanding renewals/cancellations, liaising with the Manager where necessary.
  • To run monthly reports for customers using a bespoke system. Setting up and maintaining members in online reporting dashboard (Vision) or Training online system.
  • React to specific work requirements and special arrangements, producing appropriate information.
  • Monitor when invoices are due for all work and raise accordingly using the invoicing calendar.
  • Deal with appropriate personnel when setting-up/revising/amending contracts, in the main by email and telephone.
  • Check through accounts query report and manage accordingly, liaising with account owner where necessary. Use accounting system to check if invoices have been paid monthly
  • Configure Digital equipment and dispatch.
  • To Maintain an online filing system.
  • To assist with special projects and tasks that may arise in a busy customer services department.
  • Own and maintain the One Note process folder
  • Assist scheduling to ensure work is scheduled correctly and adhering to SLA’s
  • Work within the Customer Operations Team assisting colleagues and customers alike, promoting cross team working.
  • Processing pre and post course work for Training courses
  • Registering courses with appropriate awarding bodies
  • Where necessary, undertaking additional responsibilities as required by Logistics UK

Requirements

  • Customer focused approach.
  • Exceptional telephone skills with a professional and confident communication style.
  • The ability to communicate at all levels with customers and internal stakeholders, using different methods of communication (letters, reports, e-mail, telephone, presentations).
  • Strong analytical skills and the ability to use IT systems including, Word, Excel and CRM databases.
  • Reliable, punctual and possessing well-developed planning and organisational skills.
  • Team player with an ability to work cross functionally.
  • Demonstrate the company values (Reputation, Excellence, Togetherness & Dynamism).

Benefits

We value our employees and offer a wide range of benefits recognising that no two employees are the same – everyone has different preferences and needs that change over time.

  • 25 days of annual leave plus bank holidays
  • Christmas Working Arrangement for extra days off during the festive period
  • Health Cash Plan for all employees and Private Medical Insurance for managers
  • Employee Assistance Programme and Mental Health First Aiders
  • Enhanced Family Leave policy
  • Flexible and remote working arrangements
  • Two paid days off per year for charity or volunteering work
  • Various learning and development opportunities
  • Range of pension schemes
  • Award scheme to recognise outstanding employees
  • Life Assurance Scheme for peace of mind

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