Customer Service Administrator

Do you have experience within customer service and administration? Would you like to work in a fast paced environment? If so this role is for you!

Benefits

• Monday to Friday 37.5 hour week with 1 hour for lunch
• 28 days holiday (including Bank holidays).
• 2 days a week from home after the training period.
• Additional 1 days’ annual leave for each year worked.
• Christmas ‘shut down’ – usually from 24th December – 2nd January.
• A ‘Love to Shop’ voucher on your Birthday every year.
• Free on-site parking / fully paid nearby parking when office based.
• All IT equipment provided and the tools to do the job.
• Regular training, coaching and career development planning.
• Private pension contributions.
• Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
• Annual salary review.
• Annual profit-related bonus scheme.

This role will see you speaking with our clients field team and ensuring the visits the field team perform are done so to a high standard. You will allocate, plan and monitor both completion and performance of these visits. We need for you to have excellent customer service skills as you'll be speaking with a large number of field agents.

Responsibilities

• Allocating and Planning visits in line with client SLAs and company processes. This will include dealing with the account referral and new business load on some occasions.
• Organising and/or the printing of lettering and visit packs, and the despatch of lettering and visit packs.
• Pro-active and Reactive telephone calls / emails to organise and manage site visits.
• Updating the system so all planned visits are recorded to allow for clear visibility of account status.
• Offering assistance and support to Agents when completing their visits.
• Liaise with Clients as needed to resolve and complete individual accounts correctly.
• Highlight and fully record any vulnerability found when dealing with an account.
• Highlight and fully record any safety issue or concern found when dealing with an account.
• Update and/or result accurately fully detailed reports on each account when any visit activity has taken place.
• Update the system with appointment dates and times agreed with a customer, along with any specific request in relation to a visit or any other feedback given.
• Pro-actively follow up on any planned action at account level to ensure work was completed as planned.
• Result accounts on the system with a high level of accuracy so the Client is able to complete any follow up action as necessary.
• Quality checking returned visit reports to ensure the standard of the visit is acceptable, and that the visit has been conducted in line with requirements.
• Arranging any subsequent revisit needed.
• Production and issue of client returns reporting.
• Perform various activities in relation to agent’s holdings and any overdue accounts. This will include generating reports, communicating with agents, providing updates, distributing reports as needed, liaising with clients as necessary and sourcing alternative cover for the visit if required.
• Highlighting any performance related matter to the management team, including any suggestions for agent re-training or audit requirements.

If you have good customer service and admin skills then we'd like to speak with you!!