Our client is a successful and established Heating & Electrical company who are looking for an experienced Customer Service Administrator (ideally within the gas heating sector or similar).
They have an excellent reputation and are a Which? Trusted Trader.
Ideally we are looking someone with Customer service, Scheduling and contract management experience. This is a desk/phone-based role so enjoying customer service interactions is essential.
Key internal relationships will include the Service Department, Customer Care Department & The Engineering Team.
Role Requirements;
An integral member of our team, playing a crucial role in ensuring smooth service operations and consistently delivering high levels of customer satisfaction.
You will work collaboratively with the team to;
- Schedule service and repair jobs throughout the South West region.
- Coordinate service schedules.
- Liaise with customers and contractors.
- Ensure compliance with all relevant regulations.
- Support the engineering team
Customer Liaison:
- Handle incoming enquiries from the public regarding gas services and repairs
- Schedule service appointments, ensuring efficient allocation of resources and timely
completion of work.
- Address customer complaints or issues, coordinating with managers to resolve
problems promptly.
- Provide updates to customers/ clients on the status of ongoing service requests or
- Ordering of parts as required
Contract Management:
- Assist in the preparation, administration, and monitoring of service contracts, planning
for servicing schedules.
- Maintain accurate records of contracts, including service schedules, costs, and
compliance requirements.
- Coordinate with contractors to ensure timely and effective service delivery according to contract terms.
- Monitor contract performance and ensure all contractual obligations are met.
Administrative Support:
- Maintain detailed and organised records of all service-related activities, including
service reports, customer interactions, and financial transactions via our CRM system.
- Prepare and process invoices, ensuring accuracy and timely payment.
- Compile reports and summaries for management, highlighting key performance
indicators and areas for improvement for contracts.
- Logging jobs accurately on CRM including sending text messages via the system
Team Coordination:
- Work closely with engineers, schedulers, and other team members
- Act as the first point of contact for internal and external stakeholders regarding service
administration matters for contracts
Person Specification;
Organisational Skills;
- Strong organisational abilities, capable of managing multiple
tasks simultaneously.
- Previous experience in a customer-facing role, particularly in environments with high call volumes of interactions.
- Demonstrated experience working within structured processes.
- IT Proficiency: Strong IT skills, including proficiency in MS Word, Excel, and Outlook.
- Strong problem-solving skills with a proactive approach to
- Ability to work well under pressure and meet deadlines.
This role is office hours, Monday to Friday and has a salary of £25k.
The role is for thriving local business that offers all staff a holiday Loyalty scheme, Pension scheme and a commitment to training and development for all its staff.
If you are an experienced Customer Service Administrator looking to take the next step in their career then please send your cv through now!