Administrator
Locations: Byfleet & New Haw
Reporting to: Administrative Team Leader
Full-time, immediate start
Hours are 37.5hrs paid per week from 8:00am to 4:00pm / 8:30am to 4:30pm
Paid holiday entitlement of 23 days inclusive of public/bank holidays
The role
We are currently recruiting for an Administrator to work in a client service focused role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide. The role will work with Operations Managers, Supervisors and the Scheduling and Dispatch team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests. The Administrator’s primary objective is to achieve a consistently positive service experience for all clients that is best in class through:
- Excellent organizational and interpersonal skills and cooperation with appropriate stakeholders and resources to deliver the programme of works schedule and ad hoc work requests in accordance with contractual requirements and client expectations
- 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
Responsibilities and duties:
- 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
- Working in conjunction with the scheduling and dispatch team, Operations Managers, other internal resources, and external service providers to coordinate delivery of ad hoc work requests from initial enquiry, through price estimating, raising of purchase orders, scheduling, delivery and billing
- Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
- Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. Organising access, checking parking restrictions)
- 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
Personal attributes:
- Experience of working in a digital/tech enabled customer helpdesk or call centre environment
- Experience using CRM software (e.g. Salesforce), in particular case and workflow management
- Excellent communication skills, both verbal and written including the ability to communicate with a variety of staff and clients in an effective and, sometimes, sensitive manner
- Experience managing suppliers and other third parties ensuring deadlines are established and met and SLAs are maintained
- Proactive, organised and able to prioritise competing work requests and multi-task effectively despite interruptions in a busy department
- Excellent analytical skills and high level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)