Build and maintain effective professional customer relationships and communications.
Help manage customer service delivery and communications as part of the service department.
Communication and liaison with the service team, engineering team, projects team, subcontractors, and equipment suppliers.
Updating relevant customer records on system database
To ensure that the client is fully updated at all times via relevant portals in relation to where we are with every service job.
Costing all jobs efficiently to avoid financial issues.
All admin duties completed within timely manner.
Respond to any client queries relating to job updates.
Adhoc duties assisting with service desk, small works admin as and when required.
Main duties
* Processing and maintaining customer records.
* Compliance, ensuring all certificates/documentation from engineers/subcontractors are completed correctly and are legible
* Costing all jobs completed by engineers/subcontractors from previous days.
* Ensure the relevant PO's are in place whilst costing dockets and spend levels have not been exceeded
* Utilising correct SOR's for specified customers
* Uploading certificates and updates on web portals or via email
* Checking and ensuring all certificates are to standards that are acceptable.
* Reading all job notes to ensure the job is fully completed before costing.
* Updating any asset spreadsheet/documentation where required
* Obtaining relevant uplifts for purchase orders to avoid any invoice queries.
* Dealing with any financial queries to avoid invoice queries.
* Liaising between internal departments to resolve any customer issues.
* Distributing follow-on calls from engineer's PDA's to relevant teams/schedulers.
* Update Systems application with customer information, logging calls – ensuring all information is present and correct to assist others in the department.
* Obtain purchase orders for remedial works carried out.
* Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop customer objectives
* Excellent attention to detail
* Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager.
Person Specification
* Excellent customer relationship skills with professional telephone manner
* Team player who is capable of working autonomously in supporting service team and customer queries
* Advanced communication and organisational abilities
* Familiar with Microsoft applications, preferably advanced
* Commercially astute, used to a contract operating environment with SLA's and KPI's
* Enthusiasm in a growing and customer focused environment
Passion for exception customer service delivery
Salary description
£26000.00 - £26000.00 per year