We deliver mechanical and technical services to a range of different clients, including blue chip companies and facilities management providers.
At Norton we pride ourselves on exceptional customer service and fostering an inclusive, respectful working environment where every team member feels valued.
Role & Responsibilities
The role is primarily, but not limited to, the following activities:
* Answering incoming calls promptly, in a professional and friendly manner, providing outstanding customer service at all times.
* Gathering detailed information during each call and aim to resolve queries at the first point of contact whenever possible.
* Preparing quotations in line with customer requirements.
* Accurately log job data into our system.
* Maintaining accurate F-Gas records and ensure compliance with current legislation.
* Working to set SLA’s and response times and achieving KPI’s.
* Assist with ordering materials and liaising with suppliers where required.
* Monitoring job progress and ensuring deadlines are met.
* Awareness of customer contractual requirements.
* Uploading data to customer portals and maintaining our CRM system.
* Issue clear and comprehensive jobs sheets.
* Tracking works and updating internal systems and clients.
* Using Microsoft Word and Excel for general admin and reporting tasks.
* Play a key part in supporting our integrated management system (ISO9001, ISO 45001 & ISO 14001).
Skills, Experience & Qualifications
Experience in the HVAC industry
Knowledge of planned preventative maintenance (PPM) and reactive service operations
Understanding of F-Gas regulations and associated record keeping
Strong organisational and administrative skills
A keen eye for detail
Excellent communication skills, both written and verbal
A proactive and self-motivated approach to problem solving
A customer focused mindset and a commitment to delivering service excellence
Ability to prioritise in a fast-paced environment
Must be familiar with Microsoft Outlook, Word and Excel
Why work with us?
* Join a supportive and close-knit team in a growing business
* Work with a wide variety of clients
* Contribute to a company that cares about quality and customer service
* Opportunities for training, personal growth and development
* Health Cash Plan Scheme after qualifying period
* Company Pension Scheme
* 20 days annual leave plus bank holidays, increasing each year to 25 days
* Additional annual leave offered, with your birthday off
* Company events throughout the year
If you want to join our team please send your CV and a short covering letter
Salary description
£25400.00 - £27500.00 per year