Customer Service Administrator

Job Title: Customer Service Administrator.
Contract Type: On-going.
Shift Pattern: Tuesday – Saturday (06:00 – 14:30 or 6:30 – 15:00), must be flexible as shift pattern may change due to workload.
Job Purpose:
To support the Customer Services Department in providing a high quality service to our customers professionally and within agreed or reasonable timescales by administering the customer service information system and providing all other administration services for the Customer Services department.
The Customer Services Department is the interface between external customers and internal departments. Role requires the ability to deal effectively with all customers and to be able to manage customers’ expectations appropriately and with the objective of achieving required levels of satisfaction and recommendation.
Key Responsibilities:
1. Handle telephone queries, ascertaining the most efficient route to satisfactory conclusion and in a manner which gives customers confidence that they are dealing with professional representatives of the company who are able to assist with their queries.

2. Record accurate information and determine next course of action, referring to the Customer Services Manager/Co-ordinator (as appropriate).

3. Distribute morning reports and KPIs on a daily/weekly/monthly basis for each customer.

4. Manage the internal systems: stock movement, fleet tracking etc.

5. Assist Transport Departments in ensuring all corrective work is managed, as arrangements made with customer for work to be done and confirmed in writing/by phone/email.
6. Ensure general administration is managed on a daily basis, such that the office runs smoothly and that paperwork is kept accurately filed in and undertake all the appropriate archiving work.
Working Relationships:
Effective working relationships are an essential part of daily working life.
The focus in this role is both Internal – colleagues within operating company – and external – telephone/email communication with customers, contractors and subcontractors.