Customer Services Administrator

Real pride. Real advantage.

The successful candidate for this role will provide a proficient service to all BAE/MOD customers, by dealing with every aspect of Customer Support.

As a Customer Services Administrator your main responsibilities will involve:

Delivering a Helpdesk service in accordance with the service level agreements and priorities within the WSMI contract
Take calls from Team Portsmouth Helpdesk telephone systems for various phone queues including Health & Safety and General Enquiries
Ensure that all calls are answered within 3 rings and the abandon rate is kept below 5%
Log calls received by email, phone or walk within 1 hour of receipt by using IFS and ensure that the customer receives their reference number by telephone Investigate and solve customer queries, alert Pod Supervisor to potential problems or customer dissatisfaction
Carry out Customer Surveys via face to face or phone
Provide cover for reception when required
Carry out regular housekeeping of the system
Ensure filing is kept in order and archived appropriately
Assist in training of colleagues and new members of staff
Attend team meetings and actively contribute to process improvements
Carry out tasks/projects and objectives as directed by the Customer Services Team Leader
Provide Friday afternoon cover when required

As a Customer Services Administrator your skills and qualifications will ideally include:

Broad/basic knowledge of the company, its structure and relevant procedures
Able to communicate effectively, with tact and diplomacy, with all levels of internal and external customers
Able to resolve problems or situations encountered, flag up those out of the ordinary or requiring assistance and / or authority from others
Maintain accurate records and provide management information
Capable of working under pressure and delivering against tight deadlines
Maintain good customer relations and uses initiative in identifying opportunities to improve
Able to prioritise own work and meet objectives
Administrative, clerical or customer service experience in related environment/industry
PC Literate, with knowledge of word processing, spreadsheet and other relevant software
Customer Service Experience

What we’re looking for in you

Decisive in taking considered and well thought out action.
Take ownership to resolve problems and initiate improvements.
Proactively address potential issues before they become problems.
Prioritise your own workload and organise your time in order to achieve your objectives.
Act independently and make decisions, within your remit.
Confidence to challenge others constructively and suggest alternative solutions.

Salary

£17,800 plus

Grade:

FSL Grade 1

BAE Systems

BAE Systems is one of the world’s leading global defence, security and aerospace companies. We work at the cutting edge of technology, creating more than 100 new inventions every year for customers in over 100 countries.

BAE Systems Maritime Services

BAE Systems Maritime Services delivers end to end maritime services and support to over 50 per cent of the Royal Navy’s Surface Fleet. Our services range from warship availability, equipment and facilities management, training, product development and through life support for radar, torpedoes and small boats. With approx. 3,500 employees a revenue of £650 million and customer and company facilities at five sites we are proud to support the Royal Navy fleet in global operations

Performance. It brings us together.

BAE Systems welcomes applications from all sections of the community.