Service Account Administrator

Posted on Dec 14, 2018 by ICE

Peterborough, Cambridgeshire United Kingdom
Admin & Secretarial
Immediate Start
£18k - £18k Annual
Full-Time

Background

This is an exciting new opportunity to join the UK's largest independent cleaning equipments and service provider. The business has grown to annual turnover in excess of £24m through organic sales contract wins as well as the recent acquisition of three competitors during the last 12 months. With projected turnover growth for 2018, the organisation is building a solid platform for further growth by strengthening the team further. With this in mind, the Operations Team based in Peterborough are looking for a Service Account Administrator.

The Role

A fantastic opportunity for an experienced Service Account Administrator with strong administration skills to join a leading Service provider. You will be joining a small and friendly team, acting as first line defence for answering customer queries over the phone, monitoring calls to maintain SLA's , checking parts availability and delivery times and maintaining open lines of communication across the business to ensure the highest standard of service delivery is received by customers.

Principle Duties

  • Working alongside the Key Account Directors as first point of contact, building strong relationships
  • Manage key clients and accounts responding to all customer emails and telephone enquiries
  • First point of contact b telephone for external/internal customers
  • Liaise with key contacts to chase for updates whilst updating SSL
  • Monitor and control all open calls to satisfactory conclusion including the updating of tasks within SSL
  • Raise and send estimates to customers for machinery and parts orders
  • Arrange loan machines to be delivered on site to customers if a machine cannot be repaired within SLA by the engineer
  • Deal with and resolve customer complains/dissatisfaction and escalate to Helpdesk Team Leader/Customer Service Director when appropriate
  • Produce and communicate accurate and timely reports to stakeholders and customers
  • Provide correct part details to the Parts Manager to be sourced by supplier
  • Arrange machine collection and deliveries, ensuring all machines are at correct site locations and correspond with information on SSL
  • Cover work flow for colleague during periods of absence
  • Assist the Helpdesk Team Leader as a support function in terms of training and all other helpdesk activities
  • Contribute to key process improvement initiatives
  • Escalate issues and potential improvements, relating to the escalation monitors in which you are responsible for, to the Operations Manager

Required Skills

  • Excellent telephone manner
  • Exemplary customer service skills
  • Attention to details
  • Highly organised
  • Excellent written and verbal communication skills
  • Able to work under pressure
  • Good working knowledge of Microsoft operating systems e.g. MS Office, email and other software applications
  • Must excel in a fast-paced, agile environment where critical thinking and problem solving skills are required for success
  • Innovative thinker who is positive, proactive and readily embraces change
  • Ability to handle end users/customers professional during all interfaces

Qualifications/Education/Experience

  • Educated to GCSE level or above with grade C pass (or equivalent) in English and Maths
  • NVQ/SNVQ qualifications
  • Previous experience in a similar role/environment

Offer

  • Career progression
  • Full time position based in Peterborough
  • 21 days holiday
  • Workplace Pension Scheme
  • Free on-site parking
  • Working Monday to Friday, predominately 08:30am to 17:30pm with weekend cover home-based approximately 1 in 5.
  • £18,000 per annum but increasing to £20,000 per annum upon successful completion of a 3 month probationary period

Equal Opportunities

Our company are an equal opportunities employer and welcome applications from all suitable qualified persons regardless of their sex, marital status, disability, religion, creed, colour, race, nationality, ethnic origins or social background, or are disadvantaged by conditions or requirements that cannot be shown to be justifiable.

If you are successful and are invited to an interview, you should ensure that you bring with you to the interview the correct documentation to confirm your right to work in the UK e.g. your passport (current or expired) or birth certificate with a letter confirming your national insurance number.

Reference: 598330250

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