Job Description
Customer Service & Planning Administrator\nLocation: Bishop's Stortford\nStart Date: ASAP\n\nHybird - 1 day working from home & 4 days in the office\n\nExcellent Benefits including 25 days holidays plus Bank Holidays\n\nSalary: £27K to £30K DOE\n\nMy client, a well-established and customer-focused organisation based in Bishop's Stortford, is seeking a proactive and detail-oriented Customer Service & Planning Administrator to join their team immediately.\n\nThis is a key role within the Customer Service & Planning team, responsible for ensuring that every customer interaction is handled with professionalism, efficiency, and care. You'll be the central point of coordination between customers, engineers, and internal teams-ensuring smooth operations and exceptional service delivery.\n\nExperience of creating customer accounts, log customer requests, manage contracts, order equipment, understanding invoice and purchase order processes, administrate customer files and handle customer complaints is necessary in this role. You will also have experience and be good at planning service calls and call out activity of field-based engineers and contractors ensuring optimisation of resource within a geographical area.\n\nKey Responsibilities:\n\nDeliver outstanding customer service across all channels, ensuring a positive experience at every touch point\nAccurately log service and repair call outs, ensuring timely responses and resolution\nWork in line with customer contracts and service level agreements (SLAs)\nOrder and coordinate the delivery of equipment to support engineering operations\nRecord, manage, and escalate customer complaints in a professional and timely manner\nPlan and schedule service visits and emergency call-outs for field-based engineers and contractors\nEnsure optimal use of resources within designated geographical areas\nMaintain accurate and up-to-date customer files and account records\nLiaise with the sales team to ensure smooth communication regarding equipment placement and service updates\nUnderstand and follow internal invoicing and purchase order procedures\nMonitor and manage workload exceptions to maximise productivity\nCollaborate with leadership and stakeholders to measure and improve field service effectiveness\nConduct proactive customer calls to reduce cancellations and improve service efficiency\nChampion new systems and processes, contributing to continuous improvement initiatives Ideal Candidate Will Have:\n\nPrevious experience in a customer service or service planning role, \nStrong organisational and multitasking skills with a keen eye for detail\nExcellent communication skills, both written and verbal\nConfidence in handling customer queries, complaints, and escalations\nA reactive and solution-focused mindset\nFamiliarity with CRM systems and planning tools\nAbility to work well under pressure and adapt to changing priorities \n\nThis is a fantastic opportunity for someone who thrives in a fast-paced environment and enjoys being at the heart of operations, ensuring customers receive the best possible service.\n\nPlease be aware this advert will remain open until the vacancy has been filled.
Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.\n\nTate is acting as an Employment Business in relation to this vacancy.\n\nTate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way.
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