We are currently recruiting for anAdministrator to work in a client service focused role across thefull range of facilities management services provided by Just Askto 90000 residential properties nationwide.
Therole will work with Operations Managers Supervisors and theScheduling and Dispatch team to support efficient and effectivedelivery of the programme of works schedule and ad hoc workrequests.
The Administrators primary objective isto achieve a consistently positive service experience for allclients that is best in class.
CoreResponsibilities
* Actingas the first point of call for client service enquiries and workrequests including but not limited to bulk waste collections ad hocwork and subcontracted work.
* Managing inboundclient communications for a client contract grouping categorisingand logging enquiries using the CRM software package and workingwith Operations Managers and Supervisors to ensure all clientenquiries are addressed in a timelymanner
* Ensuring client satisfaction with thehandling of servicerelated issues including: managing clientcomplaints escalating client issues to Client Account managementand Operations management
* Managingrelationships with subcontractors to ensure delivery of services inaccordance with client requirement and Just Ask expectations forquality cost and time.
* Liaising withsubcontractors clients and resident to arrange the delivery ofsubcontracted works (e.g. organising access checking parkingrestrictions)
* Working with Finance to ensurerevenue from ad hoc works is tracked effectively and billed in atimely manner
* Managing data flow to/from clientportals as required and ensuring data within client portals ismanaged in accordance with contractual requirements and clientexpectations
* Briefing Operations Managers andother internal stakeholders on key issues such as complaintsescalations and positive client feedback asrequired.
* Updating the CRM platform andManagement Information Systems to ensure all data assets andassociated records are updated all relevant dashboard and reportsare operating and accurate
* Prepare weekly andmonthly KPI and SLA performance reports for internal and clientstakeholders as required and continually review statistics and actaccordingly to improve operational performance and mitigaterisk
* Ensuring that servicerelated issues areaddressed either directly or escalated in a timelymanner
What are welooking for
* Experienceof working in an customer helpdesk or call centreenvironment
* Experience using CRM software (e.g.Salesforce) in particular case and workflowmanagement
* Excellent communication skills bothverbal and written
* Experience managingsuppliers and other third partie
* High level ofcomputer literacy in particular Microsoft operating system andsoftware packages (MS Word Excel andPowerPoint)
* Committed to quality and excellencethrough evidence of continuing professionaldevelopment
Remote Work :
No