SERVICE ADMINISTRATOR
Hours: Monday to Thursday 8:30 to 17:00 and 8:30 to 14:00 on Friday
Location: Fareham Office
Salary: £28,000
To support the service planning team with daily, weekly and monthly administration tasks ensuring that both internal and external customers’ needs are prioritised and met within set timelines
Key Responsibilities:
* Administer the unassigned service emails, reply or allocate to relevant teams, escalating to Lead Planners as and when necessary
* Answer incoming calls and direct accordingly
* Acknowledge customer emails that may be chasing and escalate this to the relevant Lead Planner for action.
* New Sales Orders – Raise jobs under the direction of our Lead Planners
* Help with requests for Teams – Raise, save to job and advise planner
* Support with the processing of the oil & fuel sample kits following generator maintenance and ensure the associated reports are uploaded into our CRM.
* Action any requests for information that come into the service email inbox
* Support service panners with any requirements they have especially when others are on annual leave
* Ensure that the Customer Service Charter is adhered to.
* Always maintain a professional presentation.
* Ensure all paperwork and procedures are adhered to.
* Ensure that any variances to any of the above are immediately reported.
* Carry out any other function deemed necessary by the Lead Planner/or the Head of Service.
KPI’s: As outlined in Objectives
Company Values and Capabilities:
* Energy and Engagement – We have a passion for the business where we embrace change and seek continuous improvement in all that we do.
* Think Customer – We are committed to providing exceptional service by putting customers at the centre of everything we do.
* Winning Team – We develop strong team ethics through integrity and personal development, in an environment of mutual respect, encouragement and recognition.
* Drive for Results – We drive the business focusing on results through technical excellence, quality, efficiency, and sustainability.
Knowledge and Experience:
* Previous experience in a service administration role or similar
* Previous experience in a customer service role
* Excellent interpersonal and communication skills, both verbal and written are required as the role involves close work with other departments.
Attributes Required:
* Excellent customer service skills
* Excellent organisational skills
* Self-confidence
* Flexibility
* Good IT skills
* Ability to work with accuracy and to meet strict deadlines under pressure
Relationships: The position requires close collaboration with several internal and external stakeholders:
* Customers
* Internal staff
* Departmental line managers