Kenna Recruitment has a new, exciting opportunity for an experienced Customer Service Administrator to join one of the UK's Leading Housebuilder in their stunning Head Office in Milton Keynes.
Job summary/Purpose
The Customer Service Administrator is responsible for supporting the Customer Service team with any administrative duties related to the resolution of customer issues, tasks and complaints once customers have moved into their new home. This includes (but not exclusively) the logging of information onto Dynamics, raising of supporting paperwork to enable the processing of invoices and contra-charges, processing of cheque requests, allocation of works to Customer Support Operatives, suppliers or subcontractors and the ordering and chasing of materials.
The Customer Service Administrator should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.
PLEASE NOTE: This is a full time, office based role.
Primary Responsibilities
Demonstrates role model customer behaviour
* Acts as an inspiring role model across the team in the delivery of great customer service
* Always demonstrates positive behaviour when discussing or interacting with customers, subcontractors or suppliers
* Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone
Achievement of business objectives and priorities
* Works independently to complete all work within the required SLA timeframe
* Allocates emails from the CS inbox to the appropriate person within the Customer Service team
* Works in an organised and well-planned manner, to correctly allocate works to Customer Support Operatives, suppliers or subcontractors so that issues and tasks are resolved within SLA timeframes
* Orders and chases materials so that issues and tasks are resolved within SLA timeframes
* Logs all relevant information onto Dynamics in a timely manner
* Produce and issue relevant reports in a timely manner to support the resolution of issues, tasks and complaints
* Raises accurate and timely paperwork to enable the processing of invoices, contra-charges and cheque requests
* Builds relationships with other functions and works collaboratively with them to resolve issues, tasks and complaints within SLA timeframes
* Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provides feedback where appropriate to ensure continuous improvement of their service offering
Experience required
* Strong interpersonal and relationship building skills
* Proven ability to work collaboratively
* Proven ability to work independently, prioritise work and take initiative to find solutions to problems
* Proven ability to remain calm, measured and resilient in challenging situations
* Previous experience of working in a fast-paced Customer Service team