Job Summary
To work collaboratively as part of a dynamic and fast-paced department, serving as the central point of contact for internal and external customer service.This role ensures the seamless operation of business activities by delivering high quality administrative support, maintaining a client focused approach, and demonstrating confidence in decision making and advisory responsibilities.Additionally, the role provides financial support to enhance operational efficiency, while ensuring compliance with all systems, policies and regulatory requirements.
Main Duties and Responsibilities
* Maintain a professional relationship with clients, contractors, and colleagues.
* Work as part of the team responsible for receiving all incoming calls and face-to-face callers to the office, always providing a professional and polite response.
* Deal with enquiries, by identifying customer/client needs, providing advice and information, interrogating the CRM systems as necessary, and directing calls and queries where required.
* Accurately input referrals for services onto the CRM systems
* Allocate client referrals and jobs as required
* Liaise with the Customer Service Manager
* Upholding Contractor relationships
* Use CRM Systems to raise jobs for contractors, liaising with the referrer and contractors and keeping the client informed.
* Take responsibility for the monitoring and the coordination of open cases through all stages.
* Involvement in contacting and assessing clients requiring various services, processing payments and refunds when necessary; and liaising with relevant contractors for quotes.
* Support Teams by inputting queries and data into the CRM System
* Provide general administrative support when required.
* Monitor and respond to enquiries and referrals received through several email addresses in a timely manner.
* Reception Duties
* Support Client feedback process
* Involvement in the organisation and delivery of the bi-yearly Client Forum.
* Support and embrace the continuous development and improvement of administrative processes and systems.
* Participate in all available training for CRM and telephone systems to ensure that best results are always achieved.
* Attend all meetings relevant to role, as well as staff meetings and departmental meetings and take minutes as required.
* Support cross skilling programmes
Job Type: Full-time
Pay: £25,012.00 per year
Benefits:
* Company pension
* Flexitime
* On-site parking
* Work from home
Work Location: Hybrid remote in Leeds LS8 4HT