We are a thriving and progressive business, based in Hertfordshire who are now in the market for a Customer Services Administrator / Scheduler to join a busy and industrious team. The role is very varied and interesting the sucecsfsul candidate will have extensive client interaction both over the telephone and by email. The role will involve the following duties. To respond to clients requests for various services and support, and company internal requests for services and support, to a high standard every time. Deliver service to clients in a friendly, welcoming and courteous manner to clients at all times with the aim of customer satisfaction and long-term customer retention. Promote company products and services wherever possible, building strong client relationships that will aid delivery of company targets, growth with increased sales revenue and profits. Dimensions of the role. External clients: Front line contact with all new and existing clients Internal clients: Services, Sales, Finance, SOP, Logistics, Management Contractors: 3 rd party contractors, suppliers Working hours are 37.5 hours per week but exact working hours will vary between members of the Client. (There is no hybrid option on this position.) Key Responsibilties Client inbound telephone calls to provide a high standard of customer service to meet client expectations, deadlines and company service delivery targets. Handling of client queries and requests. Build client relationships, resulting in customer satisfaction and retention. Process client requests for service and consumables. Manage Field Service workloads and planning to meet and exceed client service levels (SLAs) and deadlines. Use of company automated software for the collection of client data and information regarding meterage and technical information. Assistance with client billing including meterage, ad-hoc, time and materials, and minimum charges. Implementation of any new charging processes for efficient billing. Processing and production of client performance and service level reporting. Occasional (accompanied) client visits. Assist with implementation and usage of new technology, software, applications and systems to improve client services efficiency. Participation in various projects as required to help meet company targets and deadlines.Consider all measures to manage company costs effectively and work within and adhere to company targets in line with budgets. Assist with the effective management of stock levels, spares, consumables and materials ensuring all company processes and procedures are met. Support and implement Company initiatives and projects within Client Services to ensure Company success. Ensure all reporting processes are in place and best practice is followed and developed. We would like to attract the following candidates. A-level calibre and above, or relevant industry experience Good understanding of Customer Service and Client Relations Excellent communication skills at all levels Participation in projects for improved efficiency and initiatives Understanding of service levels and service delivery to clients IT skills with company ERP systems for processing, logging requests Proficient IT skills e.g. MS Office and other applications Ability to successfully follow process and deliver required results The successful candidate will have the following core competencies and experience Customer Focus Willingness to Take Responsibility Effective Communication Relationship Building Teamwork & Collaboration Engagement & Organisational Commitment Getting Results Ability to Solve Problems Continuous Improvement & Flexibility / Adaptability Planning & Organising Business Awareness & Commercial Approach Decision Making Dealing with and Managing Change 6. COMMUNICATIONS AND WORKING RELATIONSHIPS: Internal Reports to Client Services Manager. Building an excellent working relationship with all of the Field Service team. Communicate with all colleagues to ensure sharing of information and best practice. Liaise with Administration, Finance and the MSEC department to ensure company procedures are adhered to, minimising any business risks. Relationship with key contacts and clients to ensure customer satisfaction levels are maintained. Ongoing Scope. Role acts as an important interface with our clients, responding to client requests for company services in line with service level agreements. Further acts as part of the escalation procedure for any customer problems and complaints. The role holder operates at both external and internal level within Client Services with the aim of continually improving service offerings and company performance. Activity will also be required with improved Company process, procedures and Company initiatives such as projects and new initiatives for increased efficiency. Delivery on customer satisfaction, service levels (SLAs) and work with the Sales and Account Management team focusing on customer retention. We offer an unrivalled package of employee benefits which include a generous holiday entitlement, company pension, healthcare services, free parking and much more !