Job objectives and responsibilities
* Build and maintain effective professional customer relationships and communications.
* Help manage customer service delivery and communications as part of the service department.
* Communication and liaison with the service team, engineering team, projects team, subcontractors, and equipment suppliers.
* Updating relevant customer records on system database
* Ensure that the client is fully updated at all times via relevant portals in relation to where we are with every service job.
* Costing all jobs efficiently to avoid financial issues.
* All admin duties completed within timely manner.
* Respond to any client queries relating to job updates.
* Ad-hoc duties assisting with service desk, small works admin as and when required.
Main duties
* Processing and maintaining customer records.
* Compliance, ensuring all certificates/documentation from engineers/subcontractors are completed correctly and are legible
* Costing all jobs completed by engineers/subcontractors from previous days.
* Ensure the relevant PO's are in place whilst costing dockets and spend levels have not been exceeded
* Utilising correct SOR's for specified customers
* Uploading certificates and updates on web portals or via email
* Checking and ensuring all certificates are to standards that are acceptable.
* Reading all job notes to ensure the job is fully completed before costing.
* Updating any asset spreadsheet/documentation where required
* Obtaining relevant uplifts for purchase orders to avoid any invoice queries.
* Dealing with any financial queries to avoid invoice queries.
* Liaising between internal departments to resolve any customer issues.
* Distributing follow-on calls from engineer's PDA's to relevant teams/schedulers.
* Update Systems application with customer information, logging calls - ensuring all information is present and correct to assist others in the department.
* Obtain purchase orders for remedial works carried out.
* Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop customer objectives
* Excellent attention to detail
* Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager.
Person Specification
* Excellent customer relationship skills with professional telephone manner
* Team player who is capable of working autonomously in supporting service team and customer queries
* Advanced communication and organisational abilities
* Familiar with Microsoft applications, preferably advanced
* Commercially astute, used to a contract operating environment with SLA's and KPI's
* Enthusiasm in a growing and customer focused environment
Passion for exception customer service delivery
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