Do you have an excellent telephone manner? Are you able to multitask is a busy environment? Do you have great admin skills? If so, then this is the job for you! Our client are looking for a strong customer service administrator where you'll spend your time on the phone and ensuring systems are up to date!
Benefits
Monday to Friday working – we cover shifts of 8am to 5pm and it's a 37.5 hour week!
No late nights or weekends.
28 days holiday (including Bank holidays).
Additional 1 days’ annual leave for each year worked.
Christmas ‘shut down’ – usually from 24th December – 2nd January.
Work from home up to 2-3 days per week. (after probation).
A ‘Love to Shop’ voucher on your Birthday every year.
Free on-site parking / fully paid nearby parking when office based.
All IT equipment provided and the tools to do the job.
Regular training, coaching and career development planning.
Private pension contributions.
Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
Annual salary review.
Annual profit-related bonus scheme.
This role will involve regular communication, both electronically and verbally, with our clients representatives, who are working out on the field, to ensure the most appropriate course of action is taken, with considerations always given to customer needs, vulnerability and any safety matters. There will also be a need to liaise with Clients and internal colleagues to meet the needs of all concerned.
Responsibilities
Allocating and Planning visits in line with client SLAs and company processes. This will include dealing with the account referral and new business load on some occasions.
Organising and/or the printing of lettering and visit packs, and the despatch of lettering and visit packs.
Pro-active and Reactive telephone calls / emails to organise and manage site visits.
Updating the system so all planned visits are recorded to allow for clear visibility of account status.
Offering assistance and support to Agents when completing their visits.
Liaise with Clients as needed to resolve and complete individual accounts correctly.
Highlight and fully record any vulnerability found when dealing with an account.
Highlight and fully record any safety issue or concern found when dealing with an account.
Update and/or result accurately fully detailed reports on each account when any visit activity has taken place.
Update the system with appointment dates and times agreed with a customer, along with any specific request in relation to a visit or any other feedback given.
Pro-actively follow up on any planned action at account level to ensure work was completed as planned.
Result accounts on the system with a high level of accuracy so the Client is able to complete any follow up action as necessary.
Quality checking returned visit reports to ensure the standard of the visit is acceptable, and that the visit has been conducted in line with requirements. Arranging any subsequent revisit needed.
Production and issue of client returns reporting.
Perform various activities in relation to agent’s holdings and any overdue accounts. This will include generating reports, communicating with agents, providing updates, distributing reports as needed, liaising with clients as necessary and sourcing alternative cover for the visit if required.
Highlighting any performance related matter to the management team, including any suggestions for agent re-training or audit requirements.
Daily management of various email inbox relating to agents and visits.
Completion of job cancellations in a timely manner and in line with business and Client processes.
You will need to be able to use Microsoft Excel to an intermediate level and have a great telephone manner. You must also have no unspent convictions and no outstanding CCJ's