Job purpose:
Support the Service Support Manager by managing key customers daily to ensure all works are completed in accordance with set SLA. Proactively build relationships with clients to gain their trust and ensure delivery of the highest levels of service.

Knowledge and Skills:
• Good IT skills essential
• Experience in a customer service environment
• Excellent communication and interpersonal skills
• Knowledge of Joblogic beneficial but not essential
• Experience in a similar role within a maintenance environment

Roles and Responsibilities:
The role is primarily, but not limited to, the following activities:
• First contact for all Key customers therefore must have outstanding customer service skills
• Work closely with engineers and support them to ensure they can deliver the highest levels of service to the client
• Ensure all jobs are attended and completed within the customer SLA’s
• Action remedial quotations from engineers to ensure a prompt and timely revisit to the client is arranged
• Manage the service in box to ensure emails are actioned and replied to within agreed SLA’s
• Ensure all customer portals are updated daily
• Ensure any complaints/escalations are responded to immediately and communicated to line manager to drive performance
• Run reports as per customer and business requirements, to include but not limited to, outstanding jobs, quotes, jobs to be costs, KPI’s
• Cost completed jobs to ensure invoices are raised in correct month
• Attended customer review meetings
• Obtain job sheets following engineer visits. Prepare remedial quotations in a timely manner and send to clients for approval including any relevant reports
• Assist team members as required to ensure department workload is shared during busy periods
• Learn all service team activities in order to cover for absence or help others when required
• Discuss any training requirements that arise relating to your role with the Service Support Manager
• Perform other reasonable tasks when requested that helps the company meet its objectives.

Benefits:
• Incremental holiday entitlement
• Birthday off paid (after probation)
• Charity volunteering days
• BUPA health cover (50% contribution)
• Social events
• Cycle to Work scheme