Job purpose:
Working with the Key Account Managers by providing support daily with all administrative tasks associated with the department.

Knowledge and Skills:
• Good IT skills essential
• Experience in a customer service environment
• Excellent communication and interpersonal skills

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
• Answering phones and redirecting calls or taking messages as required
• Work closely with Account Managers and support them to ensure they can deliver the highest levels of service to the client
• Manage the service in box to ensure emails are actioned and replied to within agreed SLA’s
• Ensure all customer portals are updated daily
• Chase any parts required for jobs
• Calling and confirming clients scheduled appointments with sites
• Ensure any complaints/escalations are communicated to line manager to drive performance
• Run reports as per business requirements
• Obtain job sheets following engineer visits
• Assist team members as required to ensure department workload is shared during busy periods
• Learn service team activities in order to support in cases of absence or help others when required
• Discuss any training requirements that arise relating to your role with your manager
• Perform other reasonable tasks when requested that helps the company meet its objectives

Employee Benefits:
• Incremental holiday
• Birthday off after completion of probation period
• Two charity days
• Supporting local charities - golf day, Race For Life, Christmas foodbank
• Cycle to work scheme
• Team lunches and social events
• Christmas party
• Recognition schemes
• Death in service benefit
• BUPA health insurance (50% contribution)
• Long service awards

Working Hours:
Shifts are predominantly Monday to Friday, 8:30am-5:00pm, however the successful candidate may be required to work 11:30am-8:00pm on a rota basis.

Annual Leave and Office Closures:
4 weeks holiday, plus bank holidays. After 2 years’ service, you will receive 1 additional day’s holiday per year, capped at 25 days annual leave.

The office is closed between Christmas and New Year, but you may be expected to work remotely in shift patterns with other members of the team, to support our client base.