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Customer Support Administrator

Lilium Direct Ltd
Job LocationDartford
EducationNot Mentioned
Salary£22,000 - £25,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

We are currently seeking an enthusiastic and conscientious Customer Support Area Administrator/Assistant to join our friendly customer service driven team in Dartford.Job Title: Customer Support AdministratorPosition: 12 month contract (Maternity Cover)Working Hours: 37.5 hours per weekReporting to: Head of SupportSalary: £22,000 - £25,000.00 per annum + Benefits (listed below)Our Company We are a physical security solution provider, offering protection for organisations and businesses for over 30 years. We are the UK’s leading designer, manufacturer, and installer of bespoke physical security products, operating in a niche market and a key supplier to blue chip customers in the Banking Industry, Petrol Retailers, Police Forces, the Post Office and several Public Sector clients including Local Authorities, Several Police Forces and the NHS.What we are looking for! The ideal candidate should have some previous office experience that includes regular telephone contact and the use of computer packages. In addition, excellent customer service skills and interpersonal skills, coupled with strong analytical and problem solving abilities are key, as there will be regular and ongoing contact with both external and internal customers. This includes supporting and organising teams of remote Technicians.You will be responsible for:Functions

  • Daily Labour Control
  • Branch/Customer Liaison
  • Job Update
  • Service Technician Diary
    • Objectives
  • To provide first-line support to Customer Support Supervisor, assisting in all aspects of call logging / assigning calls / Job Scheduling Board update / additional job requirements.
  • To ensure all work is updated correctly from call logging to call completion. To check relevant paperwork is returned on job completion.
  • To assist in all areas of operations as and when required, adopting a proactive attitude to resolving queries and problems whether office or field based.
    • Tasks
  • Receive telephone calls/facsimile transmissions and e-mails from both customer staff directly and Facility Management Helpdesks relating to reactive call-out work. To solve problems by telephone, where possible, or allocate technicians and schedule site visits as appropriate in accordance with our contractual obligations.
  • To assist Customer Support Supervisor in telephone booking of adequate numbers (variable average number - released monthly) of planned maintenance visits each week to ensure that the company complies with its monthly service target.
  • Provide telephone diagnosis of problems on site and resolve wherever possible thereby reducing the number of calls requiring site visit by service technicians.
  • Ensure always logged into Customer Support Telephone Helpline and to accurately, and promptly log all client call out requests onto the EFACS System.
  • Monitor response times to all logged calls escalating priority status as necessary within default response time bands by rescheduling technician’s appointments to suit.
  • Monitor the receipt of timesheets, service reports and any other associated technician administrative details (expenses, fuel receipts etc.).Ensure paperwork is passed to the relevant individual.
  • To assist with emailing, or printing, any Technician paperwork, technical data or correspondence such as electronic parking receipts.
  • Monitor the accuracy of EFACS System Database details and report any deficiencies to the Customer Support Supervisor for rectification.
  • Compile and distribute service documentation to field staff as required.
  • Assist with the filing and distribution of all incoming Customer Support documentation.
  • Assist in the monitoring of technician van stock levels and the frequency of re-issue of stock to technicians from Dartford main stores.
  • Relay call status information to customer helpdesks, as requested, and take action as required.
  • Possible participation in the department working hours shift pattern ensuring office cover between 08:00 and 18:00.
    • General
  • Other ad hoc tasks as defined by the Head of Support or Directors.
    • Skills, Education & Qualifications
  • Grade A-C in English Language/Literature
  • Excellent customer service skills
  • The ability to handle and resolve difficult situations
  • Intermediate-Advanced IT skills
  • Excellent administration skills
  • An eye for detail and accuracy
  • Excellent communication skills
    • Desirable:
  • Previous experience in a Customer Service led environment
  • Previous experience in diary management/scheduling
  • An understanding of Service Contracts and provisions
  • The ability to communicate at all levels
  • Level 2 NVQ Certificate/Diploma in Customer Service or similar
    • Values
  • We are all accountable. We take personal accountability for our actions and focus on finding solutions to achieve desired results both individually and as a team.
  • Collaboration, we work together to develop our people and to best serve our customers individual needs.
  • Overall we believe communication is an integral part of a successful business. By sharing both information and knowledge we are able to focus on constant improvements as individuals and as an organisation
  • Customer Commitment is at the forefront of our business activities, we seek to add value for our customers through tailored solutions and support
    • Salary & Benefits
  • Up to £22,000 -25,000.00 per annum (experience dependent)
  • 22 days holiday rising in line with service
  • Auto Enrolment Pension Scheme
  • Salary Sacrifice benefits – Bike to Work
  • Private Healthcare (after 12 months’ service)
  • Employee Recognition Scheme
    • Equal opportunities We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, wheth Required skills
  • admin
  • customer support
  • customer service
  • administration
  • telephone

    • Keyskills :
    admin customer suppt customer service administration telephone

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