Installation Administrator

Job Description

Installation AdministratorFrome, BA11Competitive salary + benefitsPermaframe Home Improvements are a leading installer of conservatories, orangeries, double glazing windows, living spaces and doors throughout Somerset. At Permaframe Home Improvements, our focus is to deliver an exceptional service to our customers. Tosupport our ongoing business growth, we are looking for an Installation Administrator. This role will be working from our Offices at Southgate Commerce Park, Frome, BA11 2RY.Supporting the Installation Managers, your primary role will be the point of contact for customers throughout their Permaframe Home Improvements Journey. You will engage with customers either by telephone or electronically during the installation periodand resolve issues they experience.You will assist in organising the Fitters and tradesmen installation diaries, office administration, KPI reporting and any other duties that enhance the customer experience. Working with other departments, you will be expected to promote the delivery ofa high-quality service to all customers.This is a great opportunity to work for a high profile, top-quality, forward-thinking business, offering opportunities to progress, with competitive salary, pension scheme, free parking, and refreshments.Role responsibilities are:Service Delivery

• To be responsible for liaising with all relevant departments to resolve the customer queries, including liaising with external suppliers and internal departments to identify resolution of customer problems.
• To deal with trade personnel, both employed trade and sub-contractor trade queries.
• To develop and maintain excellent working relationships with internal and external stakeholders, including customers and suppliers.
• To be responsible for the escalation of complex customer service/installation problems and complaints to the Installation Manager.
• To support your team to assist with resolving customer issues as and when required.
• To respond to email and telephone communication in a timely and efficient manner.
• To ensure that your product knowledge is up to date, and you can offer customer advice to the resolution of their queries.
• To work in accordance with the GGF guidelines when providing advice and support in relation to glass issues.
• To obtain and evaluate all relevant information to handle product and service inquiries in accordance with the company guidelines.
• To be responsible for communicating on a regular basis with customers to ensure they are happy with the service and are kept up to date with any on-going customer service problems.
• To undertake general scanning and filing duties.

Planning

• To update relevant departments of any delays to delivery dates.
• To maintain and update any relevant spreadsheets of information.
• To produce timely and accurate reports as requested.
• Work with relevant managers to agree and maintain appropriate stock levels for parts.
• To liaise effectively and proactively with other departments as necessary to plan and meet the supply of parts and resolve any issues raised.

Quality

• To work with the Installation Manager and Head of Operations to collate data from both internal and external sources to provide evidence of quality issues and costs.
• To maintain professional and technical knowledge by attending training opportunities.
• To maintain quality services by establishing and enforcing organisational standards.
• To respond and resolve customer issues in a timely and effective manner.
• To work in accordance with health and safety regulations and ensuring the health and safety of all staff. Reporting near misses and RIDDOR.
• Any other reasonable duty that may be assigned.
• To comply with Permaframe Home Improvements Quality Policy and objectives in every aspect of own work.

Skills, Knowledge, and experience

• Knowledge of the home improvement industry would be advantageous; however, full training will be provided.
• Previous experience of customer service and the ability to provide timely and effective responses to the customers complaint.
• Good customer service skills with the ability to apply a calm and polite approach when dealing with dissatisfied customers.
• Excellent attention to detail, with the ability to work in an organised and methodical manner.
• Excellent planning and organisational skills.
• The ability to demonstrate effective time management and prioritise tasks.
• Excellent communication skills with the ability to communicate with both internal and external stakeholders.
• A strong understanding of customer service with the ability to ensure an excellent level of customer service is provided and customer expectations are exceeded, maintaining excellent customer relations.
• The ability to use own initiative when identifying the appropriate course of action in resolving a customer complaint, ensuring a logical though process is applied.
• A good working knowledge of Microsoft packages with previous experience of working on excel and the ability to type accurately with good attention to detail.
• Excellent communication skills with the ability to develop good working relationships w