Customer Service Administrator

Job Description

AQUATOTS HEAD OFFICE - Brighton Road, Croydon Aquatots is the largest independent child swimming company in the UK and having been leading the industry since 1997 and continues to grow and expand our pool locations, where we swim between 4000 to 5000 babies and toddlers each week. One of the main reasonsfor our ongoing success, is the professionalism and passion each of our staff members demonstrate in the workplace.A wonderful opportunity to join our busy, friendly, focussed and capable team, has arisen for a customer services administrator. The position is working on-site at our head office, based in South Croydon and will be a maternity cover contract.We would like someone to be avaliable to start in January 2024 (possibly sooner) and be avaliable until February 2025.Working within a small team environment, this is a fast-paced role which would suit someone with office based customer service / call centre experience.Here at Aquatots, we are very passionate about providing best in class customer experience, both on site at our pools and within our office team.We use Microsoft Office Products, Excel, word, outlook, power point, and an in-house database, on a daily basis, to record customer and course information. You will need to be competent working with these systems before and be able to pick up new systemsquickly.You will be rewarded with a fulfilling and interesting role where the team truly care about their customers and fellow staff. You’ll get to support a wonderful team of swim teachers who are always happy to help and go the extra mile both for their swimmersand to support you too.Daily Duties

• Handling a high volume of customer calls on a daily basis
• Use of excel spreadsheets and database to identify most appropriate course for our customers
• Highlight the benefits of the relevant course and ensure that special offers such as group discounts and recommend a friend offers and promoted to maximise potential course sales
• To become knowledgeable and stay up to date with additional products and accessories and be able to answer customer questions and make appropriate recommendations
• Process customer courses and product orders quickly and efficiently through our in-house database
• Update all course information onto excel spreadsheets, ensuring these are error free
• Support our teaching team of around 60 people, at 60 locations, with course and product enquiries
• Send emails, customer booking confirmations and other information using in house database and outlook
• Administration including adding invoices to our accounting database
• Deal with any customer complaints in a friendly and efficient way, identifying the issue and acting to resolve to a high standard
• Working on multiple tasks within tight deadlines and being responsive to unplanned situations
• At certain times during our terms to be able to work under pressure and possibly able to be flexible on hours worked during busy periods

Person Specification

• Excellent communication skills both verbal and written
• Experience of working within an office-based customer services environment
• Strong experience and knowledge of computer packages including word, excel, outlook
• Quick to pick up on new computer packages, we use an in-house customer database and point of sale system
• Enjoy working within a small team environment
• Able to work under pressure and within an environment where priorities will change continually throughout the day
• Based locally to Croydon
• Happy to work a team rota on Saturdays - once fully trained

Hours & Pay

• Monday to Friday 9.15 - 17.15
• 1 Saturday in every 2 weeks 8.30 - 3.00
• Up to £24,000 inc bonuses

Keyskills :
AdministrativeCall CentreCallsCommunication SkillsCustomer ExperienceMicrosoft ExcelMicrosoft Word