Customer Service Administrator

Job Description

Role: Customer Service AdministratorSalary: £22,000- £24,000Location: Uxbridge (West London)Hours of work: 40 hours per week (Monday- Friday)About the role:As a Customer Service Administrator, you will be a key member of the front desk team. You will be responsible for timely support to both internal and external customers- ensuring expectations are met or exceeded. As a key team member, you will have the responsibilityof ensuring relevant requests are dealt with, logged, and proactively monitored.Responsibilities:

• Be the first point of contact to support customers. Ensure all reported service delivery issues raised are logged and fully managed and dealt with in a timely and effective manner, keeping the customer updated as required.
• Daily review & updating of service requests through our dedicated service desk system as well as customer owned systems.
• Ensure that all client operational issues raised are passed to the appropriate person as soon as possible and that a response is sent to the client within the golden hour of a request being received.
• Management of work bills for additional customer works and ensuring that any additional employee hours are passed to payroll for payment, in the relevant payroll processing month. Ensure details are submitted to finance department for billing purposes.
• Monitor, review, and implement relevant processes and procedures, as required.
• Support operational departments managing their purchase order process.
• Create & prepare site documents in conjunction with relevant departments. Ensure they are in place and in accordance with business needs and applicable legislation
• Provide operational administrative support on key tasks, such as the preparation & sending of quotes/ contracts to clients.
• Prepare and produce monthly reports, analysing data and providing insight and commentary, as required.
• Liaise with the relevant departments to ensure that internal detailed costs analysis sheets are maintained and up to date.
• Ensure that the operations teams quality monitoring reports are collated as scheduled and logged.
• Assist with general daily office duties such as, dealing with incoming & outgoing post, managing stationary, office stock ordering, etc.
• Ensure that assigned key accounts are managed in accordance with the agreed service levels, with a focus on maximising costs and creating a great customer experience
• Attend client meetings.
• Assist with the co-ordinating and minute taking of meetings.
• Comply with any reasonable requests made by management.

• Proven experience working in an administrative customer service department, preferably in a busy service-oriented industry such as facilities management, hospitality, or retail.
• Be an excellent communicator, both written and verbal, with the ability to confidently and credibly engage with clients, colleagues and other external partners.
• Confident working with CRM systems. Skilled in IT softwares such as; Microsoft Office suite, Outlook, Word, Excel, and Sharepoint.
• Proven record of being responsive and innovative.
• Self-motivated with the ability to work independently and as part of a team.
• Be flexible & capable to take ownership of queries, resulting to a resolution.
• Excellent time management skills.
• Highly organised, with the ability to prioritise and manage multiple tasks simultaneously and meet deadlines.
• Strong attention to detail and a high level of focus to exceed client expectations.
• Positive and enthusiastic.
• Meeting company core values by keeping professional through internal & external relationships.