Location: Shrivenham
Salary: Up to £28k depending on experience
Working Hours: 8.30-5.30pm
Contract type: Permanent

Key Purpose:

• Contribute to Vermtek objectives through delivery of great customer service, with the ability to meet the changing needs of customers, suppliers and internal departments.
• Provide efficient and professional customer service support through management of the Vermtek bespoke PestPortal facility
• Reports to Vermtek Service Director

Responsibilities:

• Maintain the integrity of Vermtek and Mission’s PestPortal System
• Assist in management of Service Desk In Box (Vermtek and Mission)
• Prioritise and process customer job requests/call outs, submitted by telephone or email to ensure they are completed on time
• Maintain regular communications with customers and suppliers in regard to progress of jobs and any delays/issues
• Troubleshoot problems and advise on appropriate action.
• Work closely with Vermtek/Mission local technicians to schedule and prioritise daily/weekly workload
• Communicate with customers and suppliers effectively and in a timely manner by email and telephone
• Ensure service delivery efficiently and effectively, in line with the client SLA and KPI’s
• Interact with the client Service/Help Desk systems and allocate job requests/tasks to the relevant team
• Closing of jobs on completion and assisting with costing where required
• Ensuring that the client Service/Help Desk systems are kept up to date with accurate information
• Identify and escalate situations requiring urgent attention and escalate customer queries/complaints in a timely manner
• Refer opportunities, e.g. new business, to relevant parties if the customer has expressed interest
• Assist with the Quote Process and costings
• Adhere to Vermtek policies as per the Vermtek Quality and Environmental Management Systems
• Adhere to Health and Safety Act (1974) and to Vermtek Health and Safety policies and procedures
• Report near missies and accidents.
• Undertake relevant training, e.g. Killgerm training

Knowledge, Skills and Experience:

• Minimum of 12 months customer service/administrative experience – essential
• Knowledge/understanding of general office practices - essential
• PC literate: MS Office including Outlook, Word, Excel – essential
• Clear verbal and written communication skills
• Maintain accurate records and customer files
• Knowledge of pest control sector or similar environment – desirable but not essential

Person Specification:

• Ability to work independently, in a fast-paced environment
• Calm under pressure and able to balance conflicting priorities and demands of customers and colleagues
• Attention to detail
• A successful team member with the ability to work cooperatively with customers and suppliers
• Positive approach and a can-do attitude
• Punctuality and effective time management skills
• Confident communication skills, especially on the telephone
• Ability to learn quickly
• Ability to handle confidential information professionally

Essential qualifications:

• Good level of general education with GCSEs (A-C) or equivalent in English and Mathematics
• UK Driving License (desirable)

Additional requirements:

• We ask that employees are flexible and willing to undertake any task that they are asked to perform which is relevant to Vermtek’s business objectives and is within the competence and ability of the employee.
• There may be a requirement to use Vermtek provided vehicles on behalf of the business either as a driver or passenger.

REF-218 380