A Customer Service Administrator reports directly to the maintenance manager and is responsible for handling administrative tasks, managing communications with clients, always ensuring a smooth best of class service in accordance with client SLA’s, NSI, Company Vision, Values and KPI’s.
Key Responsibilities
*Handling inbound calls and emails from contract clients, prospecting with client requests
in a timely and professional manner, logging & allocating to appropriate team member.
*Providing lunchtime and holiday cover for Reception
*Maintain and update customer records in the company’s CRM system
*Utilise company CRM System to make notes of all telephone calls received and made, adding notes to enquiries/sites from customer discussions
*Ensure client maintenance folders are up to date, drawings, specifications
*Ensure Client Keyholders are up to date on company CRM and with Alarm receiving centre (EMCS)
*Carry out Customer Satisfaction surveys with contract clients and report to maintenance manager.
*Produce Weekly Reports on Sales Analysis, job bookings, invoicing and jobs un-allocated for weekly meeting with Maintenance Manager
*Programming Out of Hours Engineer Call Out Rota’s
*Daily Alarm monitoring False Alarm Analysis
*Provide administrative support to Maintenance Team Members
*Job booking and rescheduling on company’s FSM (CASH)
*Documentation and compliance paperwork (Example: Updating Emergency Lighting Asset Registers after each visit Monthly, 6M or 12M)
*Invoice processing for Maintenance Account/Portfolio Manager
Skills and Qualifications
*Excellent communication and interpersonal skills
*Strong organizational and multitasking abilities
*Proficiency in Microsoft Office and CRM software
*Attention to detail and problem-solving mindset
*Ability to work well under pressure and meet deadlines
*Prior experience in customer service or administrative support is preferred, however not essential as full training will be provided
Career Path
Customer Service Administrators can advance to roles such as:
*Customer Service Supervisor
*Account Coordinator
*Operations Administrator
*Client Account/ Portfolio Manager
About Darke & Taylor – "Connected Excellence"
D&T has been operating from its Oxfordshire base for over 60 years, providing unbroken service to its clients. In a recent award ceremony, we were described as "an old-fashioned family firm but with modern values" which we feel reflects our dedication to both our staff and our customers, combined with a progressive and innovative way of working.
A large percentage of our staff and directors have come up through the ranks, via our award-winning apprenticeship scheme, and we consider that our commitment to training and career development is second to none.
Does this sound like the right sort of career for you?