Supporting Service Manager on delivering excellent customer service. To conduct the transactional side of the business, with detailed interaction with internal systems to log and progress work through the system, provide reporting and first line query resolution.
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Generation of quotations for existing clients in a timely manner.
- Primary point of contact for issue resolution, escalating to Service Manager where applicable.
- Support Service Manager in contract profitability by ensuring all fees for created jobs have been added correctly.
- Invoice preparation completed in a timely manner and presented to Service Manager for Approval.
- Receive and action service requests from customer completed in a timely manner with delays communicated to client.
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Ensuring client reporting is in line with sow requirements, data sense checked to ensure correct detail is being shared.
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Responsibility for total Stock holding for all allocated accounts, ensuring that stock is managed in line with customer expectations and that stock is within sla timescales whilst in each area of the business.
- Support Senior Service Manager/Service Manager by completing any reasonable work request.
- Manage discrepancies – Investigating fully before releasing.
- Schedule workload through operations, stock and parcel allocation
- Generating redeployment orders
- Communicate to relevant internal departments to ensure issues are avoided.
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Achieves goals set in annual employee performance review. (Employee Performance Review)
- Being efficient in Service requests to ensure no escalations around delay in response to queries/quotes etc.
- Being efficient in Service reporting to ensure no escalations around incorrect / or delayed reporting.
- Stock management being managed efficiently and timely, so all stock is moving.
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Ability to multitask a wide range of tasks over many customers (Essential)
- An organised approach to ensure all tasks required are completed in a timely manner. (Essential)
- Capable of working on various I.T platforms with Good Excel skills (Essential)
- Experience/Confidence in dealing with customers and managing queries in a professional and polite manner (Essential)
- A team player with the ability to work with others to achieve the end goal (Essential)
- Keen eye for detail in particular ensuring correct fees and data is correct (Essential)
- Experience in System Stock Management (preferred but not essential)
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Putting customers first: we work hard to get to know our customers, understand their needs and out them at the heart of everything we do. This lets us use our skills and experience to help them in the right way at the right time.
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Keeping promises: we’re straightforward, open and honest in all of or dealings. We’re pragmatic and do our very best to keep our promises. When that’s difficult, we help our customers find other ways to solve their problems.
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Understanding people matter: we’re committed to being diverse and inclusive. We build supportive, rewarding relationships and celebrate success. We’re proud of the people we work with, and we treat people as we expect them to treat us.
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Considering the long term: we’re building a sustainable and efficient business for the long term. This leads our decisions and actions and helps people trust us.
