Job objectives and responsibilities
- Build and maintain effective professional customer relationships and communications.
- Help manage customer service delivery and communications as part of the service department.
- Communication and liaison with the service team, engineering team, projects team, subcontractors, and equipment suppliers.
- Updating relevant customer records on system database
- To ensure that the client is fully updated at all times via relevant portals in relation to where we are with every service job.
- Costing all jobs efficiently to avoid financial issues.
- All admin duties completed within timely manner.
- Respond to any client queries relating to job updates.
- Adhoc duties assisting with service desk, small works admin as and when required.
Main duties
- Processing and maintaining customer records.
- Compliance, ensuring all certificates/documentation from engineers/subcontractors are completed correctly and are legible
- Costing all jobs completed by engineers/subcontractors from previous days.
- Ensure the relevant PO's are in place whilst costing dockets and spend levels have not been exceeded
- Utilising correct SOR's for specified customers
- Uploading certificates and updates on web portals or via email
- Checking and ensuring all certificates are to standards that are acceptable.
- Reading all job notes to ensure the job is fully completed before costing.
- Updating any asset spreadsheet/documentation where required
- Obtaining relevant uplifts for purchase orders to avoid any invoice queries.
- Dealing with any financial queries to avoid invoice queries.
- Liaising between internal departments to resolve any customer issues.
- Distributing follow-on calls from engineer's PDA's to relevant teams/schedulers.
- Update Systems application with customer information, logging calls – ensuring all information is present and correct to assist others in the department.
- Obtain purchase orders for remedial works carried out.
- Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop customer objectives
- Excellent attention to detail
- Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager.
Carry out any other duties as requested by Management.
Person Specification
- Excellent customer relationship skills with professional telephone manner
- Team player who is capable of working autonomously in supporting service team and customer queries
- Advanced communication and organisational abilities
- Familiar with Microsoft applications, preferably advanced
- Commercially astute, used to a contract operating environment with SLA's and KPI's
- Enthusiasm in a growing and customer focused environment
Passion for exception customer service delivery
