Role: Customer Progress Administrator
Salary: £29,120 per annum+ benefits package
Location: Tunstall, Stoke-on-Trent
Hours: 08:00 - 16:45 - Monday to Friday
Company Overview
Phoenix Gas Services is a reputable, family-run company dedicated to providing comprehensive heating solutions, including central heating, hot water systems, and renewable energy options. Since 1994, we have built strong relationships with our customers and communities by prioritising quality service, sustainability, and responsible business practices.
Role Purpose
As a Customer Progress Administrator, you will act as the "Area Expert" for our business units. This is a high-energy, pivotal role designed to ensure the seamless delivery of complex repairs and installations. You will be the central link between technical teams, field operatives, and clients, ensuring that every job is handled with the highest level of care.
Key Responsibilities & Deliverables
Work Progression & Resolution
● Area Expertise: Act as the primary administrative point of contact for assigned business units, ensuring all works are managed efficiently from start to finish.
● Material Procurement: Proactively order materials and parts required for complex repairs, ensuring they are available to avoid project delays.
● Technical Liaison: Coordinate closely with technical teams and field operatives to track the status of installations and resolve onsite hurdles.
● Action Accuracy: Ensure all additional works identified by engineers are actioned promptly, accurately, and recorded within the system.
Frontline Query Management
● Client Liaison: Act as the key point of contact for clients, managing expectations and providing professional progress reports.
● Portal Management: Maintain and update various client portals with real-time data and job statuses.
● Documentation: Manage and compile legal packs for service and repair works, ensuring all compliance and certification is accounted for.
● Operational Support: Work alongside the administrative team to monitor and reduce the work order backlog.
Customer Complaints & Standards
● First Point of Contact: Serve as the initial contact for customer complaints, utilising a professional and empathetic approach to de-escalate issues.
● Resolution Ownership: Take responsibility for resolving customer grievances, only escalating to the Operations Team Leader when necessary.
● Service Excellence: Adhere strictly to Phoenix Customer Care standards at all times, ensuring every interaction reflects the company's commitment to the community.
● Data Accuracy: Maintain 100% accuracy in customer contact data to ensure seamless communication and service history tracking.
Key Performance Indicators (KPIs)
● Average Job Duration: Ensuring timely completion of works.
● Order Accuracy: Maintaining a high percentage of orders without errors.
● Backlog Management: Keeping the work order backlog within target levels.
● Customer Satisfaction: Delivering service that reflects our commitment to excellence.
Person Specification
Experience & Qualifications
● Essential: Minimum 1–2 years in a fast-paced administrative role.
● Essential: Proven experience in a customer-facing role, specifically handling complaints or complex queries.
● Desirable: Previous experience within the M&E, Plumbing, or Social Housing sectors.
● Desirable: Experience managing Client Portals and preparing legal documentation/packs.
Core Competencies
● Essential: Proficient in Software Packages (preferably Google sheets, worksheets)
● Essential: High level of literacy and numeracy for accurate material ordering and data entry.
● Desirable: Working knowledge of Propeller, DRS, or Priceworx software.
● Desirable: Understanding of M&E terminology (Renewables, Boilers, Electrical systems).
Personal Attributes
● Customer-Centric: A deep-rooted commitment to maintaining Phoenix Customer Care standards.
● Resilient: Thrives in a high-pressure, results-driven environment.
● Detail-Oriented: Obsessive about accuracy, particularly regarding material orders and data.
● Proactive: Able to anticipate "next steps" to prevent job delays or backlogs.
● Team Player: Willingness to support the wider admin team during peak periods.
Pay: £29,120.00 per year
Benefits:
- Company events
- Company pension
- Financial planning services
- Free parking
- Private medical insurance
Work Location: In person
