About the Role
We are looking for a highly organised and proactive Reactive Customer Service Administrator to join our growing commercial kitchen maintenance team. This is a fast-paced role where no two days are the same. You'll be responsible for managing reactive service requests, booking breakdowns, and ensuring customers receive outstanding service from the moment they report an issue through to completion.
If you're confident on the phone, enjoy problem-solving, and thrive in a busy environment, we'd love to hear from you.
Key Responsibilities
- Answer incoming calls and emails from customers reporting breakdowns and service requests.
- Log and manage jobs using our CRM/service management system.
- Book in reactive breakdowns and ensure engineers have the information they need.
- Chase outstanding jobs, parts, and updates to ensure timely completion.
- Provide regular updates to customers on the progress of their jobs.
- Liaise with engineers, suppliers, and customers to resolve issues efficiently.
- Prioritise urgent breakdowns and ensure they are dealt with promptly.
- Maintain accurate records and keep all job information up to date.
- Monitor open jobs and proactively follow them through to completion.
- Work towards and maintain departmental Key Performance Indicators (KPIs), including response times, job progression, customer communication, and service delivery targets.
- Be aware of service level agreements (SLAs) and ensure jobs are managed in line with customer expectations and company standards.
- Follow up completed works to ensure customer satisfaction.
- Support the service team with general administration and day-to-day operations.
- Deliver a high standard of customer service at every stage of the process.
What We're Looking For
- Excellent communication skills and confidence speaking on the phone.
- Strong customer service experience with a professional and friendly manner.
- Highly organised with the ability to multitask in a busy environment.
- Ability to work under pressure and prioritise competing demands.
- Experience using CRM or job management systems (preferred but not essential).
- Good IT skills, including Microsoft Office and email systems.
- A proactive attitude with the ability to chase jobs and see them through to completion.
- An understanding of working towards KPIs and meeting service performance targets.
- Strong attention to detail and excellent problem-solving skills.
- A positive team player with a willingness to help wherever needed.
Desirable Experience
- Previous experience in a customer service or service administration role.
- Experience within facilities management, engineering, maintenance, or commercial catering equipment industries would be advantageous.
- Experience handling reactive maintenance or breakdown calls is a bonus.
What We Offer
- Full-time, permanent position.
- Competitive salary based on experience.
- Training and development opportunities.
- Supportive and friendly team environment.
- Opportunity to grow within a well-established commercial kitchen services company.
Ideal Candidate
You are organised, proactive, and enjoy working in a fast-paced environment. You take ownership of your workload, communicate confidently with customers and engineers, understand the importance of achieving KPIs and service targets, and are committed to delivering excellent customer service while ensuring jobs are followed through from start to finish.
Pay: £25,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
