Customer Services Administrator

Location: Baughurst, Hampshire

Hours: 37.5 hours per week

Reporting to: Customer Services Manager

Personal Qualities

  • Ability to work on own initiative as well as under instruction
  • Patient, calm and empathetic
  • Self-motivated to deliver a high standard
  • Taking ownership to ensure a situation is resolved efficiently and effectively
  • Committed team player
  • Confident telephone manner

 

Responsibilities/Duties

  • Preparing any necessary paperwork for new homeowners and diarise appointment and reminders for Customer Care Team as required
  • Updating customer, site and contractor records and contact details
  • Scanning, filing and archiving documents (hard and soft copies)
  • Liaise between customers, colleagues and contractors to ensure that information is shared appropriately and accurately
  • Log all contact with customers and defects on our systems
  • Deliver all services within the guidance of data protection legislation
  • Work with colleagues to deliver a seamless service to all customers
  • Deliver a high standard of customer service to all customers, through a range of different formats, including phone and email
  • Reminding customers and contractors of upcoming appointments
  • Register new homeowners with emergency cover and Premier warranty
  • Monitor mailbox, contact management and defect logging systems to ensure that KPIs are met and appropriate feedback is received and acted upon from sub-contractors and
  • Customer Care Operatives
  • Monitor Customer Care calendars to ensure best use of time
  • Checking invoices versus works completed
  • Covering Customer Care phones during lunch / busy periods
  • Check for mail/correspondence in mail room and distribute
  • Make end of work calls to customers
  • Create new forms, spreadsheets and documents when needed
  • Update Handover and Inspection on specified day
  • Reception overflow phone, covering main reception when needed
  • Carry out any other duties commensurate with the role

 

Qualifications

  • Minimum level 2 in English, Mathematics and IT

 

Skills

  • Excellent IT, written & verbal communication skills
  • Exceptional organisational skills and the ability to meet strict deadlines through effective prioritisation of tasks
  • Ability to build rapport with customers, colleagues and sub-contractors, maintaining excellent working relationships

 

Experience 

  • Experience of delivering a high standard of administrative support under pressure
  • Experience of working in the housing, development, maintenance or similar industry, delivering a customer-led service

 

Other

  • Willingness to bring forward new ideas, challenge areas where we can improve, and to contribute to our ongoing success
  • Being passionate about your role, which may include working flexibly on occasions
  • UK driver’s license