17/03/2021
Role
Customer Service Administrator
Department
Service
Purpose Of Job.
To support our customers in every aspect of their journey resolving customer requests or queries via phone, email, or other methods. This will include logging calls in our service management system for allocation and reporting to customers on a weekly/monthly basis.
Duties
Answering phone calls from customers and dealing with their requests in a professional and timely manner. This may involve liaising with other team members to understand time frames for job completion.
Providing customers with proactive updates.
Proactive allocation of calls during the working day via Tracking System
Ensuring Service Maintenance schedules are annually renewed
Responding to customer queries via email, again liaising with other team members for information where required.
Logging customer repair/install requests onto our service management software for allocation. Sometimes this will mean discussion with approved subcontractors to ensure work load is covered in line with KPI’s.
Customer reporting daily/monthly
Customer month end reporting
Provide admin support for other team members during busy periods.
Provide out of hours phone cover based on a rota (1 week in 4 but minimal calls received out of hours).
Provide cover for holiday periods and sickness.
General day to day admin tasks such as chasing engineer paperwork and filing
Commercial Excellence
Always looking for commercial improvements to benefit PDS and the customer.
Experience of building relationships with customers.
Operational Excellence
Good attention to detail to ensure KPIs achieved.
Have clear visibility of all outstanding work and able to keep response times as low as possible.
To provide a friendly, ‘can do’ response when dealing with customers and staff.
Calm under pressure.
Skills/Knowledge
IT literate
Strong team player
Good attention to detail and communication skills
Strong customer service background
Customer focused
Competencies
Managing Change
Initiates and drives change
Is supportive of change agreed
Communication & Impact
Demonstrates an understanding of the motives, values and needs of key stakeholders Influences others with well-constructed ideas and relevant examples
Regularly and effectively contributes to team meetings
Is a patient and effective negotiator in the most complex of situations
Working With Others
Creates appropriate networks inside & outside of the business
Understands the role of different functions and the interplay between them
Quality Conscious
Sets high standards of performance for self and others
Challenges business processes to simplify or eliminate non-productive work
Customer Focus
Bases customer orientated decisions on the wider organisational needs
Always looks to deliver against key customer KPIs
Planning & Analysis
Considers risks and indirect effects of decisions on all parties
Drive & Tenacity
Does what’s right whilst considering the needs of both the individual and the business Consistently upholds and promotes the PDS values in all that they do
Demonstrates personal commitment to business results
Employment Type
