Our client is a fast-growing ambitious business with award-winning investment in its staff, customers, and products based in Grimsby. Our client is transforming the way their service department operates and therefore needs a Service Office Administrator to manage office workflows, support the Office Managers and colleagues, and serve as the first point of contact between the company and their customers. An excellent opportunity has therefore arisen for an Administrator to join their Grimsby team.
You will be responsible for several functions in the service department with a responsibility to assist other team members in delivering a seamless service operation to their customers.
Responsibility and accountability
Managing case tacking statues within agreed timeframes
Deliver a consistent customer focused service
Maintaining the service desk
Ensure parts and quotations are followed through case tracking procedure
Maintaining customer relationships and improving response and delivery times
Updating service software correctly to improve overall efficiency
Resolving any service problems and customer complaints
Update Service manager weekly on all current case status as assigned to you
Contacting customer to review/renew maintenance of contracts
Day to day management of the case tracking as part of a team
Collaborate closely with key internal stakeholders across the business to gain an understanding of their needs to improve the service and products provided
Be part of a positive approach with colleagues building a collaborative framework
Ensure the total number of service desk cases are within company agreed timelines
Ensure the Service Desk is driven to achieve and succeed SLAs and OLAs
Ensure all data is complete and accurate for customers, assets, parts, and works performed
Ensure scheduling of work for the engineers with the Engineer Manager
Be always engaging and collaborative, assisting colleagues where necessary
Create a culture that strives for continual improvement at all levels, being commercially aware and using performance leadership techniques that deliver the very best service
You'll be accountable for informing and executing the service team in-line with key performance metrics to enable revenues to be met
Promote and upsell all areas of the clients company from service to chemicals
Skills and Experience:
Task orientated - Able to deal with problems, inappropriate time frames
You will have high standards, challenging inadequate case outcomes thereby making a real difference
Knowledge of MRP/ERP systems
Strong, prioritization skills with the ability to manage caseloads quickly
Ability to work independently and as part of a team, using own initiative.
Excellent time management skills with the ability to deliver to deadlines.
Ability to work under pressure, be purposeful with an initiative-taking approach
Ability to work with little or no supervision
Strong attention to detail
Excellent organizational and prioritization skills
Maintaining the 3 P'S at all times professionalism, patience, and a "people-first" attitude.
Organized, commercially astute, and with strong business acumen, target and goal orientated.
An openness to feedback and confidence working with others.
Strong work ethic, an ambitious person with a positive 'can-do attitude.
Good verbal communication skills
Curious, Confident, driven, and professional, a true collaborator
Customer-Centric with strong customer service ethics
Excellent communication skills both telephonic and verbal.
One who wants to be effective, Responsible; Professional; Supportive; Initiative-taker; Friendly personality; Willing and interested to learn new things, Trustworthy; Adaptable
Above all, always maintain a positive and friendly company image. You will be the first line of customer contact. First impressions count, be the best you can be at all times
Reporting to: Head Service Department
Benefits: Pension, 20 days annual holidays plus Bank Holidays.
Appoint Consulting is a Recruitment Business having sought agreement from their clients to find candidates for these roles, in accordance with the Employment Agencies and Employment Business Regulations Act 2003