Customer Advisor Administrator

Overall Objective:

To provide administrative support duties to the Customer Service team

Key Accountabilities:

• Answering the telephone, logging customer enquiries on corporate systems
• Inputting data on corporate systems to assist with accurate reporting
• Liaising with various stakeholders to provide customers with accurate information
• Handling customer complaints and delivering timely responses
• Ensuring customer records are updated accurately
• Keeping records of customer queries and resolutions to provide ‘lessons learnt’ feedback to the wider team
• Visiting customers to discuss their requirements whilst we are carrying out works 
• Supporting the wider team by hand delivering letters where required​
• Contacting customers ensure service delivery satisfaction
• Supporting the Customer Service Manager and Customer team
• Auditing information provided to ensure processes are being adhered to
• Ensure professional communication at all times​

It is not possible for this document to totally encompass or define all tasks that may be required of the post holder. The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility

General Responsibilities:

We endeavour to deliver a high standard of customer service within our frameworks, individuals are expected to assist in the delivery and the continuous improvement of our current processes.

The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation.

To take a full role in the implementation of personal development through appraisals and to participate in any identified training or development opportunities
To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect

Key Measurements:

• Customer and colleague feedback
• Work safely and efficiently

Experience & Qualifications:

• 2 years Customer Service Experience
• Minimum of 5 GCSE’s A – C or equivalent including maths and English desirable
• Full valid UK driving licence essential 

Personal Skills:

• Able to follow instructions
• Takes pride in work
• Effective team player
• Punctual and reliable
• Satisfactory communication skills written, face to face and over the telephone
• Satisfactory time management skills
• Professional behaviour at all times
• Be approachable, empathetic and ethical