AddressOffice Administrator - Leeds - £24.5-£26.5k
Overview of role:
The main purpose of this role is to answer incoming calls from customers and making outbound calls to book in all types of surveys and works as per the contract allocated. Working with Supervisors/Contract Managers to ensure works are planned efficiently and aim for a one call resolution whilst delivering excellent Customer Service.
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Main Duties and Responsibilities:
- Process Material Purchase Requisitions in order to procure materials, goods and supplies
- Process Plant Hire Purchase Orders
- Liaise with Suppliers on a day-to-day basis
- Resolve any queries or disputes with orders placed whether internal or external regarding the orders procured
- Book Travel & Accommodation
- Enter customer details quickly and accurately into bespoke database.
- Deal with customer incoming customer enquiries, ensure correct information is provided, systems are updated, and all relevant persons are informed.
- Planning of survey appointments and installs to ensure departmental KPI’s are met.
- Outbound telephone calls to book in all types of survey appointments and installs, updating the corresponding systems and client portals.
- Process and ensure resolution of customer complaints and remedials within Company timescales.
- Log customer issues and complaints ensure these are passed to correct person to deal and ensure follow up to close issue/complaint.
- Produce paperwork for Surveyors and Install Teams.
- Gather information for new contracts, update systems and devise offer letters for customers.
- Run reports through in house system and excel on a weekly, monthly and adhoc basis to meet business and client requirements.
- Ensure compliance to internal SLA’s (e.g. install numbers, planning and completions).
- Process and update weekly completions in line with monthly submissions for claims purposes.
- Respond to emails sent from the general enquiry box to answer customer questions and queries.
- Process and issue purchase order numbers.
- Booking of travel and accommodation for operatives and surveyors.
- Additional ad hoc duties as required based on business needs.
Qualifications required:
- No formal qualifications required.
Skills Required:
- Experience of working in a customer interfacing role (including ability to deal with difficult clients or customers via verbal and written methods of communication e.g., phone, email, letters, etc.)
- Ability to prioritise and meet deadlines.
- Previous experience of inputting/updating databases and web based portals.
- Ability to work as part of a team as well as autonomously
- Excellent attention to detail.
- Excellent communication and interpersonal skills
- Ability to meet and exceed customer expectations
- Experience of Outlook packages (Excel, Word, Outlook)
Additional Requirements:
- Disclosure Check
- Flexibility to work overtime as business needs require.
What We Offer
Competitive Salary
Employer contributed pension scheme
Employee Assistance Programme with 24 hours telephone and online access
Generous company sick pay
32 days annual leave (Inc. statutory bank holidays and Christmas and New Year Closure!)
Sureserve Group Academy programme that acknowledges the success of our trainees and apprentices
Sureserve Group Legends scheme, with a reward for the ultimate legend!
Employee engagement events to bring together colleagues and families e.g. Everwarm Family Fun Day, Summer BBQ, Christmas Night out!
Access to Flexible Benefits Scheme (including buy holidays, discount to retailers, bike to work scheme, Health shield care plan, and many more).
