Service Admin Co-Ordinator

Do you have previous experience working in a service management team or support centre?

Fancy working somewhere with an onsite gym, free parking, subsidised food and a hybrid work pattern? If so, read on!

The overall purpose of this role is to process all service requests in a timely and efficient manner and to optimise the admin process.

Key responsibilities

Handle all in and out bound support centre calls.

Initial Logging of Customer calls

Administer Customer SLA and escalate where appropriate

Administer technical support centre staff, setting and measuring KPI.

Provide service delivery reports as contractually required for both customers and suppliers

Administer service data from engineers and service agents

Ensure customer billing is handled in a timely manner

Handle Print on Demand (POD) and parts cost control and process

Monitor service partner supplier performance, help implement necessary improvement plans with the Service Manager

Work with 2nd line support teams to improve customer delivery

Key Part of the customer/supplier complaint process

Key competencies

Experience working within a service management team/support centre

Excellent telephone communication skills

Ability to document communications with customers and staff

Understand contractual SLA's and be able to provide support within these

Good general computer skills, such as email and Microsoft Office

Good Team Player

Able to multi task

Organised

Location: Bedford office/hybrid

Salary: 25,000

Package: 10% OTE Performance Bonus + 26 days per annum holiday (exclusive of bank holidays) + Pension (6% Employer Contribution/3% Employee Contribution) + Life Assurance

Advancing People - Recruitment Specialists

Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.