Customer Service Administrator

SF have partnered with an organisation in CV6 who are looking for a Customer Service Administrator to join the team.

Salary: up to £29,000
Working pattern: full time Monday to Friday on site

Responsibilities will include:

Returns Repatriation
- Manage asset returns from the field to appropriate locations based on client agreements and industry guidelines.
- Track asset movement using asset management systems.
- Investigate discrepancies and reduce asset loss rates.

MAP Relationship Management
- Serve as the operational liaison between the company and various Meter Asset Providers (MAPs).
- Ensure timely updates on asset status and repatriation are communicated to MAPs.
- Maintain compliance with MAP-specific requirements, including SLAs, audit trails, and reporting formats.
- Resolve disputes and discrepancies relating to asset conditions, location, or timeliness.
- Maintain an updated contact matrix for MAPs and ensure smooth information exchange.

Client Relationship Management
- Act as the primary point of contact for our clients.
- Resolve disputes and discrepancies relating to asset condition, location, or timeliness.
- Maintain updated service contracts in line with process and client requirements and ensure smooth information exchange.
- Produce internal and external reports to monitor performance KPI's.

Regulatory Compliance & Reporting Analysis
- Ensure all activities comply with the UK Metering regulations and contractual SLAs.
- Provide accurate, timely reports on asset movements, exceptions, and compliance metrics.
- Collaborate with compliance and regulatory teams to support audits
- Analyse meter return data for trends (e.g. fault patterns, asset losses, SLA breaches).
- Feed insights into process improvement and strategic decision-making.

Scheduling & Logistics Oversight
- Plan and coordinate meter return collection/deliveries and reporting timelines.
- Liaise with clients, partners or logistics providers to ensure timely execution of planned activities.
- Maintain trackers and keep record of shipments, delays or exceptions

Contract Delivery
- Monitor contract-specific KPIs and ensure compliance
- Ensure operational delivery meets MAP and client contractual obligations.
- Prepare and deliver KPI data for monthly customer review