Customer Success Administrator( 12-month maternity cover)

Location: Magherafelt, Head Office

Hours of Work: 9am- 5pm, Monday- Friday

We are seeking a talented individual to join our Customer Success Team for a 12-month maternity cover position.

Role Overview:  

Operating within a fast-paced environment this role is responsible for delivering response maintenance repairs contracts for the NIHE, ensuring repair requests are carried out efficiently and cost-effectively whilst delivering a first-class service to our customer. This role will require teamwork and liaise closely with all stakeholders in the business and assist daily in managing targets and workflows effectively.

Key Responsibilities:

• Act as the first point of contact, providing support for all customer queries


• Provide an exceptional level of customer service, communicating to customers in a professional manner


• Responsible for the administration for a specific contract area


• Triage/pass all new repair requests and assign to relevant department, Supervisor/s or subcontractor for action.


• Work as part of a team to prioritise and management the workload


• Ensure customers are kept up to date, ensuring any issues are escalated to management


• Monitoring of target dates for jobs, tracking updates and job status


• Liaising with internal stakeholders regularly providing accurate and detailed information


• Job completions and updating system/data input


• Maintaining standards and processes to reach KPI targets


• To perform the job in accordance with the company’s policies and procedures, 


• To perform any other duties as may be reasonably required

Our Requirements:

Essential

• Experience in a busy office environment


• Experience providing customer support


• Minimum of Grade C or above in GCSE or equivalent (English and Maths)


• Data input experience.


• IT literate, proficient in Microsoft Office

Preferred

• Experience in social housing sector.

Competencies 

• Demonstrate reliability, flexibility, and adaptability


• Effectively manage time in order to meet deadlines


• Excellent team working skills


• Excellent communication skills with the ability to manage client relationships


• Strong planning and organisation skills


• Ability to work on own initiative and as part of a cross functional team 


• Ability to work accurately under pressure and meet deadlines & targets