Customer Support Administrator

The Company

My client is proud to be a leading provider of Rental Solutions, Powered Access
equipment sales and training. Our customers work indoors at height, and require a fast, flexible and safe service solution.

They have a passion for providing outstanding customer service and plans to significantly grow our business. Genuinely value our employees in the same
way that we value our customers. They want you to feel challenged, fulfilled, encouraged, trained and mentored so that you can reach your full potential as quickly as possible.

This job description is structured around our employee values; Teamwork, Positivity and Ownership.

Job Purpose
In this important role within the Company, you will provide high level administration support and co ordination to the Customer Experience team.

You will strive to ensure that all administrative tasks are completed in a timely and efficient manner. With a keen eye for detail, you will understand the need
to provide a seamless service to our customers in all areas of the Company’s business activity.

Responsibilities

Teamwork:
• Work closely with members of the Customer Experience and Sales teams to ensure an efficient and professional service.
• Support and assist colleagues through sharing of knowledge
• Work flexibly, helping with reasonable ad hoc duties as required

Positivity:
• Demonstrate the Company Values in everything you do
• Respect all colleagues and customers, being polite and courteous at all times
• Demonstrate a “can-do” attitude, striving to support colleagues in the best way possible

Ownership:
• Act as initial point of contact for department emails, monitoring, co-ordinating and administering the central admin email account
• Support colleagues in the Customer Experience and Sales teams to ensure that customer
issues are kept to a minimum, and where they do occur, that they are resolved quickly and with a positive outcome.
• Carry out administrative tasks triggered by customer enquiries, working with care and efficiency at all times.
• Respond to all phone calls and e-mails effectively and professionally.
• Ensure all customer contact is recorded on the customer’s record, and any follow-up actions are completed in a timely manner.
• Communicate confidently and effectively during dealings with customers
• Conduct quality checks in line with departmental procedures
• Carry out the administration duties associated with machine off-hires
• Effectively co-ordinate machine breakdown support
• Liaise with customers to book LOLER appointments
• Co-ordinate and administer the capital sales process
• Report any opportunities and threats to the Customer Experience Executive or Head of Customer Service, escalating concerns and suggestions for improvement
• Proactively seek new ways of ensuring the highest levels of customer service
Skills Required
• Excellent time management, administration and organisational skills
• A confident communicator with people at any level within an organisation
• Good written and verbal communication skills with a friendly telephone manner
• Self-motivated with an ability to work autonomously and take responsibility
• Impeccable attention to detail
• Ability to meet deadlines
• The ability to make commercially viable decisions
• A flexible approach, with a positive and confident outlook and a willingness and ability to react positively to changing business demand.