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Customer Services Administrator

  • Location

    Portsmouth, Hampshire

  • Sector:

    Professional Services

  • Job type:

    Contract

  • Salary:

    Up to £9.00 per hour

  • Contact:

    Vicky Turner

  • Contact email:

    vicky.turner@morson.com

  • Job ref:

    144244VIT_1527069906

  • Published:

    3 months ago

  • Expiry date:

    2018-05-30

  • Start date:

    15/06/2018

  • Client:

    #

Customer Services Administrator; Portsmouth; £9.00 PAYE per hour; Contract


This is a customer facing role working within the services operations and maintenance department for our client. The role is responsible for processing the following:

Receiving Service Requests.
Take requests by phone, email, walk-in's
Planned Maintenance Work Orders from Team Leaders.
Check customer entitlement
Create Case
Determine type of response.
Determine Engineer
Scheduling Service Requests
Agree time slot with the customer and add to schedule
Create Work Order and add planned start time
Allocate work order to engineer
Receive updates, progress and feedback to internal and external customers.
Closing of Service Requests
Receive paperwork from Team Leaders
Scan and attach to work order in system
Assessment, measures and feedback

You must be able to communicate effectively and confidently, with fact and diplomacy, with all levels of internal and external customers.
To schedule all work using agreed scheduling rules.
To sentence all service requests using agreed allocation rules.
Ensure all Work Orders are managed and meet the KPI requirements, to maximise the financial gains.
Ensure all feedback required is received in a timely fashion.
Lead regular meetings with Service Centre and Team Leaders to discuss Case and Work Order Issues
and implement all Lessons Learnt.
Enter work order extension requests and implement work order extension dates in ERP System. .
To produce and distribute reports as directed by the O&M Management Team.
To scan and attach all documents to relevant work orders in ERP System
Be a positive role model and demonstrate responsible behaviours in accordance with the company
Code of Conduct.
Carry out other tasks/projects and objectives as directed by the Senior Administrator/Service Centre Team Leader
Provide Friday afternoon cover as required

Functional Knowledge
Customer Service Experience
Problem Solving skills and techniques (DIDD - Define, Investigate, Design, Deliver).
Excel, Word.
Effective communication skills
Business Expertise
Knowledge of the role of the Service Centre & their role within Service Excellence

Broad/basic knowledge of Service Level Agreements and priorities within the business.
Understand business processes to ensure governance and compliance.
Leadership
Safety:
Comply with Company SHE Policies.
Comply with the Company Product Safety Policy.
Lead by example on all Safety and Quality behaviours
Quality:
Assessment of feedback to maximise data integrity (e.g. work order hours, planned maintenance & asset accuracy.
Deliver a fully compliant Work Order scheduling and management process.
Drive a continuous improvement programme
Cost:
Carry out weekly reviews within planning and ensure the correct feedback process is adhered to.
Identify efficiencies across area of delivery.
Identify and reduce wastage to increase productivity
Ensure KPI financial targets are met.
Reduction in the use of subcontractor costs minimum of £300k per annum
Delivery:
All Work Orders are scheduled in a timely and efficient manner.
All works allocated to engineers in a timely and efficient manner.
Maintain positive customer communications.
Continually meet delivery targets.
People:
Identify and de-conflict work priorities.
Daily communication with Team Leaders, Sub Contract Managers and customers.
Hold daily work reviews.
Problem Solving
Adopt good ideas from elsewhere.
Recognise and accept the need for change.
Adopt an open-minded attitude and be alert to the potential benefits of change.
Gather and check information to solve problems within your own role, using known approaches and solutions.
Implement positively new ideas proposed by others, suggesting adaptations where this will lead to further improvement.
Seek to identify opportunities for continuous improvement within their own role.
Be resourceful in implementing ideas and those of others.

Interpersonal Skills

Annual Budget Responsibility
Although no direct budget responsibility there is significant impact on the maintenance budget