Customer Service Advisor

Role Overview

The role of the Customer Service Administrator is to be responsible for ensuring the workflow relating to all new build processing, administration and communications are completed to a high standard and within agreed timescales.

Mandatory Responsibilities

• Adherence to all organisational policies
• Ensuring all tasks are completed to agreed deadlines for all customers.
• Work efficiently and effectively.
• Ensure effective communication with the Customer and Key Account Managers
• Accurate weekly and monthly reporting
• Implementation of KPI’s

Role Responsibilities

• To coordinate all tasks relating to New Build Sites for designated accounts
• To build and maintain effective relationships with servicing branch personnel, site management and customer procurement teams.
• To liaise with Key Account Managers, Estimating and Technical department, all personnel and departments relating to Customer Service processing.
• To manage all day‑to‑day administration tasks, to include processing of all incoming call offs, raising quotations, managing and responding to all enquiries sent through to the central sales office via email and telephone.
• To deal with all customer requests and queries to the agreed timescales
• To assume responsibility for various tasks as required
• Working as a team to support all service‑related matters are completed within agreed timescales.
• To ensure customers are made aware of any shortages or delays that will affect service.
• Provide accurate reports that are requested by Customers (site management) and SBD personnel in the timescales required.
• Ensure order processing volume is in line with daily processing capacity.
• Support the review of Customer Service processes and procedures to recommend improvements towards increased efficiency in the department.
• Liase with branches to check appropriate stocks are within the branch and deliveries will be made on time.

Performance Measures

• Recording of Daily/Weekly orders processed.
• Input error analysis to include duplications, processing errors, incorrect schedule and purchase order detail.
• Recording of agreed delivery timescales not met, product shortages leading to non‑delivery in full and on time.
• Customer Credits

Personal Attributes

• Excellent telephone manner
• Organised approach to work
• Ability to work on your own initiative.
• Positive approach to the working environment
• Driven approach to work

Skills /Abilities/Qualifications

• Good level of numeracy
• Strong Excel skills in order to produce the reports that will be required by the Senior Management team.
• Capable of holding regular Teams meetings with SBD colleagues.
• Ability to spread workflow across the team in the most efficient way
• A calm individual capable of working well under pressure.

The Benefits

Telus Health (Lifeworks) is a confidential employee support platform to help employees and their family’s deal with life challenges.

Holidays

Your holiday entitlement will be detailed in your contract of employment.

Cycle to Work

Obtain a bike and/or cycling accessories to use for cycling to work whilst making income tax and National Insurance savings.

If applicable, you can receive a voucher for the eye test and glasses.

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