Job Description

The Customer Services Team provides excellent customer service, support and assistance to our external customers and internal operations team. The Customer Service Specialist is a vital part of the team. The CSS builds strong relationships with our customers through their ability to respond to customer queries, resolve customer issues and ensure the service they receive from the Operations Team is seamless. Throughout all interactions the CSS must maintain a high level of professionalism and present the organisation in the best light possible. The CSS works to KPI’s to ensure customer queries are responded to within the agreed Service Level Agreements (SLA). All aspects of administration to support smooth processes and all behaviours in support of our values must be evident throughout your employment.

Role Responsibilities

• Work through the Custoomer Service inbox in a timely manner ensuring all queries receive a response within the agreed SLA,
• Answer incoming phone calls and provide advice to internal and external customers in relation to:

Pricing and delivery information
Visit updates and Technician journey information

• Provide customers with copy certificates/tickets to support their inspections. Note the frequency of request on their account
• Distribute all service certificates
• Accept jobs on customer portals prior to sending the job to the Planning Division who will then forward the job to an Engineer
• Action change of details requests from customers and amend in the CRM system.
• Ensure all data entry is consistent, accurate and supports the flow established in the CRM system.
• Authorised team members must add new customers to the CRM system in support of the take on procedure. This must include initial site rules from customers.
• Assisting new staff members on troubleshooting and diagnosing problems

Job Types: Full-time, Permanent

Salary: £22,350.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• On-site parking
• Store discount

Schedule:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• Preston, PR2 5BB: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (required)

Experience:

• Customer service: 2 years (required)

Language:

• English (required)

Work Location: In person

Application deadline: 02/06/2023

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