Customer Success Administrator

Job Title: Customer Success Administrator

Reporting To: Customer Success Manager

Hours of Work: Mon Fri 09:00 17:00

Role Overview:

Operating within a fast-paced environment this role is responsible for delivering response maintenance repairs contracts for the Client, ensuring repair requests are carried out efficiently, cost-effectively and seeing the job process through from start to completion whilst delivering a first-class service to our customer.

This role will require teamwork, autonomy and for the successful applicant to liaise closely with all stakeholders within the business. The successful applicant will also assist daily in the effective management of targets and workflows and the completion and coding of completed works.

Key Activities / 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(s)

Triage/ pass all new repair requests and assign to relevant departments supervisors or subcontractors 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, preparing reports as and when required

Job completions and updating and reviewing system/data input

Inputting codes on completions readying them for invoicing

Maintaining standards and processes to reach KPI targets

Attend internal/ external meetings as and when required

To perform the job in accordance with the companys policies and procedures,

To perform any other duties as may be reasonably required

Education / Experience: Essential:

Three years recent experience in a busy office environment

1+ years' 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

Experience and knowledge of Schedule of Rates

Skills/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 & target

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