Customer Service Advisor - Poole, United Kingdom - Sentinel Fire and Security

Description

Due to increased growth, Sentinel are recruiting for 4 customer service advisors to join the existing team


1.
MAIN PURPOSE OF JOB

Sentinel are currently seeking 4x experienced Customer Service Advisor to work within the administration team and to ensure first in class customer service, stock and subcontract scheduling and upholding customer KPI's and timescales.

2.
POSITION IN ORGANISATION
Reports directly to the Service Manager with consistent input into Operational Administration. A pivotal role in the coordination of the Supply Chain and Accounts.


3.
SCOPE OF JOB

Main Responsibilities
Operational

• To provide excellent customer service through effective diary and schedule management, upholding a firstclass frontofhouse etiquette
• Monitor and improve booking practices and working methodologies to ensure optimum customer service
• Impeccable organisation and scheduling skills to allow swift and accurate operational alignment
• Ensure that warehouse allocations (parts) and booking practices are being followed to ensure accurate stockholding data
• Handling inbound calls to the office and associated administration
• Logging all works orders into the 'SimPRO' database and generating works orders
• Outbound calls to customers to schedule planned maintenance activity
• Support Operational teams with functional delivery by prioritising planned and reactive works via engineer's diaries to ensure SLAs are met
• Monitoring of previous daily activity to ensure further action works are logged onto system and actioned in a timely manner
• Explore opportunities to schedule workload in advance to ensure smooth delivery
• Ensure job sheets are completed to Company standards
• Approving invoices from SimPRO and checking the correct time and labour is shown
• Creation of 'Smallworks' quotes
• Supporting the Senior Leadership Team with ad hoc duties from time to time

Supply Chain

• Liaising with suppliers to order parts and equipment required for engineering delivery
• Dealing with couriers for goods in / out

Customer Care

• Championing the highest standards of customer care to ensure Sentinel is regarded as a supplier of choice
• Supporting customers with any queries relating to installations, service, maintenance, smallworks or the purchase of components (Business to Consumer)

Quality and Standards

• Lead and enforce standards in relation to Quality Management system and industry accreditations

4.
AREAS OF RESPONSIBILITY / ACCOUNTABILITY
Shared responsibility for scheduling and prioritising of time/materials to ensure business meets / exceeds SLAs


5.
KEY INTERFACES (Internal / External)
Senior Leadership Team, Service Manager, Project Managers, Field Managers, field-based engineering team, customers, suppliers, external consultants and external auditors.


Job Types:
Full-time, Permanent


Pay:
£25,000.00 per year


Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Free parking
• Onsite parking
• Private medical insurance
• Referral programme

Schedule:

• Monday to Friday

Work Location:
In person


Reference ID:
SEN04312