Service Admin Co-ordinator

Do you have previous experience working in a service management team or support centre?

Fancy working somewhere with an onsite gym, free parking, subsidised food and a hybrid work pattern? If so, read on!

The overall purpose of this role is to process all service requests in a timely and efficient manner and to optimise the admin process.

Key responsibilities

· Handle all in and out bound support centre calls.

· Initial Logging of Customer calls

· Administer Customer SLA and escalate where appropriate

· Administer technical support centre staff, setting and measuring KPI.

· Provide service delivery reports as contractually required for both customers and suppliers

· Administer service data from engineers and service agents

· Ensure customer billing is handled in a timely manner

· Handle Print on Demand (POD) and parts cost control and process

· Monitor service partner supplier performance, help implement necessary improvement plans with the Service Manager

· Work with 2nd line support teams to improve customer delivery

· Key Part of the customer/supplier complaint process

Key competencies

· Experience working within a service management team/support centre

· Excellent telephone communication skills

· Ability to document communications with customers and staff

· Understand contractual SLA's and be able to provide support within these

· Good general computer skills, such as email and Microsoft Office

· Good Team Player

· Able to multi task

· Organised

Location: Bedford office/hybrid

Salary: £25,000

Package: 10% OTE Performance Bonus + 26 days per annum holiday (exclusive of bank holidays) + Pension (6% Employer Contribution/3% Employee Contribution) + Life Assurance

Advancing People - Recruitment Specialists

Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.