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Purpose of the role
Reporting in the first instance to the Admin Manager and based within the Mobility Administration Team undertaking a range of administrative duties and responsibilities in support of our team of (currently) 6 field based service engineers. Working with two other service administrators in a large open plan mixed gender office, alongside other administrative, sales and management colleagues.
Main duties and responsibilities
- To handle incoming client enquiries (usually requesting service or repair of mobility products such as stairlifts, patient hoists, vertical lifts, mobility scooters etc) utilising a polite, supportive and empathetic approach to facilitate customer satisfaction
- Progression of enquiries to booked appointments
- To work in conjunction with the Field Service Engineers (and others when required) in booking and confirming appointments and providing the required general administrative support for work processing.
- Operation and oversight of individual computerised calendars scheduling service and repair appointments for field based personnel - developing and applying an understanding of engineer travel routes and times to support efficiency
- To efficiently and accurately use the *Customer Relationship Management system including customer enquiry / quotation follow ups, literature requests and general enquiries.
- To pro activity contact existing customers to arrange service appointments, advise on service contracts and care packages, inform quotation prices etc
- To ensure that data and information on the *CRM system is accurate and up to date through daily housekeeping and fixed routines.
- To process departmental documentation relating to the role, such as quotations, work orders, parts orders and job sheets.
- To ensure that all department administration processing is completed in a timely, accurate and efficient manner
- To process orders / enquiries, working closely with other departments to achieve best results for the customer.
- General administrative activity when required which may (or may not) include such tasks as placing supplier orders, document scanning, stock updates and system maintenance.
- Response to and achievement of individual / departmental targets, where applicable.
- To develop product knowledge across the range supplied by the company and to use that knowledge to support the above processes.
- Use of PC based software inc Microsoft Office products and company bespoke software
- To provide any other administrative / general support required by the company within the reasonable limitations of the role.
General duties and responsibilities
- Promote the aim and ethos of the company at all times - seeking opportunities to develop and enhance the business wherever possible.
- Support and maintain a positive environment working collaboratively and cooperatively with colleagues across the whole company.
- To support and adhere to all company policies
- To support the general administration and other operations for the company as / when required
- To maintain confidentiality in all matters relating to the company and its employees - both during and beyond employment
- To be familiar and comply with all relevant Health and Safety policies and procedures.
- To ensure duties and responsibilities are carried out in a safe manner and safe working practices are adopted, in accordance with the Health and Safety at Work Act, 1974.
- To undertake training and development relevant to the post and in line with the priorities of the company as required
- The post holder will be expected to work in a flexible manner, including providing cover for absent colleagues and undertaking any additional reasonable duties commensurate within the range the post, or indeed lesser duties as directed and whether detailed within this profile or not, but as required by the company.
General measurements of performance
Good communication skillsExcellent day to day operational memory and recallGood organisational skillsAbility to work calmly and accurately when under pressureAccurate and timely administrationApplication of given processes and proceduresAdherence to fixed administrative and system processesDevelopment of knowledge across relevant products / servicesGood working relationshipsGood customer relationships
