Customer Service Administrator

Customer Service Administrator

Our Role

You are a highly motivated and detail orientated individual who is passionate about customers and resolving their issues as quickly and accurately as possible. You will be primarily responsible for logging and handling customer expressions of dis-satisfaction including initial customer triage, right first-time resolution, system logging, update capture and customer close.

You will need to be confident when communicating with potentially unhappy customers daily. Using your friendly empathetic approach, you will become the champion of the customer and a trusted advisor and updater ensuring their wants and needs are met and their concerns are addressed promptly and professionally. Additionally, you will need to collaborate with our office and field-based teams to encourage and ensure they are playing their part in rectifying customer issues.

You will be working with and supporting our new Customer Lead in providing the best possible service from within our Derby/Spondon based office. Other duties may involve replenishment and distribution of customer literature stock, assistance with customer data and management information, working on customer campaigns and initiatives and being an ambassador for all things customer.

Whatever youre doing life will never be dull and you will always have a chance to make a positive difference for our customers.

Experience & Qualifications:

• Above all you must be passionate about customers and providing the best service possible.
• A clear and concise communicator both over phone and written format.
• You will need a confident professional phone etiquette with the ability to handle difficult conversations and unexpected circumstances and requests.

• You must be computer literate on Outlook, Word, Excel, Powerpoint etc and possess exceptional accurate data entry skills.
• Able to put customers at ease and build rapport quickly.
• Ability to multitask.
• Strong organisational skills with an eye for detail
• Friendly and approachable manner.
• Reliable, dedicated, punctual and committed.

Previous customer experience in an office or contact centre is a pre-requisite and experience within the utility industry especially within Water is highly desirable.

Summary of Responsibilities: (not exhaustive)

• Initial receipt and logging of complaints on the NWP systems.
• Triage call to customers to gather all information required for resolution and to attempt a right first time resolution.
• E-mails to supervisors with full complaint details and resolution expectations.
• Customer check ins and updates.
• Closing complaints with customers.
• Keeping customers stuck in WIP or long jobs updated on progress and next steps??
• Answering new damage hotline and facilitating resolution of issues as seamlessly and efficiently as possible.
• Leaflet and drop card replenishment, printing and provision.
• Support with thedesign, delivery and deployment of any customer initiatives within NWP Connections.
• Support with all c-sat survey investigations.
• Support with customer data, MI and reporting.
• Raising the profile of customer within the contract including newsletters, customer learning, incentive administration, posters, site visits, specific customer training etc.