Contact Centre Administrator

Es Field Delivery Uk Ltd; Telford; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading service delivery organization is seeking a Contact Centre Administrator based in Telford. You will provide administrative and logistical support in a fast-paced in-office environment, focusing on customer service excellence. Responsibilities include handling inbound calls, managing delivery inquiries, and maintaining detailed Excel records. Ideal candidates will possess strong communication and computer skills, with a focus on efficiency and quality service. This role offers an opportunity to join a friendly, growing team.

Qualifications

• Demonstrated skills in problem-solving and effective communication.
• Proficient in Excel as the role relies heavily on spreadsheet management.
• Ability to adapt and work independently as well as part of a team.

Responsibilities

• Handle incoming calls from customers and update call logs.
• Coordinate with 3rd party technical couriers for deliveries.
• Ensure compliance with H&S and IS9002 processes.
• Manage customer queries and escalations via phone and email.
• Maintain and update Excel spreadsheets for management reporting.

Skills

Excellent telephone manner and communication skills

Ability to resolve problems under pressure

Strong interpersonal skills

Flexibility and teamwork

Strong computer literacy

Competence in MS Office, especially Excel

Job description

Overview

A job opportunity has arisen to join a successful service delivery organisation as a Contact Centre Administrator based in Telford, Shropshire.

Providing administrative and logistical support, you will be working in an interesting, challenging, fast paced in office environment. We are looking for administrator who strives to work with the highest levels of integrity and quality.

Joining a growing friendly team, responsible to provide a professional, efficient service to customers, supply chain and internal team.

Responsibilities

• Receiving inbound calls from Customers Helpdesks
• Log calls, update calls, and close calls on various customer systems.
• Liaise with our 3rd Party technical Couriers.
• Ensure all calls are processed effectively and efficiently
• To ensure H&S procedures are reviewed and followed
• To ensure IS9002 Processes are reviewed and followed.
• Liaising with Customers, Technical couriers, and HP Helpdesk to assist with any delivery enquires and escalations.
• Updating Excel spread sheets for Management Information purposes with all POD details.
• Dealing with queries and escalations related to the Customer contract via phone or email.

Qualifications / Attributes

• Excellent telephone manner and communication skills.
• Initiative and ability resolve problems under pressure.
• Strong interpersonal skills and awareness of customer needs.
• Display common sense and flexibility; to work as part of a team, and be able to work unsupervised.
• Strong computer literacy and competent in all MS Office
• Excel essential as 80% of role is Excel based.

Key attributes

• Client Focused Demands
• Leadership
• Aspiration
• Accuracy
• Results

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