Contract Administrator

Nexgen Group; West Byfleet; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading facilities management company is seeking an Administrator to enhance client service delivery across numerous residential properties. The role requires strong communication and CRM software skills to manage client enquiries and improve operational performance. You will work closely with various stakeholders, ensuring that client needs are met efficiently while maintaining high service standards.

Qualifications

• Experience in a customer helpdesk or call center environment.
• Experience using CRM software for case and workflow management.
• High level of computer literacy, particularly with Microsoft software packages.

Responsibilities

• Acting as the first point of call for client service enquiries.
• Managing inbound client communications and ensuring timely responses.
• Preparing KPI and SLA performance reports for stakeholders.

Skills

Communication Skills

Customer Service

CRM Software

Data Management

Problem Solving

Tools

Salesforce

MS Word

MS Excel

MS PowerPoint

Job description

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We are currently recruiting for an Administrator to work in a client service focused role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide.

The role will work with Operations Managers, Supervisors and the Scheduling and Dispatch team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests.

The Administrators primary objective is to achieve a consistently positive service experience for all clients that is best in class.

Core Responsibilities

• Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
• Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner
• Ensuring client satisfaction with the handling of service-related issues including: managing client complaints, escalating client issues to Client Account management and Operations management
• Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
• Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (. organising access, checking parking restrictions)
• Working with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner
• Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations
• Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.
• Updating the CRM platform and Management Information Systems to ensure all data, assets and associated records are updated, all relevant dashboard and reports are operating and accurate
• Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate risk
• Ensuring that service-related issues are addressed either directly or escalated in a timely manner

What are we looking for?

• Experience of working in an customer helpdesk or call centre environment
• Experience using CRM software (. Salesforce), in particular case and workflow management
• Excellent communication skills, both verbal and written
• Experience managing suppliers and other third partie
• High level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)
• Committed to quality and excellence through evidence of continuing professional development