Customer Service Administrator

Innospec Limited; Chester; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

A customer service organization is seeking a Customer Service Administrator to deliver excellence in support through telephone, email, and online platforms. The role involves managing enquiries, booking services, and providing administration support. Candidates must demonstrate a strong customer service background, communication skills, and proficiency in MS Office. This position offers a salary of £25,163 and competitive benefits, including a generous pension scheme and paid holidays. The role requires home working with monthly team meetings at a local hub.

Benefits

25 days paid holiday, increasing with service

Contributory pension scheme

Specialist counselling access

Employee benefits and discounts

Paid volunteering leave

Qualifications

• Proven experience in a customer service environment.
• Ability to clearly inform and advise customers.
• Confidence in dealing with confrontational situations.

Responsibilities

• Manage telephone and email enquiries professionally.
• Accurately book lock passages and moorings.
• Log and report customer complaints and incidents.

Skills

Customer service experience

Communication skills

Ability to manage difficult situations

MS Office proficiency

Calm under pressure

Prioritization skills

Tools

SAP

SharePoint

Job description

The role of Customer Service Administrator is to deliver excellence in customer service, supporting customers via telephone, email and online notice boards. It also involves general administration and financial support to the regional team. This role is based working from home permanently, with a requirement to attend the local hub at Ellesmere Port for monthly team and collaborative meetings.

Responsibilities

• Being part of the regional customer service team, ensuring that all telephone and email enquiries are managed in a friendly, helpful, professional and conscientious way.
• Managing customer enquiries to resolution and in line with our service level agreements in a timely manner through our customer relationship management system Sugar.
• Clearly communicating navigational updates such as restrictions, closures and advice notices via the online customer notice system.
• Accurately booking lock passages and pre-bookable moorings for boaters via the online customer licensing system.
• Logging reports, faults and failures of boater Customer Service Facilities such as elsans, pump outs, and bins, and liaising with contractors to update live notices.
• Working with the internal insurance team to progress and resolve insurance claims.
• Logging all incoming reports of customer accidents, incidents and/or near misses via the internal health and safety system.
• Producing accurate and timely communication for our customers via online notice boards, social media and our website.
• Coordinating the organisation of events and functions within the waterway for internal and external customers.
• Providing administration services for the waterway, including minute taking, organisation of occupational health visits and updating of training records.
• Producing accurate and clearly presented reports that support the needs of the business.
• Maintaining accurate and well‑organised systems of records that are easily retrievable (e.g. SharePoint).
• Using SAP to provide financial and administrative services, ensuring effective ordering of materials and supplies, handling notifications and other financial processes, including raising purchase orders and invoices and actioning goods receipts.
• Ensuring that diversity and inclusion are integrated into all aspects of Trust life.

Location and Hours

Home working, one day a week in the hub Ellesmere Port, meetings every month at Burnley and Ellesmere Port. Working hours: 37 hours per week Monday‑Friday.

Qualifications

• Proven experience in a customer service environment, e.g. providing 'front‑of‑house' services via telephone, email, notice boards and social media.
• Proven experience of administration.
• Communication skills that allow you to inform, help and advise customers clearly and professionally, and liaise with other professionals.
• Ability to deal with difficult and potentially confrontational situations.
• Confidence in the use of MS Office word‑processing and spreadsheet software.
• Confidence, patience, politeness, tact and diplomacy when addressing customer enquiries.
• Calm under pressure, with good prioritisation skills.
• Ability to provide a positive interaction and experience with customers on the phone and face‑to‑face.
• Understanding of the importance of working safely.
• Processing information activities to ensure accuracy in maintaining financial operating systems, undertaking complex checking, coding and calculations.
• Operating and maintaining schedules, records and systems for work areas to ensure admin processes are carried out.

Benefits

In addition to your salary of £25,163, we also offer competitive benefits:

• Competitive contributory DC Pension scheme, where we double your contribution to a maximum of 10 %.
• 25 days paid holiday (plus paid bank holidays), increasing to 30 days after 5 years.
• Free access to specialist counselling on health, financial, well‑being and domestic matters.
• Access to a range of employee benefits including store discounts, boating holiday discounts and a holiday purchase scheme.
• 2 days paid volunteering leave per annum.
• Free fishing facilities across our canal network.