Customer Service Administrator

Confidential; Coventry; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Hybrid working

28 days holiday

Birthday voucher

Private pension

Annual salary review

Profit-related bonus

Job summary

Confidential is seeking a Customer Service Administrator in Coventry to support field operations with proactive scheduling, liaising with clients and agents, and maintaining accurate visit records.

You will manage visit plans, prepare packs, handle enquiries, and update systems to reflect progress, ensuring SLAs are met. The role offers a structured training period, potential hybrid working after training, and a comprehensive benefits package.

Qualifications

• Proven experience in customer service.
• Excellent communication and organisational skills.
• Experience with administrative tasks and scheduling.

Responsibilities

• Allocating and planning visits in line with client SLAs and company processes.
• Organising and printing letter packs and despatching materials.
• Pro-active and reactive calls and emails to arrange site visits.
• Updating the system to reflect planned visits and account status.
• Liaising with clients to resolve and complete accounts.
• Highlighting vulnerabilities and safety concerns found during visits.

Skills

Customer service

Job description

Customer Service Administrator

Do you have experience within customer service and administration? Would you like to work in a fast paced environment? If so this role is for you!

Benefits as a Customer Service Administrator:

• Monday to Friday 37.5 hour week with 1 hour for lunch
• A potential opportunity for hybrid working once you're fully trained
• 28 days holiday (including Bank holidays).
• 2 days a week from home after the training period.
• Additional 1 days annual leave for each year worked
• Christmas shut down usually from 24th December 2nd January.
• A Love to Shop voucher on your Birthday every year.
• Free on-site parking / fully paid nearby parking when office based.
• All IT equipment provided and the tools to do the job.
• Regular training, coaching and career development planning.
• Private pension contributions.
• Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.
• Annual salary review.
• Annual profit-related bonus scheme.

This role will see you speaking with our clients field team and ensuring the visits the field team perform are done so to a high standard. You will allocate, plan and monitor both completion and performance of these visits. We need for you to have excellent customer service skills as you'll be speaking with a large number of field agents.

Responsibilities as a Customer Service Administrator:

• Allocating and Planning visits in line with client SLAs and company processes. This will include dealing with the account referral and new business load on some occasions.
• Organising and/or the printing of lettering and visit packs, and the despatch of lettering and visit packs.
• Pro-active and Reactive telephone calls / emails to organise and manage site visits.
• Updating the system so all planned visits are recorded to allow for clear visibility of account status.
• Offering assistance and support to Agents when completing their visits.
• Liaise with Clients as needed to resolve and complete individual accounts correctly.
• Highlight and fully record any vulnerability found when dealing with an account.
• Highlight and fully record any safety issue or concern found when dealing with an account.
• Update and/or result accurately fully detailed reports on each account when any visit activity has taken place.
• Update the system with appointment dates and times agreed with a customer, along with any specific request in relation to a visit or any other feedback given.
• Pro-actively follow up on any planned action at account level to ensure work was completed as planned.
• Result accounts on the system with a high level of accuracy so the Client is able to complete any follow up action as necessary.
• Quality checking returned visit reports to ensure the standard of the visit is acceptable, and that the visit has been conducted in line with requirements.

If you have good customer service and admin skills then we'd like to speak with you