Customer Support Administrator

Sureserve; Bathgate; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Flexible benefits scheme

32 days annual leave

Employee Assistance Programme

Job summary

Sureserve in Bathgate is looking for a customer service advisor to be the first point of contact, handling enquiries, appointments, and issue resolution from first contact through to completion.

You will manage inbound calls, route queries, respond to emails, and support customers through their journey, aiming for first-class service and contract SLAs.

We offer £26,227.50 per year, a pension, life assurance, 32 days leave and access to flexible benefits.

Qualifications

• Experience in a contact centre or telephone-based role.
• Excellent customer journey experience and strong communication skills.
• Highly organized with attention to detail and proficient MS Office apps.

Responsibilities

• Manage all inbound calls to the business and route to relevant departments using our CRM.
• Ad hoc outbound dialing to support business needs.
• Manage inbound/outbound calls in line with departmental KPIs.
• Deal with emails in a timely manner, follow up and closure.
• Support the resolution of customer enquiries and complaints orally and in writing.
• Deliver to agreed contract service levels.
• Handle challenging, sensitive, and escalated calls to support customers.
• Promote a customer facing culture to deliver first-class service.
• Build and maintain excellent relationships with customers/clients.

Skills

Contact centre experience

Customer journey experience

Excellent communication skills

Organised and detail oriented

Outlook

Excel

Word

PowerPoint

Job description

Deliver an outstanding customer experience, from our office in Bathgate, as the first point of contact, supporting customers with enquiries, appointments and issue resolution from first contact through to completion.

Key Responsibilities

• Working as part of a team to manage all inbound calls to the business, routing these to the relevant departments using our CRM to answer customer queries.
• Ad Hoc outbound dialing to support business needs.
• Manage inbound/outbound calls in line with departmental KPI’s.
• Dealing with emails in a timely manner, follow up and closure.
• Support the successful resolution of customer enquiries and complaints orally and written.
• Deliver to agreed contract service levels.
• Manage challenging, sensitive, and escalated calls to support customers through their journey.
• Promote a customer facing culture to deliver a first-class service.
• Build and maintain excellent relationships with customers/clients.

Key Skills & Experience

• Previous experience in contact centre sales or other telephone based environment.
• Customer journey experience.
• Exceptional communication skills with a genuine interest in helping and supporting people.
• Organised and efficient with excellent attention to detail.
• Proficient Microsoft Outlook, Excel and Word, and PowerPoint.

What We Offer:

• £26,227.50 per annum - 37.5 hour week
• Pension scheme, Life assurance & access to flexible benefits scheme.
• 32 days annual leave (Inc. statutory bank holidays, Christmas/New Year Closure)
• Employee Assistance Programme with 24 hours telephone and online access
• Access to Flexible Benefits Scheme (including discount to retailers, bike to work scheme and many more)

About Sureserve:

At Sureserve, excellence is not just an expectation; it's our standard. With a driven team of nearly 850 professionals, we are at the forefront of providing stellar asset and energy services across the UK. Our mission is simple yet powerful: to elevate the quality of life in the communities we serve by innovating and improving the spaces where people reside, work, and gather.

Working with an Equal Opportunity Employer

Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Please note, Eligibility to work in the UK is required, and candidates will undergo employment screening prior to starting employment.