Customer Service Administrator
To ensure an excellent standard of customer service is achieved and customer contact is always maintained.
Opportunities to get involved in project administration and data processing /analysis across a range of areas covering helping people to be safer and warmer in their own homes and making their homes more energy efficient.
Job Type:
· Full-time or Part-time will be considered for the right candidate.
· Salary: FTE £23,088 (£12 per hour) pro rata.· Expected hours: No less than 30 per week.
Benefits:
Company contributes to pension.Monday to Friday
Flexitime available
Limited free on-site parking
25 days holiday rising to 27 after 2 years and 29 after 4 years
Main Duties and Responsibilities
Work as part of the team responsible for receiving all incoming calls and face-to-face callers to the office, being part of the reception service on a rota basis, opening & locking up reception and always providing a professional and polite response.
Deal with enquiries, providing advice and information, interrogating the CRM system as necessary, and directing calls to other colleagues where required.Accurately input referrals for services onto the CRM system, ensuring that all key information such as referral source is recorded. .
Monitor the Case Worker referrals pot to ensure they are being picked up by Case Workers in a timely mannerAllocate Home Plus client referrals to the partner organisations and other relevant organisations.
Process and raise job sheets to send out to contractors, liaising with the referrer and contractors via telephone and email as necessary and keeping the client informed.
Liaise with the Customer Service Manager on referrals not fitting within service criteria guidelines.
Open all incoming mail and outgoing mail, Provide general administrative support , including filing, photocopying, scanning, and mailing out.
Carry out telephone assessments to identify customers’ additional needs for services, and at times, carry out telephone surveys for completed services. Participate in all available training for CRM and telephone systems to ensure that best results are always achieved.
Attend all meetings relevant to supporting the Home Plus (Leeds) Service, as well as staff meetings and departmental meetings.Support the new cross skilling programme by actively participating in skills development and specific training sessions designed to expand and improve each individuals’ knowledge and experience of other areas of the organisation