Interserve

City, Birmingham
Interserve

Job Purpose

Working as Small Works Administrator, as part of a team, you will be a central point of contact for customers and operational colleagues in the allocation of chargeable works. Your role will be to support Small Works Coordinators with answering customer requests and know how to come up with the best solution in fast paced environment.

Your excellent communication skills and service delivery will demonstrate a high level of accuracy and customer focus.

The role is based in our new offices near Birmingham International airport and a 5 minute walk from the train station.

Responsibilities

To raise and submit quotations, answering queries raised by clients
To raise or revise and submit purchase orders
To answer phone queries by our Help Desk team and clients
To monitor the team mailbox and answer queries in a timely manner
To close jobs, attaching completion evidence and all the cost
Adhoc reporting as required
To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
Daily liaison with operational teams
To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
To monitor action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
To Ensure that communication (spoken and written) is actuate and informative.
To ensure that implications of any recommendations are clearly communicated and understood.
To keep other team members informed and share knowledge and expertise.
Identify ways to make improvements for the team.
Challenges the business to ensure that customer related issues and problems take priority.
To enhance the customers’ perception of the Interserve brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
Responsible for Health and Safety.

Knowledge Skills & Experience

Customer service: know how to respond positively to and acts on customer feedback.
Problem solver/Can-do attitude: Able to resolve difficult and complex customer issues and complaints.
Strong communication skills. Listens to and talks to others to break down barriers and finds ways to resolve conflict.
Strong Admin experience, handling various task
Inbound and outbound calls, email and face to face
Finance awareness: Raising quotes, purchase orders, dealing with invoices
Computer literate, particularly in MS Office and/or service request software Knowledge of FM and associated software packages an advantage.
Ability to listen attentively, identifying important information and capture that data accurately.
Reporting to their specified supervisor, the role holder should develop positive relationships with all customers and colleagues.
To contribute to building an effective and cohesive team by taking ownership for own performance, maintaining a positive attitude at all times, meeting attendance requirements and being flexible to meet business requirements as the need arises.

Person

Uses knowledge and experience and takes actions beyond normal expectation when required.
Effectively communicates to strengthen Interserve’s relationship with the customer and the team.
Displays a positive attitude to challenges
Actively offer support to team members.
Actively participates and has a positive attitude in team meetings, always supplying a suggested solution when raising an issue / problem.
Enjoys a busy environment
Flexible and reliant
Know how to work under pressure, always aiming to reach targets

Small Works Administrator Full Time

Interserve

Job Overview