Client Services Administrator

Salary: £24,550

We are currently recruiting for an Administrator to work in a client service focused role across the full range of Cleaning and Grounds Maintenance services provided by Nexgen Group to 90,000 locations nationwide.

The role will work with Operations Managers, Supervisors along with the Scheduling & Dispatch Team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests.

The Client Services Administrators primary objective is to achieve a consistently positive service experience for all clients that is best in class.

• Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
• Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner
• Ensuring client satisfaction with the handling of service-related issues including: managing client complaints, escalating client issues to Client Account management and Operations management
• Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
• Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions)
• Working with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner
• Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations
• Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.
• Updating the CRM platform and Management Information Systems to ensure all data, assets and associated records are updated, all relevant dashboard and reports are operating and accurate
• Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate risk
• Ensuring that service-related issues are addressed either directly or escalated in a timely manner

Location: Byfleet, KT14

Working hours: 37.5 hours a week, 8am/8:30am - 4pm/4:30pm

• Experience of working in an customer helpdesk or call centre environment
• Experience using CRM software (e.g. Salesforce), in particular case and workflow management
• Excellent communication skills, both verbal and written
• Experience managing suppliers and other third parties
• High level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)
• Committed to quality and excellence through evidence of continuing professional development