At a Glance
- Tasks: Support customers and manage repair requests in a fast-paced environment.
- Company: Dynamic company focused on delivering exceptional customer service.
- Benefits: Competitive salary, supportive team, and opportunities for growth.
- Other info: Great opportunity for career development in a collaborative setting.
- Why this job: Join a team where your contributions directly impact customer satisfaction.
- Qualifications: Experience in customer support and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Reporting To: Customer Success Manager
Hours of Work: Mon-Fri 09:00-17:00
Role Overview: Operating within a fast-paced environment, this role is responsible for delivering response maintenance repairs contracts for the Client, ensuring repair requests are carried out efficiently and cost-effectively, seeing the job process through from start to completion whilst delivering a first-class service to our customer. This role will require teamwork, autonomy, and for the successful applicant to liaise closely with all stakeholders within the business. The successful applicant will also assist daily in the effective management of targets and workflows and the completion and coding of completed works.
Key Activities / Responsibilities:
- Act as the first point of contact, providing support for all customer queries
- Provide an exceptional level of customer service, communicating to customers in a professional manner
- Responsible for the administration for a specific contract(s)
- Triage/pass all new repair requests and assign to relevant departments, supervisors, or subcontractors for action.
- Work as part of a team to prioritise and manage the workload
- Ensure customers are kept up to date, ensuring any issues are escalated to management
- Monitoring of target dates for jobs, tracking updates and job status
- Liaising with internal stakeholders regularly, providing accurate and detailed information, preparing reports as and when required
- Job completions and updating and reviewing system/data input
- Inputting codes on completions readying them for invoicing
- Maintaining standards and processes to reach KPI targets
- Attend internal/external meetings as and when required
- To perform the job in accordance with the company’s policies and procedures
- To perform any other duties as may be reasonably required
Education / Experience:
Essential:
- Three years recent experience in a busy office environment
- 1+ years' experience providing customer support
- Minimum of Grade C or above in GCSE or equivalent (English and Maths)
- Data input experience
- IT literate, proficient in Microsoft Office
Preferred:
- Experience in social housing sector
- Experience and knowledge of Schedule of Rates
Skills/Competencies:
- Demonstrate reliability, flexibility, and adaptability
- Effectively manage time in order to meet deadlines
- Excellent team working skills
- Excellent communication skills with the ability to manage client relationships
- Strong planning and organisation skills
- Ability to work on own initiative and as part of a cross-functional team
- Ability to work accurately under pressure and meet deadlines & targets
Customer Success Administrator employer: Combined Facilities Management Ltd
As a Customer Success Administrator, you will thrive in a dynamic and supportive work environment that prioritises teamwork and professional growth. Our company is dedicated to delivering exceptional service to our clients while fostering a culture of collaboration and innovation, ensuring that every employee has the opportunity to develop their skills and advance their career. Located in a vibrant area, we offer a range of benefits including flexible working hours, comprehensive training programmes, and a commitment to employee well-being, making us an outstanding employer for those seeking meaningful and rewarding employment.
Contact Details:
Combined Facilities Management Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Combined Facilities Management Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Combined Facilities Management Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Combined Facilities Management Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Combined Facilities Management Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Combined Facilities Management Ltd!
How to prepare for a job interview at Combined Facilities Management Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
