At a Glance
- Tasks: Provide top-notch support in customer service and ensure smooth job processing.
- Company: Join a dynamic team focused on operational excellence and customer satisfaction.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Collaborative environment with room for innovation and career advancement.
- Why this job: Be a key player in enhancing customer experiences and improving business processes.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 40582 - 49600 £ per year.
To provide reliable support across customer service functions, ensuring jobs are processed efficiently through SM8, and customers receive a professional and responsive service.
To contribute to the smooth running of FPS by supporting colleagues, maintaining high administrative standards, identifying opportunities for improvement, and helping to deliver an excellent experience for customers and stakeholders.
Working closely with the General Manager to support the efficient administration of the business, ensuring operational administration, and customer service activities are completed accurately and effectively.
By supporting the General Manager and wider FPS team, they will play an important role in maintaining operational efficiency and customer satisfaction across the business.
The role will also work collaboratively with the Operations Coordinator, Commercial Director, Managing Director, customers, contractors, and suppliers to support the successful delivery of FPS services.
To provide reliable support across customer service functions, ensuring jobs are processed efficiently through SM8, and customers receive a professional and responsive service.
To contribute to the smooth running of FPS by supporting colleagues, maintaining high administrative standards, identifying opportunities for improvement, and helping to deliver an excellent experience for customers and stakeholders.
Working closely with the General Manager to support the efficient administration of the business, ensuring operational administration, and customer service activities are completed accurately and effectively.
By supporting the General Manager and wider FPS team, they will play an important role in maintaining operational efficiency and customer satisfaction across the business.
The role will also work collaboratively with the Operations Coordinator, Commercial Director, Managing Director, customers, contractors, and suppliers to support the successful delivery of FPS services.
Purpose of the Role
To play a key support role across FPS, ensuring the smooth administration of operational processes and customer service activities.
The role provides operational support and customer service to help ensure jobs are processed efficiently and customers receive a professional and responsive service.
To support the smooth day-to-day running of the business while maintaining high standards of accuracy, organisation, and customer care.
The guiding principle of this role is
“Support the Customer, Support the Process, Support the Business.”
Key Responsibilities
- Operations Administration
- Job Processing
- ·Process jobs through the SM8 system.
- ·Create, update, and maintain job records accurately.
- ·Ensure all required job information is entered correctly and promptly.
- ·Monitor job progress and update records as required.
- ·Support the smooth flow of jobs through operational processes.
- Operational Support
- ·Support operational teams with administrative requirements.
- ·Assist with scheduling administration and job coordination where required.
- ·Process job completion records and supporting documentation.
- ·Ensure operational records are accurate and up to date.
- ·Maintain customer, site, building, and job information within company systems.
- Quotations & Documentation
- ·Support quotation administration.
- ·Assist with document preparation and record management.
- ·Maintain operational filing systems and databases.
- ·Ensure operational documentation is complete and accessible.
- System Accuracy
- ·Ensure all information within SM8 and associated systems remains accurate and up to date.
- ·Identify and report system or process issues affecting operational efficiency.
- Customer Service
- Customer Communication
- ·Respond professionally and promptly to customer enquiries.
- ·Provide updates regarding jobs, quotations, and service delivery.
- ·Assist customers with routine account and service-related queries.
- ·Ensure customers receive timely and helpful support.
- Customer Support
- ·Build positive relationships with customers.
- ·Provide a professional and friendly customer experience.
- ·Work collaboratively with operational teams to resolve customer enquiries.
- ·Escalate customer concerns where appropriate.
- ·Support customers throughout the job delivery process.
- Customer Information
- ·Maintain accurate customer records.
- ·Record customer communications and updates within company systems.
- ·Ensure customer information is communicated effectively between departments.
- Ownership & Accountability
This role is accountable for
- Operational Administration
- ·Accurate processing of jobs within SM8.
- ·Maintenance of customer, building, and job records.
- ·Job administration and workflow support.
- ·Operational data accuracy.
- ·Supporting the efficient progression of jobs through company systems.
- Customer Service
- ·Professional handling of customer enquiries.
- ·Customer communication and updates.
- ·Customer service support throughout job delivery.
- ·Maintaining a positive customer experience.
- Escalation Responsibilities
- ·Escalating customer concerns requiring management intervention.
- ·Escalating operational issues affecting service delivery.
- ·Escalating financial discrepancies or payment concerns.
- ·Highlighting process inefficiencies and improvement opportunities.
This role supports the Operations and Customer Service functions but does not own operational resource allocation, commercial negotiations, pricing decisions, or strategic customer account management.
Continuous Improvement Responsibilities
All team members at FPS are expected to contribute to the ongoing improvement and growth of the business.
Responsibilities include
- ·Identifying opportunities to improve customer service.
- ·Highlighting operational inefficiencies and process improvements.
- ·Sharing ideas that improve profitability, service delivery, and administrative efficiency.
- ·Raising concerns where systems, procedures, or workflows can be improved.
- ·Supporting business improvement initiatives.
- ·Participating actively in team and company meetings.
- ·Taking ownership of personal development and continuous learning.
- ·Contributing ideas that support customer satisfaction and business growth.
- Key Performance Indicators (KPIs)
- ·Accuracy of SM8 job processing.
- ·Timeliness of job administration.
- ·Accuracy of customer and site records.
- ·Reduction in administrative errors.
- ·Customer response times.
- ·Customer satisfaction.
- ·Resolution of customer enquiries.
- ·Quality of customer communication.
- ·Administrative accuracy.
- ·Process improvement contributions.
- ·Team collaboration and support.
- ·Adherence to company procedures.
- #J-18808-Ljbffr
Customer Success Team Member in Doncaster employer: Fresh Property Solutions Ltd
At FPS, we pride ourselves on fostering a collaborative and supportive work environment where every team member plays a vital role in delivering exceptional customer service. Located in a vibrant area, we offer competitive benefits, opportunities for professional growth, and a culture that values continuous improvement and teamwork. Join us to be part of a dedicated team that prioritises operational efficiency and customer satisfaction, ensuring a rewarding and meaningful career.
Contact Details:
Fresh Property Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Member in Doncaster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fresh Property Solutions 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 Fresh Property Solutions 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 Team Member in Doncaster
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 Fresh Property Solutions Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Fresh Property Solutions 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 Fresh Property Solutions Ltd!
How to prepare for a job interview at Fresh Property Solutions 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.
