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- Tasks: Be the go-to person for client service queries and ensure top-notch service delivery.
- Company: Join Just Ask Estate Services, a leading provider of cleaning and grounds maintenance since 1973.
- Benefits: Enjoy a supportive work environment with opportunities for professional development and career growth.
- Why this job: Make a real impact by enhancing client satisfaction and working with a dynamic team.
- Qualifications: Experience in customer service and CRM software is essential; strong communication skills are a must.
- Other info: Work 37.5 hours a week with flexible start times; perfect for balancing studies and work.
The predicted salary is between 30000 - 42000 £ per year.
Byfleet, United Kingdom NEXGEN GROUP – HQ
About the job Client Services Administrator
Location: Byfleet, KT14
Working hours: 37.5 hours a week, 8am/8:30am – 4pm/4:30pm
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.
Responsibilities
- 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
What are we looking for?
- 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
About Us
Just Ask Estate Services (est. 1973), part of the Nexgen Group, is an award-winning provider of professional Cleaning and Grounds Maintenance services to the public and private sectors. We recognise that investing in our people is our most important asset, which has enabled us to achieve \’Investors in People – Gold Standard\’.
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Client Services Administrator employer: Nexgen Group
Contact Detail:
Nexgen Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Administrator
✨Tip Number 1
Familiarise yourself with CRM software, especially Salesforce, as it's crucial for managing client communications and enquiries. Consider taking a short online course or tutorial to boost your confidence in using these tools effectively.
✨Tip Number 2
Brush up on your communication skills, both verbal and written. Practising how to handle client complaints and queries can set you apart, so consider role-playing scenarios with friends or family to enhance your response strategies.
✨Tip Number 3
Research the Nexgen Group and Just Ask Estate Services to understand their values and service standards. Being able to discuss their commitment to quality and excellence during your interview will show that you're genuinely interested in the role.
✨Tip Number 4
Network with current or former employees of Nexgen Group on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can help you tailor your approach when applying and interviewing.
We think you need these skills to ace Client Services Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in helpdesk or call centre environments. Emphasise your familiarity with CRM software and any specific achievements that demonstrate your ability to manage client communications effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Client Services Administrator role at Nexgen Group. Mention your understanding of their commitment to quality service and how your skills align with their needs, particularly in managing client relationships and resolving issues.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application that demonstrate your verbal and written communication skills. This could include experiences where you successfully managed client enquiries or resolved complaints.
Highlight Technical Proficiency: Mention your high level of computer literacy, especially with Microsoft Office applications. If you have experience with specific CRM systems like Salesforce, be sure to include that as well, as it will show you are prepared for the technical aspects of the job.
How to prepare for a job interview at Nexgen Group
✨Know the Company Inside Out
Before your interview, make sure to research Nexgen Group thoroughly. Understand their services, values, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Demonstrate Your Customer Service Skills
Since the role focuses on client services, be prepared to discuss your previous experiences in customer service environments. Share specific examples of how you've handled client enquiries or complaints, showcasing your problem-solving abilities and communication skills.
✨Familiarise Yourself with CRM Software
As the job requires experience with CRM software, particularly case and workflow management, brush up on your knowledge of such systems. If you have experience with Salesforce or similar platforms, be ready to discuss how you've used them to manage client interactions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle real-life situations. Think about potential challenges you might face in this role, such as managing a difficult client or coordinating with subcontractors, and prepare your responses accordingly.
