ABOUT US
JAC Electrical Services is a well-established family business with over 30 years of experience in electrical testing, installation, maintenance, and catering equipment servicing and repairs across the commercial, industrial, and catering sectors. We take pride in delivering a comprehensive service package to our clients, enhancing efficiency and ensuring high standards.
As we continue to expand, we are seeking a resilient and highly organized Customer Service/Admin professional to join our busy team. This role is pivotal in upholding our commitment to excellent service by managing client interactions, ensuring timely response to client needs, and continuously improving our customer service processes. Our work environment is fast-paced, and the ideal candidate will thrive under pressure while maintaining excellent service standards.
JOB DESCRIPTION
As a Customer Service/Admin lead you will be the focal point of our operations, managing customer interactions, scheduling, and various administrative tasks, ensuring our clients receive exceptional support throughout every interaction with JAC Electrical Services. This role requires someone who can multitask, stay calm under pressure, and be comfortable in a busy, dynamic environment.
The successful candidate will have strong problem-solving skills, excellent communication abilities, and a proactive approach to customer satisfaction.
KEY RESPONSIBILITIES
1. Customer Service Operations:
o Oversee the day-to-day operations of the customer service department, ensuring all client inquiries and service requests are handled professionally and promptly.
o Responding to a high volume of customer calls, emails, and inquiries.
o Develop and implement customer service policies, procedures, and best practices to improve response times and customer satisfaction.
o Processing customer payments and invoices promptly, with accuracy.
o Maintaining up-to-date customer records and ensuring accurate data entry.
2. Client Interaction and Relationship Management:
o Develop strong, positive relationships with clients, ensuring their needs are met at each touchpoint.
o Act as the escalation point for complex client concerns or complaints, working directly with clients to resolve issues swiftly and satisfactorily.
o Identify trends in customer feedback and implement solutions to prevent recurrence.
o Collaborate with other departments (sales, operations, and finance) to ensure a seamless client experience and consistent communication.
3. Performance Monitoring and Reporting:
o Using software to book jobs and manage the diary for our team of engineers.
o Communicating with engineers to ensure smooth scheduling and operations.
o Scheduling and coordinating service visits for engineers, ensuring efficient use of time.
o Managing complex daily calendars and job schedules.
o Track key customer service metrics (such as response time, resolution time, and client satisfaction) to monitor and evaluate team performance.
o Generate regular reports on service outcomes and identify areas for improvement.
4. Process Improvement and Efficiency:
o Continuously analyse customer service workflows to improve efficiency and client satisfaction.
o Implement technology solutions, such as CRM and ticketing systems, to streamline service delivery and maintain accurate client records.
o Handling general administrative tasks such as filing, updating documents, and ensuring the smooth running of day-to-day operations.
5. Customer Feedback and Insights:
o Gather and analyse client feedback to understand their evolving needs and identify opportunities for enhancing service.
o Prepare and present insights to management to help shape customer-focused strategies.
6. Service Level Agreements (SLAs) and Compliance:
o Ensure adherence to SLAs, both internal and client-specific, to meet and exceed client expectations.
o Stay informed about relevant industry regulations and ensure the customer service team remains compliant.
REQUIREMENTS
* Experience in a busy, fast-paced work environment is essential.
* Previous experience in customer service or administrative roles.
* Strong attention to detail and problem-solving skills.
* A high level of proficiency in English (written and spoken).
* Excellent communication and interpersonal skills to handle client interactions with tact and professionalism.
* Proficiency with CRM systems and customer service tools; experience in managing a paperless environment is a plus.
* Strong analytical and problem-solving abilities with a focus on improving customer experience and operational efficiency.
* Ability to work in a fast-paced environment and handle multiple priorities.
* Knowledge of the electrical services industry or similar field is advantageous but not essential.
WHY JOIN JAC ELECTRICAL SERVICES?
At JAC Electrical Services, we value dedication, integrity, and a passion for delivering exceptional service. As part of our team, you will have the opportunity to work with a close-knit group, benefit from a supportive company culture, and make a meaningful impact on the quality of our client service.
HOW TO APPLY
If you’re ready to bring your expertise in customer service to JAC Electrical Services, we’d love to hear from you! Please submit your CV and a cover letter detailing your experience and why you’d be an ideal fit for our team.
Job Type: Full-time
Pay: £25,000.00-£35,000.00 per year
Benefits:
* Company pension
* On-site parking
Schedule:
* Monday to Friday
Work Location: In person
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