Customer Support Administrator
Brentwood, Essex
£25000 to £28000
Monday - Thursday 8.30am-5pm, Friday 8.30am-3.30pm
Excellent benefits packing including 26 days holiday + Bank Holidays, private healthcare and pension scheme!
Monitor the Customer Services Inbox.
Receive and log results of all telephone calls, emails and portal enquiries from Customers.
Ensure the preparation and issue of the weekly defects report.
Provide feedback to the technical department in relation to defective materials, design errors etc.
Ensure the correct allocation of work to the Customer Support operative team, the existing site teams and/or contractors.
Oversee the work of contractors and report on poor contractor outcomes to the Customer Director.
Balance and co-ordinate scheduling.
Ensure materials are available as required to facilitate remediation.
Maintain reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place.
Address unsuccessful/poor remediation of customer issues. Escalate as required.
Undertake defect reporting of defects which are reoccurring.
Monitor customer and issue handling; maintain high standards of Customer Service.
Follow the complaints and escalated complaints procedure.
Refer challenging or complex customer issues to management.
Order materials, process PO's and invoices as required.
Undertake any contra-charging and raise payment requests as ...