Customer Service and Planning Administrator
- Bishop's Stortford, Hertfordshire
- £27,000 per year
- Permanent
- Full-time
Location: Bishop's Stortford
Start Date: ASAPHybrid - 1 day working from home & 4 days in the officeExcellent Benefits including 25 days holidays plus Bank HolidaysSalary: £27KMy client, a well-established and customer-focused organisation based in Bishop's Stortford, is seeking a proactive and detail-oriented Customer Service & Planning Administrator to join their team immediately.This is a key role within the Customer Service & Planning team, responsible for ensuring that every customer interaction is handled with professionalism, efficiency, and care. You'll be the central point of coordination between customers, engineers, and internal teams-ensuring smooth operations and exceptional service delivery.Experience of creating customer accounts, log customer requests, manage contracts, order equipment, understanding invoice and purchase order processes, administrate customer files and handle customer complaints is necessary in this role. You will also have experience and be good at planning service calls and call out activity of field-based engineers and contractors ensuring optimisation of resource within a geographical area.Key Responsibilities:
- Deliver outstanding customer service across all channels, ensuring a positive experience at every touch point
- Accurately log service and repair call outs, ensuring timely responses and resolution
- Work in line with customer contracts and service level agreements (SLAs)
- Order and coordinate the delivery of equipment to support engineering operations
- Record, manage, and escalate customer complaints in a professional and timely manner
- Plan and schedule service visits and emergency call-outs for field-based engineers and contractors
- Ensure optimal use of resources within designated geographical areas
- Maintain accurate and up-to-date customer files and account records
- Liaise with the sales team to ensure smooth communication regarding equipment placement and service updates
- Understand and follow internal invoicing and purchase order procedures
- Monitor and manage workload exceptions to maximise productivity
- Collaborate with leadership and stakeholders to measure and improve field service effectiveness
- Conduct proactive customer calls to reduce cancellations and improve service efficiency
- Champion new systems and processes, contributing to continuous improvement initiatives
- Previous experience in a customer service or service planning role,
- Strong organisational and multitasking skills with a keen eye for detail
- Excellent communication skills, both written and verbal
- Confidence in handling customer queries, complaints, and escalations
- A reactive and solution-focused mindset
- Familiarity with CRM systems and planning tools
- Ability to work well under pressure and adapt to changing priorities