Client Services Administrator

• 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

• 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

Nexgen Group