Customer Services Administrator
Job description
This role has various work patterns ; Monday - Friday (8am-4pm, 9am-5pm, 10am-6pm) to be discussed at interview
We are currently seeking a highly motivated and customer-focused individual to join our team as a Customer Service Administrator. As a key member of the Shared Services team at OCS Group UK Limited, you will be responsible for providing exceptional customer service support to both internal and external customers for the OCS Helpdesk. The role will be based at Trafford Bank House in Manchester, with the successful candidate reporting to the Team Leader.
Key Responsibilities:
Manage a high volume of transactions via various communication methods including telephony and web traffic for a facilities management Helpdesk via a CAFM system
Take ownership of the end-to-end resolution of all query types meeting agreed SLA’s & KPI’s where applicable, delivering customer service excellence at all times
Responsible for a portfolio of high-profile clients raising various types of service requests for the hard and soft services we deliver to our clients
Be self-motivated, able to work under pressure and able to work under your own initiative as well as being a team player
Computer literacy, professionalism and excellent communication skills are fundamental elements of this role
Ensure compliance with GDPR standards
Handle complaint and compliment handling
Collate and prepare weekly/monthly client reports to agreed SLA timescales
Knowledge of the differing OCS Group Services to log requests to the correct service stream for action and resolution
Key Requirements:
Excellent knowledge of Microsoft Office/Excel
Excellent Customer Service track record
Previous experience in a call handling environment
Time Management
An excellent command of verbal and written communication skills
Ability to work under pressure
Flexible can-do attitude
High degree of accuracy
Team player
Commitment to achieving results
Positive attitude
Problem solver
Education and Experience:
O level / GCSE Standard or equivalent (English & Maths)
NVQ in Customer Services an advantage
Experience in a hard/soft services environment is advantageous
Health & Safety Duties:
Participate in any communication activities through formal and informal channels on safety matters to ensure that there is a free flow of ideas
Ensure that the OCS safety image is reflected positively through your actions
Acknowledge and accept a personal responsibility for safety
Take responsibility for reviewing the safe system of work prior to the commencement of the work activity
Take responsibility for ensuring that plant and equipment is maintained and fit for purpose
Raise any concerns over Health & Safety breaches in accordance with Company Procedure
Group Safety Support: You will be required to work closely with the Group Health and Safety team who are available to provide safety advice and support
Other Details:
Drivers License: Yes
Flexible Working: Yes, with potential for overtime out of hours
If you have a passion for delivering exceptional customer service and are looking for a challenging yet rewarding role, we encourage you to apply for this position. As part of the OCS team, you will have access to training and development opportunities to help you grow and progress within the company.
