Customer Service Administrator
Job Description
Reporting to the Customer Service Manager, the Customer Service Administrator provides high quality administrative and customer service support to the regional Customer Service team. Reporting to the Customer Service Manager, this role acts as a first point of contact for customers and supports the coordination of remedial works to ensure customer satisfaction is maintained.
Key Responsibilities
- Acting as a first point of contact for customers reporting maintenance or defect issues
- Receiving and handling customer calls, ensuring all interactions are recorded accurately on the Salesforce database
- Coordinating remedial works with purchasers, nominated trades, maintenance and construction teams
- Monitoring progress of maintenance works and keeping customers informed throughout the process
- Taking ownership of customer enquiries to ensure issues are resolved efficiently and within agreed timescales
- Preparing and processing invoices, surveys and associated documentation, ensuring deadlines are met
- Maintaining accurate administrative records and supporting effective case management
- Escalating feedback, recurring issues or customer concerns to the appropriate department where required
- Providing general administrative support to the Customer Service team to support overall service delivery
Knowledge, Skills & Experience
- Previous experience in a customer service or administrative role
- Strong organizational skills, with the ability to manage workload effectively and work under pressure
- IT literate, with competent use of customer databases and Microsoft Office applications
- Excellent written and verbal communication skills
- Confident, professional and assertive approach when dealing with customers and colleagues
- Flexible approach to workload and changing priorities
- Experience of using Salesforce or a similar CRM system
- Experience working within a housebuilding or construction environment
- Understanding of the housebuilding or build process
