Job Description

General Duties & Responsibilities:

• Update and maintain the Company planner and schedule service visits: Check all scheduled works have parts delivered and customer advised of attendance. Review scheduled visits and gaps identified with the Field Service Manager weekly, develop rapport with staff and clients to support effective coordination. Maintain excellent levels of communication with customers and colleagues.
• Monitor the Customer Service inbox: Categorise emails and respond efficiently and effectively, allocate emails amongst the team accordingly, Ensure timely turnaround of all requests
• Process incoming purchase orders: Acknowledge receipt of order to the customer, set up job on system, set up associated folders on a shared drive, order parts by raising purchase orders to suppliers, update internal records and keep customers informed. Processing of internal requisition forms.

Person Specification

• Focussed on consistent delivery: Identifies the needs of customers to provide the right information and support
• Accountable: Prioritises work and can support the shared responsibilities required of the Customer Service team
• Analytical: Recognises potential problems and develops solutions promptly
• Resourceful/Creative: Proactively reviews processes and procedures and offers constructive suggestions for improvement
• Communication: Expresses themselves clearly and effectively when speaking and/or writing to customers, colleagues, and the leadership team fairly and consistently. Comfortable using a broad range of communication styles and chooses effective ways to communicate to audiences in all situations
• Professional: Represents the Company positively in speech and conduct and wants to make a real difference to the Company’s success
• Demonstrates integrity: Listens attentively and asks questions to understand other people’s viewpoints and delivers to agreed expectations
• Adaptable: Maintains effectiveness in an ever-changing environment and can manage competing priorities
• Attention to detail: Able to focus on tasks and responsibilities, no matter how small, and thoroughly review work to ensure accuracy
• Proactivity: Planning and preparing for upcoming tasks and noticing when others may need help.

Training & Personal Growth:

• Job Logic training
• BMS overview training
• Role-specific process training

Skills and Experience:

• Previous experience in customer service and office-based roles is essential
• Computer literate with excellent command of Microsoft Office programmes with particular focus on Word & Excel
• Experience with Job Logic (desirable) or use of CAFM systems
• Excellent written and verbal communication skills
• Ability to build and maintain relationships with clients and colleagues
• Excellent attention to detail, ensuring accuracy in all documentation and deliverables
• Adaptable approach to different situations and the level of capability of others
• Ability to work autonomously and/or as part of a team

Working Pattern:

• The role is office-based (Horsham)
• From 8:30am to 5:00pm, Monday to Friday
• Enhanced holiday, 25 days plus bank holiday (full-time, per annum)
• This list is not exhaustive and from time to time you may be asked to carry out additional duties appropriate to the nature and scope of the position

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Application question(s):

• Please list the CRM or CAFM systems that you have had experience with.

Experience:

• Microsoft Outlook & Teams: 2 years (required)
• Microsoft Office: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location:

 In-person