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Job Description Customer Services Administrator


INSERT ORGANISATION NAME & LOGO

 

JOB DESCRIPTION

Job Title

Customer Services Administrator

Line Manager/ Reports to

Insert as applicable

Team/

 Department

Customer Services  or Insert as applicable

Location

Head office in Braintree or such other location that may be required of the job role

Website details can be inserted here

Job Ref & about the organisation  

Social Media info etc 

Core Objectives

Providing general administrative support to the customer service team.

 

Main Tasks/Duties and Responsibilities 

 

 

Day to day responsibilities as agreed with your Line Manager to include:

– assist in the effective liaison, support and assistance between customer services department and rest of organisation, maintaining mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities, using the CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements

– provide general administrative support to the team to include filing, data entry, typing and assisting in the management of communications and paperwork, managing diaries, assisting with travel arrangements/organisation, looking after visitors and assisting with general reception and telephone duties

– assist Line Manager to make improvements and implement required changes

– assist Line Manager to liaise with external agencies relation to customer service matters

– reporting (content and format as agreed) on a monthly basis or as otherwise required

– achieve agreed personal targets and assist Line Manager to achieve team targets

– ensure compliance to relevant codes, legislation, and procedures including health and safety

– maintain accurate records/documentation associated with your work

– immediately report problems/failures that may impact on the organisation and/or its clients/customers to Line Manager

– meet your targets and contribute to those of the team as a whole

– contribute towards the smooth running of the team

– responsibly use resources and control expenses to meet agreed budgetary controls

– adhere to all organisation policies and procedures

– interact and co-operate with all members of the organisation, its suppliers and clients/customers

 

From time to time you may be expected to be part of special projects as are reasonably required of your job role.

You are responsible for your allocated workload and must meet all targets as agreed with your Line Manager. You must contribute towards the smooth running of the organisation generally.

Hours

Your usual hours will be from 9am to 5pm. However you will be expected to work as and when is necessary to meet the needs of the team and your targets.

Insert if applicable Your job will be a mixture of travel and office based.

Secondary Tasks/duties

 

 

 

 

The role is part of the whole organisation team and as such requires you to use perform such reasonable tasks that are required, as and when necessary, to maintain, promote, develop and expand the business of our organisation and its interests generally.

 

You must carry out your duties to the best of your ability, having consideration for the needs of your colleagues, the organisation and its customers/clients. You must obey all lawful and reasonable orders given to you and comply with the organisation’s rules, procedures and policies

Management / supervisory responsibilities

People or equipment

 

Equipment

You are responsible for the equipment provided to you for use in your job role and to your team. This means you must ensure that equipment is used in accordance with training provided, the organisation’s policies and procedures and the law. You are responsible for ensuring that any equipment used by the team is maintained and can be used/operated at all times.

 

Essential Abilities/ Competencies of this job role

You need

– qualifications sufficient to perform the job role – insert as applicable

– languages required – insert as applicable e.g.  English, Welsh

– experience in this type of job role – insert as applicable e.g.  minimum 1 year

– good understanding of  administration and the office environment generally

– an understanding of compliance issues and  how a customer service team works

– high integrity and honesty in all dealings

– good analytical, interpersonal, organisational and communication skills

– basic project management skills

– ability to work under pressure

– full driving licence

insert anything else as required e.g. particular computer/software skills

 

You need to have and maintain (with regular training and updates as necessary) the knowledge, technical skills and qualifications that are necessary to perform your job role to comply with the requirements of the organisation and any applicable rules, regulations (particularly of any professional body) and with any law which applies to your job role.

Special working Conditions

You may be expected to work in accordance with the organisation’s overtime policies

Insert following if applicable – The nature of your role will require you to travel within the area that your team covers. However, from time to time you may be expected to travel outside that area as the job role requires

 

Salary level C – £17,000
Benefits insert details of any benefits

Approved by Name

John Smith

Job Role

Insert details as applicable

Date approved

10/11/2012