Service Administrator

We have a fantastic opportunity for a Part- Time Service Administrator to join our team here at Nisbets.

As a Service Administrator, you will be key to ensuring our customers receive a best-in-class service by taking ownership for allocated accounts. You will get to work with a very collaborative and supportive team, who really do live and breathe the true meaning of teamwork, where everyone pulls together to get things done. We would love to hear from existing employees who has a strong customer service background with good technical problem-solving skills who are looking for a new challenge

We recognise that people are our biggest asset, and we aim to offer a supportive work environment in which all people can thrive. We therefore support a hybrid working model after a period of training.

This role is a part-time role working 3 days a week Monday, Wednesday & Friday (23.25 hours) – once trained 1 of the days can be supported by working from home

Key Accountabilities

• Act as the first point of contact for our customers, taking responsibility for processing each call or QMS through to a satisfactory conclusion.
• Overseeing the day-to-day service calls and liaising with customers and engineers.
• Utilising service management software including Asolvi Service Centre and Outlook.
• Manage a set of allocated accounts to ensure you deliver best-in-class service.
• Follow each job from the point of acceptance, entering and allocating on our maintenance management software, to preparing for invoicing once completed.
• You will be the main point of contact for your accounts, as well as the engineers attending the calls, providing ETA’s and updates as necessary.
• Liaising with engineers, suppliers, and customers to ensure end-to-end customer and account management of workload, delivered to our customers in an appropriate timeframe.
• Effective and efficient key account management of core customer base
• Raising, investigating, and resolving invoices and invoice disputes
• Undertake additional Service activities as requested by the Service Team Leader

Capabilities, Skills and Experience Required

• Someone who is able to remain calm under pressure and who can multitask whilst thinking outside the box to achieve the best resolution for the customer
• Experience of working with is Microsoft Office suite is essential, especially Outlook.
• An excellent standard of written and spoken English is essential.
• Confident user of multiple systems with the ability to pick up new software quickly
• Demonstrable customer service experience both through telephone and Email
• Strong attention to detail

Benefits

• Competitive base salary with an annual performance related bonus which can be up to 3%
• 25 days holiday plus your birthday off! (Pro- rata)
• The option to earn a maximum of 4 additional days holiday or a cash bonus, based on your attendance. (Pro- rata)
• Heavily subsidised canteen on site serving a range of hot food and drinks
• Access to discounts and cashback across hundreds of retailers via our platform called The Kitchen
• Huge discounts on our full range of products, with up to 60% off our own brand labels
• Access to a confidential Employee Assistance Programme with Health Assured offering 24/7 advice and guidance
• On going training and support through our learning management system which houses a broad range of courses and content, with the chance to also take industry recognised qualifications