Contact Centre Support Administrator

We’re looking for an organised and proactive Contact Centre Support Administrator to join our team in Witham, providing essential administrative and operational support to our Contact Centre and wider Sales teams.

This is a great opportunity for someone who enjoys working in a busy environment, has excellent attention to detail and takes pride in delivering great customer service. You’ll play an important role in ensuring customer orders, enquiries and administrative processes are handled accurately and efficiently, working closely with colleagues across the business to support our customers and keep day-to-day operations running smoothly.

You'll also have the opportunity to contribute to process improvements, support reporting activities and help us continually improve the service we deliver.

Main duties

• Provide day-to-day administrative support to the Contact Centre and wider Sales teams, ensuring tasks are completed accurately and efficiently.
• Process customer orders, including special orders, direct deliveries, prescriptions and other order types, in line with company procedures and relevant regulations.
• Maintain accurate customer records, ensuring all interactions and activities are recorded and updated within our CRM system.
• Handle customer enquiries, complaints and escalations across various communication channels, resolving issues promptly or escalating where appropriate.
• Support the processing of customer rebates, ensuring accuracy and timely completion.
• Assist with management information, reporting and data analysis to support the Contact Centre.
• Provide system guidance and operational support to our internal and field-based Sales teams.
• Work collaboratively with colleagues across different departments to resolve queries, improve communication and deliver a positive customer experience.
• Identify opportunities to improve processes, systems and ways of working, including potential automation opportunities.
• Contribute towards achieving departmental KPIs, quality standards and response time targets.

About you

• Previous experience in an administrative, sales support or customer service role.
• Excellent organisational and time management skills, with the ability to manage multiple tasks and priorities.
• Strong attention to detail, with a focus on accuracy and delivering high-quality work.
• Confident communication and interpersonal skills, with a professional and approachable manner.
• Strong Microsoft Office skills, particularly Excel, Word and Outlook.
• Good analytical skills, with the ability to work confidently with data and reports.
• A customer-focused approach, with the ability to handle enquiries and resolve issues effectively.
• Comfortable working independently and collaboratively as part of a wider team.
• A proactive approach to problem-solving and identifying opportunities for improvement.
• Experience using CRM systems would be advantageous.
• Previous experience within the dental industry would be beneficial but is not essential.
• GCSEs in Maths and English (or equivalent).

What we offer

• Comprehensive employee discounts portal for shopping, gym memberships and days out
• Interest-free SmartPay loan scheme
• Cycle2Work scheme
• 33 days’ annual leave (including bank holidays)
• An extra day off for your birthday
• Company pension scheme
• Dental plan
• Company sick pay, life assurance and enhanced family leave
• Eye care vouchers
• Mental health support and virtual GP service

Who are Dental Directory, part of DD Group?

Dental Directory is one of the UK's leading suppliers of dental and medical aesthetics products, equipment and services, with over 50 years of experience supporting healthcare professionals across the UK and Ireland. From everyday dental supplies and specialist equipment to engineering, training and compliance services, we provide the products and expertise our customers need to run successful practices and deliver excellent patient care.

As part of DD Group, we're also connected to a growing international network of businesses operating across the dental and healthcare sectors. With an expanding presence across the UK, Ireland and Europe, DD Group brings together specialist expertise, products and services to support customers across multiple markets. Our people are at the heart of this success, and by joining Dental Directory, you'll become part of a business that values collaboration, invests in its people and continues to grow and develop for the future.