Customer Excellence Administrator

8am-5pm Monday to Friday. 40 hours

Role Purpose:

To provide an efficient, professional and customer focused service across all after sales customer enquiries, complaints and logistics queries. The role is responsible for ensuring customer issues are accurately recorded, investigated and resolved within agreed timescales, whilst maintaining high standards of administration, communication and service quality.

This role also supports the Customer Service Excellence and Quality functions, contributing to continuous improvement, ISO9001 compliance and the achievement of key customer service and operational KPIs.

Key Responsibilities - General:

Customer Excellence & Complaints

· Receive, record, investigate & respond to customer complaints, enquiries & service issues.

· Ensure all complaints & customer service interactions are accurately recorded within Odoo.

· Liaise with customers by telephone & email, providing professional & timely responses.

· Coordinate with internal teams & external couriers to investigate and resolve issues.

· Provide customers with accurate delivery updates, shipment information & PODs.

· Maintain ownership of enquiries from initial identification through to satisfactory resolution.

· Identify recurring issues and escalate trends or significant concerns to the appropriate manager.

· Ensure agreed response & resolution timescales are consistently achieved.

Administration & Logistics Support

· Monitor & manage customer service & logistics related inboxes.

· Assist with training diary management.

· Reception duties

· Process & maintain accurate proof of delivery documentation.

· Ensure customer & shipment information is accurate, complete and up to date and communicated to the customer.

· Provide administrative support to the customer excellence and wider teams.

· Maintain electronic records in accordance with company procedures.

· Support effective communication between customers, internal departments & courier partners.

· Assist with invoicing when required

Quality (ISO9001) & Continuous Improvement

· Support the implementation & maintenance of the company’s Quality Management System.

· Ensure activities are carried out in accordance with approved company procedures and ISO9001 requirements.

· Maintain accurate and controlled documentation and records.

· Identify opportunities for improvement & contribute to corrective action and continual improvement activities.

· Support customer excellence projects and continuous improvement initiatives.

· Support the company’s customer focus KPIs.

· Promote customer focused culture across the organisation.

Qualifications & Experience

Essential

· GCSEs (or equivalent) including English and Mathematics at Grade 5/C or above.

· Previous experience in a customer service, administration or similar role.

· Good working knowledge of Microsoft Office, particularly Excel and Word.

· Excellent written and verbal communication skills.

Desirable

· NVQ or equivalent qualifications in customer service, business administration or a related subject.

· Experience withing a distribution, logistics or service environment.

· Experience of working with CRM, ERP or customer service systems.

· Knowledge of Quality Management Systems.

· Understanding of ISO9001.

Skills & Competencies

· Excellent customer service & relationship building skills

· High level of accuracy and attention to detail. .

· Excellent organisational and time-management skills.

· Ability to prioritise and manage multiple tasks withing agreed deadlines.

· Ability to remain calm & professional when dealing with dissatisfied customers.

· Ability to follow defined procedures whilst identifying opportunities for process improvements.

· Strong problem-solving and investigative skills.

Personal Attributes

· Customer focused and committed to delivering a high standard of service.

· Proactive, positive and willing to take ownership.

· Reliable, self-motivated and able to work independently.

· Professional and approachable with strong interpersonal skills.

· Committed to learning, development and continuous improvement.

Key Measurables

· Quality related KPIs

· Customer service related KPIs

Benefits:

• Company pension
• Free parking
• On-site parking

Work Location: In person