Customer Support Administrator

Deliver an outstanding customer experience, from our office in Bathgate, as the first point of contact, supporting customers with enquiries, appointments and issue resolution from first contact through to completion.

Key Responsibilities

• Working as part of a team to manage all inbound calls to the business, routing these to the relevant departments using our CRM to answer customer queries.
• Ad Hoc outbound dialing to support business needs.
• Manage inbound/outbound calls in line with departmental KPI’s.
• Dealing with emails in a timely manner, follow up and closure.
• Support the successful resolution of customer enquiries and complaints orally and written.
• Deliver to agreed contract service levels.
• Manage challenging, sensitive, and escalated calls to support customers through their journey.
• Promote a customer facing culture to deliver a first-class service.
• Build and maintain excellent relationships with customers/clients.

Key Skills & Experience

• Previous experience in contact centre sales or other telephone based environment.
• Customer journey experience.
• Exceptional communication skills with a genuine interest in helping and supporting people.
• Organised and efficient with excellent attention to detail.
• Proficient Microsoft Outlook, Excel and Word, and PowerPoint.

What We Offer:

• £26,227.50 per annum - 37.5 hour week
• Pension scheme, Life assurance & access to flexible benefits scheme.
• 32 days annual leave (Inc. statutory bank holidays, Christmas/New Year Closure)
• Employee Assistance Programme with 24 hours telephone and online access
• Access to Flexible Benefits Scheme (including discount to retailers, bike to work scheme and many more)

About Sureserve: At Sureserve, excellence is not just an expectation; it's our standard. With a driven team of nearly 850 professionals, we are at the forefront of providing stellar asset and energy services across the UK. Our mission is simple yet powerful: to elevate the quality of life in the communities we serve by innovating and improving the spaces where people reside, work, and gather.

Working with an Equal Opportunity Employer Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Please note, Eligibility to work in the UK is required, and candidates will undergo employment screening prior to starting employment.