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Junior Customer Excellence and Business Administrator
Job Posted: a day ago
Salary: £ 21,600 - 21,600 / Annum
Job Type: Permanent
Location: B70, Wednesbury, Sandwell
Expire in: a month
Job Description
Job Title: Junior Customer Excellence and Business Administrator (Apprenticeship Opportunity)
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Primary Quality objective of this position:
To aid the company in the delivery of after sales care. This includes dealing with customer complaints, logistics, customer enquiries, team administration and reception duties all within an agreed time scale, ensuring a high level of service and customer satisfaction is achieved.
Primary Administration Objectives
* Provide administrative support to Customer Service Excellence and Quality Team.
* Coordinate and liaise with customer’s regarding delivery shipments, updates, PODs and complaint responses
* Carry out reception duties (Going forward)
Reporting to and their job title: Customer Excellence and Office Manager
Number of reports: 0
Location: Great Bridge
Contract Hours : 0800 – 16.30 Monday to Friday. 40 hours
Environment: Busy Distribution Office
Key Activities- General:
* Complaints and Enquires - Assist with the receipt, investigation, recording and outcome on business system (Odoo) ensuring all information is recorded and passed to the Customer Service and Administration Co-Ordinator.
* Liaise with customers over the telephone and via emails, ensuring high levels of service.
* Processing proof of deliveries – ensuring they are received by the customer and providing support in all aspects of courier liaisons.
* Identify customer needs to ensure complete customer satisfaction.
* Monitor FAS Customers and Logistics inboxes.
* Provide excellent after sales and support services.
* Provide administration support to Quality Team Leader.
* Use correct processes to ensure all enquires are handled and managed from identification through to resolution, in an effective and professional manner.
* Ensure the requirements of ISO9001:2015 standards are maintained and any changes are requested and reported.
* Assist with Customer Service Excellence requirements and projects.
* Ensure the quality and accuracy of all information is accurate and timely.
* Maintain filing systems for all documentation – Electronically.
* Carry out reception duties.
* Promote customer focus through the organisation, keep focus on OTIF 99% 3-year target.
* Comply with Health and Safety responsibilities defined in the company Health and Safety policy.
Education / Qualifications
Good Basic standard of education required – 5 GCSE or more with including English & Mathematics grade C (5) or above.
Employee to undertake Business Administration NVQ qualification
Essential Experience
Forward facing employment/work experience
Computer literate (Microsoft Office - Excel, Word, PowerPoint)
Strong communication and presentation skills.
Desirable Experience
Knowledge of Quality Systems and processes
Knowledge of ISO 9001:2015 standards.
Additional - Required Skills
Driven to achieve results.
High level of Consistency and Accuracy
Numerate with good accuracy and attention to detail.
Extremely high standards of courtesy.
Must be self-disciplined to work to tight deadlines and within set procedures.
Personal Attributes
Must be willing to learn and develop personal knowledge.
Self-motivated with a strong focus on quality and improvement
Have positive energy, motivation and enthusiasm with a pro-active attitude and the ability to work under own initiative.
Must be a strong team player with good interpersonal skills and able to communicate at all levels.
Excellent customer focus, capable of going the extra mile.
Key Measurables
Quality related KPI’s
OTIF – 97%
Quality complaints – 98%
Maintenance of grades in accreditation auditsBefore You Apply
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- Bank details.
- National Insurance number.
- Date of birth.
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