Customer Support Administrator

at  Sureserve

CUSTOMER SUPPORT ADMINISTRATOR

At Everwarm, excellence is not just an expectation; it’s our standard. With a driven team of over 500 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. We’re currently seeking a Customer Support Administrator who shares our commitment to quality, service, and environmental improvement.

SKILLS AND EXPERIENCE:

• Inbound/outbound call center/customer service experience.
• 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.
• Enhanced Disclosure Check

ROLE OVERVIEW:

To be the first point of contact for customers contacting Everwarm with queries and complaints, dealing with bookings/appointments and entering data into company database.

MAIN DUTIES AND 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 difficult, sensitive, and escalated calls to support customers through their journey.
• Instill a customer facing culture to deliver a first-class service.
• Build and maintain excellent relationships with customers/clients.