Customer Care Administrator

Location: Sewell Group Head Office, Geneva Way, Leads Road, Hull, HU7 0DG

Hours: 37.5 hours per week; Monday to Friday 8:30am – 5:00pm (8am-4.30pm on a rota)

Salary: £25,500

Bonus: Up to 20% of annual salary per year, measurement based on personal and company performance

Role Overview

Reporting to our Customer Care Team Manager, the Customer Care Administrator will be part of the Customer Care and Administration Team for Sewell Facilities Management and will mainly be responsible for managing and coordinating reactive and planned maintenance tasks within our CAFM system, ensuring that clients receive full updates on tasks they have reported to the Customer Care Team. The successful candidate will also be responsible for providing general administration support to the wider team.

To learn more about Sewell Group and Sewell Facilities Management, please follow the link below:

Home – Sewell Group (sewell-group.co.uk)

Facilities Management experts – Sewell FM (sewell-facilitiesmanagement.co.uk)

Key Responsibilities

• Answer incoming customer calls for the Sewell Customer Care Team.
• Log tasks and requests as required from incoming calls.
• Respond to urgent and serious tasks, ensuring they are communicated to the relevant people.
• Provide updates to clients regarding tasks that cannot be completed by the estimated completion date.
• Provide proactive and regular updates to customers upon scheduling and dealing with planned and reactive maintenance tasks.
• Process all web requests and emails from internal and external customers.
• Manage and coordinate reactive and planned works, including liaising with the wider FM teams and subcontractors.
• Monitor completion of works and ensure relevant paperwork is collated, logged on CAFM and filed electronically.
• Asset management administration and record keeping, including reviewing reports and certification for the collection of further information relevant to Sewell FM jobs and facilities, and liaising as necessary.
• Collate reports internally and externally, relevant to the performance of Sewell FM reactive services.
• Raise reactive tasks from planned maintenance visits when required.
• Raising invoices against completed reactive maintenance tasks.
• Manage Mobile Maintenance Team and Facilities Office Team Holidays, including arranging cover for the Mobile Maintenance Team.
• Diary Management for the Maintenance Team.
• Provide general administrative support to the wider Facilities Team as and when requested.
• Provide holiday and sickness cover for the Customer Care Team.

Requirements

As well as exhibiting our company behaviours of being Positive, Professional, Customer Focused, a Team Player and Doing the Right Thing, the successful candidates will have the following:

Essential:

• Previous experience working in a customer service role
• Previous experience working within an administrative environment
• A strong belief in delivering great customer service
• A passion for working with people
• An excellent telephone manner
• A positive, approachable and professional attitude, appearance and demeanour
• The ability to work within a fast-paced customer led environment, and manage regular interruptions smoothly
• Excellent organisational and communication skills
• Be computer literate (Microsoft Office)
• Have the ability of work both as a team member, and alone in a busy working environment
• Possess a positive approach to learning, development and progression
• Have a flexible attitude towards hours worked and the interest in supporting the wider team during holiday and sickness periods

Desirable:

• Previous experience working within a maintenance, construction or FM business
• Previous experience working with key performance indicators (KPIs)
• Experience working on bespoke computer systems
• Full Driving Licence, valid in the UK

Sewell Group is an equal opportunities employer, recruiting within the guidelines of the Equality Act 2010. We are committed to the promotion of diversity and equal opportunity, as an employer and in the delivery of our products and services.

As a committed safe employer, an enhanced DBS (criminal record) check will be carried out for the successful candidate of this role.

Benefits

• Competitive pay
• Annual Bonus opportunity
• 25 days holiday (plus bank Holidays), rising with length of service to 30 days
• Being a Co-Owner of Sewell Estates, learn more here: Employee Ownership – Sewell Group (sewell-group.co.uk)
• Auto Enrolment pension
• Staff discounts
• High Street & Retail discount schemes
• Bike 2 Work Scheme
• Technology Scheme
• Paid Parental Leave and Sickness Absence schemes

Click here to take a look at our flexible reward and benefits offer!

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