Job Description

JOB TITLE: Customer Support Administrator

REPORTING TO: Customer Service Manager

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Job Purpose

Our Customer Support Team are part of the first line of our business-to-business service that puts the customer at the heart of everything we do here at Agilitas. You will be liaising with internal departments, including inventory/logistics to deliver a world class experience to our very diverse customer base. You will work as the primary interface between Agilitas and our customers with the aim of delivering the highest levels of customer service to meet our contractual service level agreements as well as commercial and satisfaction targets.
 

Main Duties and Responsibilities

• Responsible for monitoring and progressing all orders in line with contracted requirements which come into customer services through a variety of channels including internal and external systems, email, and telephone. You’ll work as part of our customer services department on various contracts in partnership with both internal stakeholders and external 3rd party suppliers including engineers, couriers and suppliers supporting our delivery excellence ethos. 
  • To manage the end-to-end customer support experience within agreed SLAs and KPIs
  • To follow standard documented processes and procedures as required
  • To record all customer interaction within company systems
  • To use the relevant IT tools as provided and required
  • Take ownership of operational customer issues through to full resolution within agreed customer service level agreements and KPIs.
  • Adhere to agreed levels within the escalation process, seeing through to satisfactory completion as required
  • Demonstrate a strong and clear understanding of contractual obligations for each customer.
  • Build strong working relationships with contractual customers and internal/external stakeholders.
  • Complete essential administrative tasks associated with the role within the agreed timescales.
  • Any other duties commensurate with the nature and scope of this role as requested.

  This list is not exhaustive, and you may be required to undertake any other duties as reasonably required.

Technical Specification

• Proven knowledge and understanding of relevant industry standards and KPI’s aligned with delivery first class customer experience support
• Experience within the IT industry desirable, but not essential
• Proven and demonstrable customer services experiences in a business to business or commercial setting
• Excellent interpersonal and communication skills (written and verbal)
• Adept at working to tight deadlines.
• Proficient in Microsoft packages (particularly Word and Excel)
• Experience of using Freshdesk desirable, but not essential
• We use Morse our bespoke ERP system, experience of working within an ERP structure desirable, but not essential
• SC clearance desirable, but will be a mandatory requirement of the role

Person Specification

• Self-motivated, positive, and proactive attitude and a great team player
• Excellent accuracy and high attention to detail
• Excellent planning and administrative skills with the ability to work under pressure
• Ability to multitask across multiple platforms and systems
• Ability to use initiative and problem solve.
• Has passion and ability to grow product awareness.

Hours of work:

The Customer Support Team, work from Monday to Friday on a rolling shift pattern, so some public holiday working will be required.

This is an office-based role, primarily as part of onboarding, before moving to a hybrid based role, working 3 days a week in our offices at Glaisdale Parkway, Bilborough, Nottingham.  We operate a shift pattern and across 8.30 am and 6 pm.  A 6am–2pm shift is only offered after completion of probation and successful completion of security clearances.

 
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If you would like to apply for this role, please send your CV and credentials below:

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