Client Service Advisor (Swindon, UK)
Summary of Job Role:
As a Client Service Advisor your primary responsibility is to be the first point of contact resolution for customer queries. Utilize company and word systems to raise service orders to send to field engineers to complete machine fixes and update to the customers within Key Performance Indicators (KPI’s) You will learn all first line technical on all the equipment to best assist the customer and reduce engineer call outs.
As a Client Service Advisor, your main role is to serve as the initial point of contact for customer inquiries, ensuring prompt resolution. You'll utilize company systems to generate service orders for field engineers to address machine repairs efficiently, all while meeting Key Performance Indicators (KPIs). Additionally, you'll acquire comprehensive knowledge of first-line technical support for all equipment to better assist customers and minimize engineer callouts.
Overall KPS’s/ PI’s
Key Performance Indicators (KPI’S)
1. Achieve 100% call answer rate within 10 seconds of connection
2. Respond to external and internal emails within 1 hour of receipt.
3. To inform customers of delayed attendance within 30 minutes of being informed.
Performance Indicators (PI’S)
1. Arrange despatch of signal tests within 1 working day
2. Inform Scheduler of job cancellations within 30 minutes of being informed.
Responsibilities
Customer Support
• Generate quotations for upgrades, machine repairs, and 4G upgrades requested by
customers.
• Maintain regular communication with customers and internal departments to provide
updates on the progress of outstanding orders.
• Arrange conference calls with external teams and customers to discuss project work.
• Demonstrate proficiency in machine technologies and software require for order
facilitation and upgrades.
Engineers Support
• Answer telephone calls/emails from engineers.
• Assign jobs to engineers when requested.
• Send engineers signal tests to carry out site surveys.
• Raise service orders upon engineer request.
Admin Support
• Use internal systems to report machine faults from customer and internal requests.
• Ensure daily organisation of inbox to streamline communication and task management.
• Keep all relevant spreadsheets updated consistently to ensure accurate record keeping.
• Send despatch notes to Stores department.
• Inform Scheduler of vandalism assessments to schedule within customer time frame
expectation.
Cross Function Support
• Assist product configuration team load jobs for large scale orders.
• Complete beyond economical repair forms to send to the customer ad Contracts
Coordinator.
Health & Safety
• Ensure H&S procedures are followed and that all employees are adequately trained. Liaise
with Facilities Manager as required e.g. in the event of an accident.
• Ensure a safe working environment for staff, customers and visitors to store premises.
• Conduct risk assessments in all areas.
• Ensure accident handling/reporting procedures are followed.
Required Competency and Behaviours
• Leadership
• Results Focus
• Planning & Organising
• Developing self and others Leadership
• Customer Focus
• Planning & Organising
• Results Focus
• Adaptability and Flexibility
• Understanding Self and Others
• Team work
• Influencing
• Communication
• Business awareness
• Thinking & Problem Solving
