Customer Service Advisor - Sentinel fire and security

L​ocation: Holton Heath

S​alary: £25,000 a year

Due to continued growth, Sentinel are recruiting for a service advisor to join the existing team on a 9 month contract basis to start, with potential for extention.

1. MAIN PURPOSE OF JOB

Sentinel are currently seeking an experienced Customer Service Advisor to work within the administration team and to ensure first-in-class customer service whilst upholding customer KPI’s and timescales.

You will have experience in working within customer facing administration teams and be process and target driven, with an eye for detail. The ideal candidate will also be creative with excellent organizational and computer literacy abilities.

2. POSITION IN ORGANISATION

Reports directly to the Operations manager; A pivotal role in the coordination of the Supply Chain and customer Accounts.

3. SCOPE OF JOB

Main Responsibilities

Operational

· To provide excellent customer service through effective diary and schedule management, upholding a first-class front-of-house etiquette

· Work closely with peers to improve order booking practices to ensure optimum customer service.

· Impeccable organisation and time management skills

· Ensure that warehouse allocations (parts) and booking practices are followed to ensure accurate stockholdings.

· Handling inbound calls to the office ; from Customers, Residents and Sentinel field service engineers

· Loading all jobs into the ‘SimPRO’ database and generating works orders

· Outbound calls to customers to schedule planned maintenance activity

· Support Operational teams by prioritising planned and reactive works via engineer’s diaries to ensure SLAs are met.

· Monitoring of previous daily activity to ensure further action works are logged onto system and actioned in a timely manner

· Explore opportunities to schedule workload in advance to ensure smooth delivery

· Monitor company email boxes and coordinate responses

· Reviewing Quotes and Job Cards from SimPRO and checking the correct materials and labour is shown

· Creation of ‘Smallworks’ quotes

· Supporting the Senior Leadership Team with ad hoc duties from time to time

Supply Chain

· Liaising with suppliers to order parts and equipment required for engineering delivery

· Dealing with couriers for goods in / out

Customer Care

· Championing the highest standards of customer care to ensure Sentinel is regarded as a supplier of choice

· Supporting customers with any queries relating to installations, service, maintenance, smallworks or the purchase of components (Business to Consumer)

Quality and Standards

· Lead and enforce standards in relation to Quality Management system and industry accreditations

4. AREAS OF RESPONSIBILITY / ACCOUNTABILITY

Shared responsibility for scheduling and prioritising of time/materials to ensure business meets / exceeds SLAs

5. KEY INTERFACES (Internal / External)

Senior Leadership Team, Operations Manager, Project Managers, Field Managers, field-based engineering team, customers, suppliers, external consultants and external auditors.

Job Types: Full-time, Fixed term contract
Contract length: 9 months

Pay: £25,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Free parking
• On-site gym
• On-site parking
• Private medical insurance
• Referral programme

Work Location: In person

Reference ID: SEN04312

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