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Operations Customer Service Administrator

£25,000 - £28,000 per annum

Reading

Permanent, Full-Time or Part-Time (Part-time needs to be 5 days)

We are looking for an Operations Customer Service Administrator to provide customer service and coordination to all our AV Service Contracts and Projects, to follow SLA and maintain high levels of support and organisation.

The Company

We are a leading UK-based AV and UC integrator headquartered in Reading, Berkshire. Since 1999, we have delivered thousands of reliable, cost-effective audio-visual and unified communication solutions tailored for collaboration, presentation, and communication spaces.

With a dedicated team of Design Consultants, Engineers, AV Project Managers, Programmers, and Technicians, we pride ourselves on offering the highest standard of AV solutions nationwide. In addition to our core integration services, we operate a thriving Ecommerce store, which you will be managing as part of this role.

The Role

The role focuses around ensuring seamless technical support services and maintaining strong customer relationships with Service Contracts and Projects. The candidate is responsible for managing service callouts, coordinating technical visits, purchasing and administration on projects alongside the Project Manager (PM). The role involves close collaboration with internal teams, external suppliers, and customers to deliver high-quality service solutions.

General Responsibilities

Service Call Management:

Respond promptly to technical service calls, ensuring a two-hour response time.
Coordinate and schedule service visits, both internal and external, and manage the service diary efficiently.
Facilitate the creation of technical drawings required for contracts.

Administrative Duties:

Prepare and maintain paperwork for service callout visits, ensuring proper sign-off procedures.
Coordinate with customers to manage and ensure smooth execution of service visits.
Ensure Engineers have all necessary resources and support for on-site visits.

Customer Engagement:

Conduct quality check phone calls with customers post-service visit to ensure satisfaction and address any concerns.
Keep the service email inbox updated and respond to inquiries in a timely manner.

Purchasing:

Work with the PM to ensure cost effective purchasing.
All administration of projects alongside the PM.

Supplier and Manufacturer Relations:

Maintain a comprehensive log of supplier and manufacturer contacts for technical support.
Work closely with suppliers to address any issues or concerns related to service delivery.

Ideal Candidate Profile:

Proven experience in service coordination or a related role, preferably in a technical or engineering environment.
Strong organisational skills with the ability to prioritise tasks effectively.
Purchasing experience.
Excellent communication and interpersonal skills.
Proficiency in MS Office Suite.
Ability to work collaboratively in a team environment and adapt to changing priorities.
Attention to detail and a commitment to delivering exceptional customer service.

This role offers an opportunity to contribute to the smooth operation of technical services while ensuring customer satisfaction and maintaining strong business relationships.

Benefits: