Customer Operations Advisor
Logistics UK
- Royal Tunbridge Wells, Kent
- Permanent
- Full-time
- Setting up new and yearly renewals, training and spot work using an in-house database.
- Managing contract queries and liaising with both colleagues and the member to meet customers’ needs.
- Managing administration of all contracts, training and spot work to ensure continuous high standards.
- Provide assistance and information as required, ensuring SLA’s are met and a high level of customer service is delivered at all times.
- Liaise with other departments, including Contract Managers, MRM's and Auditors/Advisors/Trainers when necessary.
- To carry out regular checks on progress and update list of outstanding renewals/cancellations, liaising with the Manager where necessary.
- To run monthly reports for customers using a bespoke system. Setting up and maintaining members in online reporting dashboard (Vision) or Training online system.
- React to specific work requirements and special arrangements, producing appropriate information.
- Monitor when invoices are due for all work and raise accordingly using the invoicing calendar.
- Deal with appropriate personnel when setting-up/revising/amending contracts, in the main by email and telephone.
- Check through accounts query report and manage accordingly, liaising with account owner where necessary. Use accounting system to check if invoices have been paid monthly
- Configure Digital equipment and dispatch.
- To Maintain an online filing system.
- To assist with special projects and tasks that may arise in a busy customer services department.
- Own and maintain the One Note process folder
- Assist scheduling to ensure work is scheduled correctly and adhering to SLA’s
- Work within the Customer Operations Team assisting colleagues and customers alike, promoting cross team working.
- Processing pre and post course work for Training courses
- Registering courses with appropriate awarding bodies
- Where necessary, undertaking additional responsibilities as required by Logistics UK
- Customer focused approach.
- Exceptional telephone skills with a professional and confident communication style.
- The ability to communicate at all levels with customers and internal stakeholders, using different methods of communication (letters, reports, e-mail, telephone, presentations).
- Strong analytical skills and the ability to use IT systems including, Word, Excel and CRM databases.
- Reliable, punctual and possessing well-developed planning and organisational skills.
- Team player with an ability to work cross functionally.
- Demonstrate the company values (Reputation, Excellence, Togetherness & Dynamism).
- 25 days of annual leave plus bank holidays
- Christmas Working Arrangement for extra days off during the festive period
- Health Cash Plan for all employees and Private Medical Insurance for managers
- Employee Assistance Programme and Mental Health First Aiders
- Enhanced Family Leave policy
- Flexible and remote working arrangements
- Two paid days off per year for charity or volunteering work
- Various learning and development opportunities
- Range of pension schemes
- Award scheme to recognise outstanding employees
- Life Assurance Scheme for peace of mind