Customer Service Senior Administrator

This is a fantastic opportunity to join a leading electronic security service and installation business.Who have a very friendly office environment, based in the Watford locality. 
Ideally you will drive as the office can be tricky to get to via public transport. 

Summary of Main purpose of the job:
 
To ensure continuity of customer care and support to the TSP client base by utilising the various in-house individuals and departments.
This position requires a dynamic and pro-active person with a can-do attitude to assist the Service Manager in overseeing administration assistance and support to all customers, engineering staff and all others within the business to ensure that the levels of customer “aftercare” are achieved to the required company standards.
Position in the Organisation:
 
Responsible to: Customer Service Team Leader / Customer Service Relations Manager
Works in conjunction with: All Departments
 
Main Duties and Responsibilities:

Provide support and consistent links to the TSP client base and other departments at all times
Oversee Scheduling Team, who are the first line of communication for all customers into the business, ensuring the levels of customer support are achieved to the agreed contract standards.
Oversee continuity of customer care and support to the client base by utilising the various in-house individuals and departments
Ensure the department deals with scheduling engineers in an effective, efficient and timely manner
Dealing with any customer complaints or escalations
Ensure procedures are adhered to at all times
Oversee the logging of all reactive calls
Overseeing Scheduling /co-ordinating Engineers’ jobs throughout the day and end of day
Monitoring Engineer attendance for SLA’s
Ensuring all return calls are dealt with quickly and efficiently at all times, within a minimum of 48hrs
Producing Daily Escalation report for any outstanding issues
Chair regular team meetings
Attend internal, external meetings and training courses as and when required by Manager
Providing Helpdesk cover for Holiday and Sickness
Any other relevant duties as defined by the Manager  
Key Skills Required:

Ability to work on your own without supervision
Organisational Skills
Good numeracy skills
Commercial Awareness
Flexible, Dynamic, Adaptable with a can do attitude
Knowledge of CRM Systems