Out of Hours Administrator

£14 per hour
Location: Sittingbourne

As an out of hours administrator you will be the main point of customer contact for servicing and responsive maintenance. Covering the main operations out of normal working hours (evenings and weekends). Assisting on the relevant region contracts in order to maintain high standards of client satisfaction and improved customer experience.

WAIT! What’s in it for you?

Our company benefits include:

  • 28 days annual leave entitlement (including bank holidays) Pro-rated for contracts under 37.5 hours per week.
  • Discounted gym memberships, cinema, shopping vouchers and more
  • Buy and sell annual leave scheme
  • Employee assistance programme
  • Private healthcare plan
  • Company pension scheme
  • Access to the Headspace meditation app
  • Access to the Sodexo benefits portal

What do we need from you?

  • Previous customer service experience.
  • Competent with IT systems.
  • Positive attitude whilst being solution focused.

Purpose of the role:

  • Answer inbound calls relating to repairs and servicing for all clients in a courteous and professional manner. This is from both customers and engineers.
  • In addition to phone calls, respond to customer emails, texts, WhatsApp messages and online chats.
  • Support the Junior Contact Centre Administrators and other members of the team as required.
  • Act as the first point of contact for tenants and clients and manage these relationships professionally productively.
  • Answer customer queries and take ownership of any issues arising, seeing through to completion.
  • Raise jobs and make appointments using the main customer database and complete any associated administrative tasks as necessary, logging information accurately and concisely.
  • Make outbound calls to customers to arrange appointments.
  • Meet internal standards relating to quality of communication via all channel types.
  • Maintain standards of productivity to achieve individual and team targets.
  • Work closely with the Senior Contact Centre Administrators to ensure that service standards are adhered to on the contracts and with clients.
  • Adhere to and support Swale Heating and their clients’ policies and procedures regarding data protection and equality and diversity.
  • This role will appeal to people that enjoy working within a fast pace environment, with a variation of duties.

Hours of work:

Pick your own shifts!

Minimum of 1 and maximum of 6 shifts per week

Shifts available:

Weekday (5 hours per shift)

  • Monday – 5:00pm – 10:00pm
  • Tuesday – 5:00pm – 10:00pm
  • Wednesday – 5:00pm – 10:00pm
  • Thursday – 5:00pm – 10:00pm
  • Friday – 5:00pm – 10:00pm

Weekend (7.5 hours per shift)

  • Saturday – 8:00am – 4:30pm (1-hour unpaid break)
  • Sunday - 8:00am – 4:30pm (1-hour unpaid break)

Contracts will be based on an agreed number of set shift days per week. You may be able to increase your shifts if there is overtime available.

If you have any questions in regard to the shift selections please contact;

The Recruitment Team on 07912 597075.

What are you waiting for? Apply now!

Please note, CV’s are viewed on receipt. Therefore, we reserve the right to close or extend this position depending on application numbers.

Swale Heating Ltd is an equal opportunities employer and positively welcomes applications from every section of the community.

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