Client Support, £20k+, Swindon

JOB DESCRIPTION

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Job Title: Client Support
[FONT=&quot]Location: Swindon[/FONT]
[FONT=&quot]Salary: £20k pa+[/FONT]
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[FONT=&quot]Main Purpose and Scope of Job[/FONT][FONT=&quot][/FONT]
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To support and represent designated account(s) in a professional, efficient manner and in accordance with company procedure.
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[FONT=&quot]Skills, Experience and Qualifications[/FONT][FONT=&quot][/FONT]
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· [FONT=&quot]Experience in a busy office environment [/FONT]
· [FONT=&quot]Excellent telephone manner and the ability to communicate at all levels [/FONT]
· [FONT=&quot]Accurate with a good eye for detail[/FONT]
· [FONT=&quot]Competent in word and excel.[/FONT]
· [FONT=&quot]Excellent organisational skills with flexibility to continually reprioritise needs of department[/FONT]
· [FONT=&quot]Ability to work well in teams and use own initiative when working individually[/FONT]
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[FONT=&quot]1. [/FONT][FONT=&quot]Customer Support Administration[/FONT]
To administer effective customer service to designated account(s) and support the Commercial Manager on a day to day basis.
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[FONT=&quot]Key result areas:[/FONT]
[FONT=&quot]- [/FONT][FONT=&quot]To enter all received orders/amendments on system within 4 days of receipt[/FONT]
- [FONT=&quot]To maintain and record log of all transactions carried out on system[/FONT]
- [FONT=&quot]To commit contract review against all orders/amendments received in accordance with the set procedures.[/FONT]
- [FONT=&quot]Obtain and review customer schedules[/FONT]
- [FONT=&quot]Assist to log all new customer enquiries, process enquiry paperwork to relevant departments and compile quotations.[/FONT]
- [FONT=&quot]Process customer returns paperwork liaising with Quality and Finance Departments. [/FONT]
- [FONT=&quot]To produce cover for absence of other members of the Customer Support team, raising C of C’s, update and maintain customers’ complex order status spreadsheets.[/FONT]
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[FONT=&quot]2. [/FONT][FONT=&quot]Customer Satisfaction:[/FONT]
To provide sole contact to the customer.
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[FONT=&quot]Key result areas [/FONT]
[FONT=&quot]- [/FONT][FONT=&quot]Report changes to customer perception of the KWS service. [/FONT]
- [FONT=&quot]To ensure and notify to the contrary, that delivery dates are being met.[/FONT]
- [FONT=&quot]Liase between Programme Leaders and the customer.[/FONT]
- [FONT=&quot]Update customer schedules within customer set timescales.[/FONT]
- [FONT=&quot]To maintain a proactive approach.[/FONT]
- [FONT=&quot]Maintain professional rapport with account customers attending customer conference or site visits and hosting when on company site.[/FONT]
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[FONT=&quot]3. [/FONT][FONT=&quot]Office Administration[/FONT]
Ensure that day to day systems, facilities and procedures are kept up to date in line with business practice and procedure to ensure the smooth running of the administration department.
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[FONT=&quot]Key result areas[/FONT][FONT=&quot][/FONT]
- [FONT=&quot]To file and maintain in good condition all sales orders files/enquiries/quotations in accordance with procedures.[/FONT]
- [FONT=&quot]To assist Commercial Manager when necessary.[/FONT]
- [FONT=&quot]To carry out all tasks in line with company procedures.[/FONT]
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[FONT=&quot]4. [/FONT][FONT=&quot]Communication[/FONT]
Use effective and proper channels of communication to ensure information is accurately documented, recorded and passed on.
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[h=1]Key result areas[/h] - [FONT=&quot]Ensuring Customer Support actions met within agreed timescales.[/FONT]
- [FONT=&quot]Attend regular Customer Support meetings for updates on departmental and company news.[/FONT]
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[FONT=&quot]5. [/FONT][FONT=&quot]Health & Safety[/FONT]
Ensure safe and secure environment for self and other employees in accordance with the company Health and Safety Policy and supporting procedures.
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[h=1]Key result areas [/h] - [FONT=&quot]Ensure good housekeeping in areas of personal responsibility.[/FONT]
- [FONT=&quot]Report near misses using the correct procedure.[/FONT]
- [FONT=&quot]Observe and practice recommended office ergonomics.[/FONT]
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[FONT=&quot]6. [/FONT][FONT=&quot]Continuous Improvement[/FONT]
Continuously seeking to improve customer service by evaluating processes/procedures to benefit customer.

Key result areas
[FONT=&quot]- [/FONT]Actively look for improvements in processes such as communication and capturing customer satisfaction information.
[FONT=&quot]- [/FONT]Strive to achieve 100% schedule adherence.
[FONT=&quot]- [/FONT]Recommend cost reduction suggestions for approval in areas of responsibility.
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[FONT=&quot]Apply Via [email protected][/FONT]
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