Service Delivery Administrator

Purpose of the role

The Service Delivery Administrator will have responsibilities covering the administration for the Service Delivery team as well being the 'owner' of the Customer Short Term Rentals orders and collection requests. Success in this role means becoming an expert in end-to-end operational delivery and being able to deliver that service as the need arises.

The Service Delivery Administrator role is varied and involves working across several teams to provide help and support where and when it is needed most. The role will involve dealing directly with customers to develop positive relationships, placing, and confirming orders, collections and resolving queries. The Service Delivery Administrator will be required to gain a detailed knowledge of the Close Brothers Brewery Rentals (CBBR) internal and external systems and processes and carry out checks of these systems in support of orders and enquiries.

A vital part of the role is managing CBBR's internal process systems, and where appropriate to challenge the processes to ensure they stay's current, and customer driven.

Key Responsibilities

Sales & Sales Support

• Processing inbound requests for customer deliveries/orders/collections
• Pro-active conversion of enquiries and requests to orders and collections
• Balancing and accomplishing day to day workload and priorities in a fast-paced environment
• Assist with creation and distribution of mailshots as and when required
• Providing support for customer account queries
• Answer incoming phone calls and directing as appropriate
• Arranging deliveries with third party hauliers
• Provide timely reporting and management information for Senior Management Team
• Attend trade shows and industry events as required

Business Support

• Proactively creating customer orders and collections using the planning tool and collection wizard in Vloot
• Provide support to Service Delivery team as required
• Work with Service Delivery Team to communicate and distribute changes as needed
• Provide coaching on new or changed processes as needed
• To assist with administration of new CBBR business.
• Addition and management of enquiries and orders on VLOOT.
• To help collate information for reporting purposes.
• Provide support and cover in respect of container returns.
• Proactively support administration duties for all areas of CBBR when required.
• Participating in system changes as required by the business

Customer Service

• To be first point of contact for customers contacting CBBR by phone, email or in person.
• To ensure prompt and professional answering of the phone.
• To liaise between customer and supplier to ensure assets are delivered on time to the required specification
• To respond to all queries and questions regarding CBBR's product range.
• To ensure customers are always kept informed and up to date.
• To process ongoing orders from receipt through to delivery
• To respond to queries and questions from internal customers.
• Manage customer relationships and provide direct customer liaison.
• Build positive working relationships with third party hauliers

General Administration

• Update of Vloot and service delivery planning with all customer enquiries, orders, collections changes, notes and other information as required.
• To help collate information for reporting purposes.
• To help support the Business Support Team, Sales team, the Service Delivery Team / Team Leaders, reverse Logistics co Ordinator and Logistics Manager with additional tasks as required.

Planning and organising

• To effectively plan and organise time to maximise productivity and efficiency. As required, occasional travel to other CBBR sites, customer sites or events will be required.

Systems

• To be fully conversant with the systems required to operate as part of the role and to use systems in line with operating policies and procedures.

Risk & Compliance

• Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.

Health & Safety

• You must: 1. Take care of your own health and safety and that of people who may be affected by what you do (or do not do); 2. Co-operate with others on health and safety, and not interfere with, or misuse, anything provided for your health, safety, or welfare; 3. follow the training you have received when using any work items your employer has given you. 4. Follow health & safety rules and practices, report incidents and accidents, unsafe equipment, practices, or conditions

Skills & Experience

Essential

* Highly organised and attentive to detail.

* Ability to prioritise workloads.

* Strong interpersonal skills.

• Team Player.
• Excellent written and verbal communication skills.
• Numerate with analytical ability.
• Practical problem-solving ability.
• Computer literate.
• Numerate with analytical ability.
• Ability to multi-task.

Desirable

* A good understanding of financial systems.

Education & Qualifications

Essential

GCSE Level Mathematics and English.

Desirable

• Previous knowledge and experience of the Financial Services industry

• Previous experience in a business-to-business environment

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.