Customer Contracts and Systems Administrator

25000.00 - 27000.00 GBP Annual
10 Jun 2021
08 Jul 2021
Contract Type
Full Time
Customer Contracts and Systems Administration Job Description

Job Title: Customer Contracts and Systems Administrator

Department: Customer Service

Location: Office Based Role

Working Hours: 0830hrs - 1730hrs (40 hours per week - Negotiable)

Salary: Neg depending upon experience

Summary of Main purpose of the job:

Working within the Customer Care Team to administer contract renewal ensuring continuity of service and support to the TSP client base.

This position requires a dynamic and proactive person with a can-do attitude to provide administration assistance and support to all customers, Account Managers and others within the business to ensure that the levels of customer support are achieved to the agreed contract standards.

Position in the Organisation:

Responsible to: Service Manager

Direct reports: N/A

Works in conjunction with: All Departments

Main Duties and Responsibilities:

* Build and assist with new processes

* Monitor all customers contracts for expiry dates

* Proactively produce renewal documentation and quotations

* Obtain quotations from Third Party Partners, where back-to-back support is required

* Obtain cost analysis of current contract (P&L reporting)

* Ensure that all contracts are sent to Service and Account Managers for sign off and approval

* Issue contracts to customers, obtaining signed copies

* Update the Service Team with new / renewed contracted details

* Process contract cancellations

* Invoicing of all contracts

* Produce KPI / SLA stats and management reports to monitor customer profit and loss

* Manage and administer the entering of new site details

* Check the accuracy of the customer details

* Liaise with service to ensure new contracts are administered and the system is updated

* Enter and keep up-dated customer details into the CRM

* Planned Maintenance planning and reporting

* Provide administration support as and when required for all departments, eg quotations and tenders

* Provide support and consistent links to the TSP client base and other departments at all times

* Ensure all customer requests are dealt with in an effective, efficiently and in a timely manner

* Answer any incoming telephone calls in conjunction with other designated colleagues

* Attend internal, external meetings and training courses as and when required by Manager

* Any other relevant duties as defined by the Manager Inclusive of: HR, Training, Recruitment, Assisting Sales

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

Ability to work to deadlines, this may require working later than the given working hours to ensure that engineer/customer requirements are completed

Knowledge of KPI/SLA reporting

Flexible working hours as and when required

Person Specification - Essential Knowledge Skills and Experience:

The ability to work with initiative and confidence, and have an enthusiasm for customer service and sales related work

Experience of administrative work with the ability to prioritise tasks, work under pressure and to tight deadlines

Organisational abilities

A sharp eye for detail

Ability to following any verbal or written instructions accurately

Excellent written and oral communication and negotiation skills with the ability to deal with External customers colleagues and outside agencies at all levels

Good numerical skills

Good keyboard and computer skills including familiarity with standard MS office applications, in particular Excel and Word

Ability to work as part of a team

Driving License

Experience of sales environment

Flexible Working Hours

Desirable Knowledge and Skills:

Experience of working within a Sales/Office environment.

Experience of working within a Customer Care/Helpdesk environment

Experienced and familiar with the operation of "CASH" mentor or similar CRM system.

Experience of invoicing and handling of relevant purchase orders

Experience of working as a team member or alone

Experience of MS office packages, excel, word and outlook

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