Head Customer Service and Administration Liasion

  • Location
    Linlithgow, West Lothian
  • Category
    Admin. Secretarial and PA - Other Admin & Secretarial
  • Contract Type
  • Salary
    £ 30000 - £ 35000 / Year
  • OrganizationType

*Are you an experienced Senior Administrator with excellent Customer Service and communication skills?

*Do you have meticulous attention to detail and first-class organisation skills and can work at a fast pace?

*Would you like to work for an industry leader and rewarding employer?

Office Angels Livingston are collaborating exclusively with a fast paced and innovative team for a Permanent Head Customer Service and Administration Liasion You will work in conjunction with the support the Customer Service Director and wider team within this successful testing facility. The role is perfect for someone who has proven experience within a Senior Administration role with excellent communication skills looking for a new challenge. Based in West Lothian, salary £30,000 - £35,000 per annum depending on experience. The core hours are Monday - Friday, 9.30am - 6pm, this is an office-based role due to the nature of work involved.

Role Overview

You will act as a main point of contact and provide a focused and dedicated customer contact role to act as first point of contact for customers enquiries and needs. The role is a fast-paced environment and the company process a high volume of testing (over 1800 tests per day average) which you will coordinate, track and report the results of for customers. Delay in results or reporting can have a huge impact for client's products going to market therefore you must have exceptional organisational and prioritisation skills to be able to coordinate and communicate effectively and in a timely manner.

You will provide and implement new ways of working and driving improvement across existing customer operations.

Duties include:

  • Direct management of customer service and administration and point of contact for all clients

  • Undertake regular reviews with key customers to ensure they are happy with the service provided, and highlight areas for change and improvement that will improve the customer journey

  • Conduct process and continuous improvement reviews across the function to drive positive change across the business

  • Work with directors on key objectives and projects critical to business objectives

  • Engages leadership and team members and implements practices to improve communication, efficiency

  • To deal with routine Phone and Email customer enquiries and where required pass them on to the relevant person. Log such enquiries and ensure all are replied to against QMT set service levels

  • Ensure all test reports are issued in a timely manner i.e. within agreed turn-around times

  • To keep customer files updated including all prices against suites and types completed accurately against limits

  • Ensure all customers receive up to date reviews on an annual basis and interim requests are provided in a written and traceable format

  • Ensure completion of necessary paperwork and organise testing to be taken to the government agency

  • Update monthly government and other audit driven reporting

  • Ensure essential requirements are met about customer contracts and all suppliers of these retailers have signed contracts each year

  • In conjunction with Senior CS Manager the approved subcontractor list is maintained up to date

  • To work with the Business Development Manager on 'New' customer enquiries, quotations and work plans as required

  • To liaise with technical staff to agree suitable testing and sampling plans for client and to ensure statutory requirements are met

  • To instigate Customer Complaints procedure and pass onto relevant staff for investigation; Keep records of such instances

  • Carry out a Customer Satisfaction survey on a 24-month rolling programme. Maintain a customer feedback programme capturing all feedback throughout the year

  • Maintain the standard systems up to date and send out to all new customers and all customers on an annual basis

  • To update Customers directly to concerning "Out of Spec results"

  • Liaise with transport manager to arrange collections from customers

  • Input results for subcontract chemistry

  • Attend and contribute to the weekly customer focus meeting

  • Approve sample results

  • These tasks can never be all encompassing and hence flexibility is required

Skills and Experience required:

  • At least 3 years' experience in customer service/senior admin role

  • Outstanding verbal, written communication, and organisational skills

  • IT Literate with Respect to MS Office etc

  • Working knowledge of labs preferable

Interested? Contact Nadia at Office Angels Livingston, send your CV to nadia.gray@office-angels.com or call 0150 832 250

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Nadia Gray