Private Customer Service Operative (Fixed Term Maternity Cover)

Department: Private Department 
Reporting to: Bobbie Rendle (Private Contracts Manager)
Hours: Monday - Friday 8am - 5.30 pm (1 in 4 on Saturday Rota with a day off in lieu)

Job Summary:
Smith & Byford are currently looking to employ a Private Customer Service Operative to work within the Private Department Team and deliver the best in customer service and care to our clients and customers. our clients are Letting Agents, Landlords and Private Customers who either pay for works or have a contract with us. You will be responsible for running one of the four main client contracts listed below and providing cover for the others as and when required. You will need to be self-motivated, enthusiastic with a can-do attitude and be able to work well under pressure within a small team. 

Main Client Contracts:
1. Total Home Solution & Total Landlord Solution Contracts - setting up contracts, managing prospective customers and converting to live contracts via CS (desktop) systemAssisting the management team as and when required

2. Letting Agents – raising jobs in diary from client works orders; managing jobs through to completion; liaising with and keeping agents informed at all stages of progress; preparing & sending quotes; cost control; invoicing on a job by job basis.
3. Private Homeowners & Landlords – raising jobs in diary and customer service software from client emails, telephone calls and in person; Taking payments; Scheduling works using Diary system; sending receipts and receipted invoices; client liaison to keep them informed at all stages of works
4. Boiler Installations – booking in surveyor visits for boiler quotes; sending out quotations; following up quotations; raising jobs in Diary system; taking payments; scheduling of works; ordering of materials and parts; co-ordinating subcontractor attendance; scheduling of QC visits; monitoring of costs; invoicing; loading of works onto GasSafe; customer liaison; monitoring of lead logs and providing feedback from customers to management; arranging of manufacturer warranty calls.

General responsibilities include:
- Call handling – taking incoming & making outgoing calls.
- Diary Management – planning work, managing jobs, communicating with client and customers on jobs raised and attended; ordering parts and working closely with engineers and sub-contractors.
- Queries - Handling client, customer, landlord & engineer queries.
- Timesheets - Engineer timesheet control and clearing; sub-contractor invoice checking and clearing.
- Invoicing – Ensuring jobs are invoiced in timely manner; meeting monthly invoicing targets. Cost control.
- Contracts - Understanding the different contract conditions and ensuring that works are scheduled, completed and invoiced in accordance with those conditions.
- Customer Liaison - Building rapport with clients and customers via email, telephone and in person.
- Showroom – dealing with customers; answering queries; good product knowledge; booking of surveyor visits; taking payments and providing excellent customer service at all times.
- Team – working closely within the team; attending and helping out with showroom events and external events as and when required.

If you are interested in the above please register your interest or email us a copy of our CV.