Job Title: Customer Success Administrator
Reporting to: Customer Success Manager
Location: Magherafelt
About us: CFM are a leading NI Facilities management company delivering total integrated building service solutions throughout the public and private sector. The business has grown rapidly over the last 5 years and currently has a 230 strong all trade workforce, as part of our 10-year vision we plan to further grow the business to an all-Ireland delivery.
Our approach is highly innovative and combines industry best practice with the latest technology to provide a 24/7/365 package which is uniquely tailored to meet the needs of every single client we work with.
We operate throughout Northern Ireland and consistently deliver high quality, fully transparent services on every level from strategic planning to handover of the completed project. This has enabled us to develop (and maintain) long standing relationships within local government, social housing, healthcare and with leading commercial and industrial companies, having responsibility for a portfolio of 40,000+ properties, delivering circa 2,000 repairs and projects per week.
As a family orientated business, we are united as one by our vision and values of being COMMITTED, FOCUSED and MOTIVATED to help:
“Support the lives of 1million PEOPLE, by maintaining & regenerating PLACES, ensuring that our operations create a sustainable PLANET for tomorrow”
Your new opportunity:
Operating within a fast-paced environment this role is responsible for delivering response maintenance repairs contracts for the Client, ensuring repair requests are carried out efficiently, cost-effectively and seeing the job process through from start to completion whilst delivering a first-class service to our customer.
This role will require teamwork, autonomy and for the successful applicant to liaise closely with all stakeholders within the business. The successful applicant will also assist daily in the effective management of targets and workflows and the completion and coding of completed works.
Your new opportunity:
Operating within a fast-paced environment this role is responsible for delivering response maintenance repairs contracts for the Client, ensuring repair requests are carried out efficiently, cost-effectively and seeing the job process through from start to completion whilst delivering a first-class service to our customer.
This role will require teamwork, autonomy and for the successful applicant to liaise closely with all stakeholders within the business. The successful applicant will also assist daily in the effective management of targets and workflows and the completion and coding of completed works.
What we offer:
We are a multi award winning company with a very exciting 10-year vision and at the heart of this vision is our PEOPLE.
As a business we are motivated to encourage and inspire in all that we do, empowering our teams to reach their full potential.
Key Responsibilities
• Act as the first point of contact, providing support for all customer queries
• Provide an exceptional level of customer service, communicating to customers in a professional manner
• Responsible for the administration for a specific contract(s)
• Triage/pass all new repair requests and assign to relevant department, Supervisor/s or subcontractor for action.
• Work as part of a team to prioritise and manage the workload
• Ensure customers are kept up to date, ensuring any issues are escalated to management
• Monitoring of target dates for jobs, tracking updates and job status
• Liaising with internal stakeholders regularly providing accurate and detailed information
• Job completions, updating and reviewing system/data input.
• Inputting codes on completions readying them for invoicing.
• Maintaining standards and processes to reach KPI targets
• To perform the job in accordance with the company’s policies and procedures,
• To perform any other duties as may be reasonably required
OKR/KPIs: • Delivery of Department operational KPI
• Delivery of digital systems & operational KPIs
• Operational delivery timelines achieved
• Positive competency indicators demonstrated
• PLD progression goals reached
Our Requirements:
Essential
• Three years recent experience in a busy office environment
• 1+ years' experience providing customer support
• Minimum of Grade C or above in GCSE or equivalent (English and Maths)
• Data input experience.
• IT literate, proficient in Microsoft Office
Preferred
• Experience in social housing sector.
• Experience and Knowledge of Schedule of Rates
Competencies
• Demonstrate reliability, flexibility, and adaptability
• Effectively manage time in order to meet deadlines
• Excellent team working skills
• Excellent communication skills with the ability to manage client relationships
• Strong planning and organisation skills
• Ability to work on own initiative and as part of a cross functional team
• Ability to work accurately under pressure and meet deadlines & targets
Our Values at CFM
Our United Nations Sustainable Development Goals:
Here at CFM we are passionate about playing our part in maintaining a sustainable planet for all. By connecting our purpose and values to the UNSDG’s we are ensuring that we keep a strategic and refined focus on achieving and living this daily.
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