Service Call Administrator

JOB PURPOSE

We’re looking for a highly organised and customer-focused Service Call Administrator to join our Support team in our Newtown Office. This is a varied role focused on arranging engineer service calls quickly and efficiently, ensuring customers receive a professional and seamless support experience.

You’ll work closely with both our 1st Line and 2nd Line Support teams to coordinate engineer visits, manage replacement units and maintain accurate customer and service information. With over 300 service calls arranged each month, you’ll play an important role in helping us keep customer issues moving and delivering a high standard of technical and customer support.

RESPONSIBILITIES

• Arrange engineer service calls requested by the 1st and 2nd Line Support teams, ensuring appointments are scheduled efficiently and at a time suitable for the customer.
• Create detailed engineer appointments, including vehicle registrations, vehicle makes, customer requirements and any relevant instructions.
• Record accurate service call and customer information across Service Cloud and the Marketing Database.
• Maintain clear and comprehensive records of customer communications, including any customer-specific requirements.
• Manage cases where replacement units need to be shipped, coordinating with customers to ensure units are replaced in a timely manner.
• Provide professional, effective and customer-focused support to help customers make the best use of Quartix services.
• Maintain and develop positive relationships with customers and installers.
• Monitor and report recurring support issues to the Support Manager and Head of Infrastructure and Support.
• Identify opportunities to improve database and system processes and put forward ideas to the Head of Support.
• Help keep the number of open support issues as low as possible by managing service calls and customer requirements efficiently.

What we’re looking for:

• At least 1 year’s experience in a customer service or support role, ideally supporting customers by telephone and email.
• Excellent customer service skills, with a genuine focus on understanding and meeting customer needs.
• Exceptional telephone manner with clear and confident verbal communication skills.
• Clear and concise written communication skills, with the ability to present information in a structured and appropriate way.
• Excellent attention to detail and accuracy when recording customer and service information.
• Good IT skills, including experience with Microsoft Excel, Outlook and other Microsoft Office applications.
• Experience using CRM or support systems would be advantageous.
• Knowledge of internet browsers such as Chrome, Firefox or Safari would be advantageous.

ABOUT YOU

• Professional, friendly and customer-focused.
• Highly organised with excellent time management skills.
• Reliable with excellent timekeeping and a strong commitment to meeting deadlines.
• Able to work calmly and effectively under pressure.
• A positive and collaborative team player who demonstrates loyalty and commitment.
• Proactive, with a willingness to identify issues and suggest improvements.
• Flexible and adaptable, with a can-do approach to supporting customers and colleagues.
• Committed to upholding company values, policies and high standards of service.

Don’t meet every requirement? We’d still love to hear from you. If you don’t tick every box but believe you have the skills and potential to succeed in the role, we encourage you to apply.

What is in it for you?

Your Rewards and Savings

• Competitive salary (and bonuses for certain roles)
• 5% employer contribution to company pension through Royal London
• 33 days holiday (25 days annual leave plus 8 bank holidays FTE)
• Opportunity to buy or sell annual leave (up to 5 days FTE)
• Free onsite parking
• Discounts on big brands and gym memberships

Your Health and Wellbeing

• Employer-paid cash health plan
• Paid sick pay
• Employee Assistance Programme (EAP)
• Online GP 24/7 via Telephone or Email
• Free eye tests and prescription glasses (for VDU use)
• Cycle to Work scheme
• Free onsite tea, coffee, chilled filtered water, biscuits and fresh fruit

Your Friends and Family

• 2x Salary life assurance cover
• Enhanced maternity and paternity leave
• Staff Social Events
• Refer-a-Friend scheme

Your Career and Professional Development

• Regular training and development
• We are dedicated to promoting from within, wherever possible
• Long service awards
• Opportunity to work as part of a great team, dedicated to customer service excellence

Are you interested in this role with Quartix?

To apply for this role, please complete the fields below and attach a CV and cover letter.

Please note that you must have the right to work in the region that this job is listed in.