We pride ourselves on our communications and making sure we help get rid of the jargon, so customers understand the electrical works and what’s involved. Therefore, you’ll work to build a basic knowledge of the key works, supported by us and you’ll deal with customer enquiries in a friendly, professional and knowledgeable manner, ensuring that that the current high levels of customer service are maintained and working to build genuine relationships with existing and new customers.

As a key part of the team you’ll be responsible for allocating jobs and will need to be comfortable using your own initiative and managing the calendar to book in both planned and reactive electrical works. This means a degree of troubleshooting and decision making is required to ensure that callouts and planned work are managed in a timely way, always providing excellent communications with both customers and the electricians. The role covers the office and administrative customer service aspects of the business from the initial enquiry to sending receipts for invoice payments as well as other business related tasks, such as inputting supplier bills.

Roles and Responsibilities

Ultimately, you will support the business by offering an excellent service to all customers, staff and third parties ensuring a professional and efficient service and ensuring that levels of communication are relevant and timely with a friendly and personable approach to all aspects of the work. Specific duties include, but are not limited to:

• Managing all aspects of the customer experience to meet our Service Level Standards:
  • Dealing with customer enquiries with a very basic level of electrical works knowledge in order to work out how best to deal with the enquiry or the next steps to take
  • Calendar management; booking in visits for quotes and reactive and planned works
  • Liaising with customers regarding planned works and relevant information
  • Dealing with and responding to emails in a timely manner
  • Raising and sending customer invoices; converting quotes and checking and collating materials and labour costs
  • Sending relevant electrical certification to customers either digitally and/or by post
  • Encouraging customer feedback through channels such as Google reviews and monitoring and reporting on feedback

• All other administrative duties linked to the customer experience:

  • Creating new customers in the customer management/accounting system
  • Typing up quotes
  • Allocating reactive and planned electrical works to electricians through the creation of daily job sheets

• Other, business related administrative duties:

  • Inputting petty cash or purchase receipts
  • Inputting supplier and business related bills to the accounting system
  • Reconciling incoming and outgoing payments in the accounting system
  • Matching supplier statements against invoices and payments
  • Filing relevant paperwork where required/maintaining and updating records
  • Supporting with the ordering of materials where required
  • Ensuring business related aspects such as insurance, equipment testing and maintenance, van tax, MOT, repairs. Etc. are up to date and recorded
  • Supporting with relevant health and safety requirements and ensuring policies and documents are up to date and recorded
  • Reviewing existing systems and procedures to ensure efficiency at all times and suggesting and implementing new ways of working if relevant

Essential

• A passion and understanding for high levels of customer service, demonstrated through attitude
• Experience of working in a customer facing role or an administrative role for at least two years
• Excellent communication skills with the ability to influence and motivate a team
• A personable and professional manner and very good people management skills
• The ability and enthusiasm to learn new skills quickly
• Excellent attention to detail and conscientious attitude
• Excellent verbal and listening skills, along with clear written English skills
• Excellent organisational and time management skills along with the ability to manage own workload and work to deadlines
• Troubleshooting, decision making and problem solving skills
• Able to respond calmly and positively even when working under pressure
• Experience of working with Microsoft 365, including Excel and Word

Desirable

• Experience of working in a customer facing environment
• Experience in an administrative role
• Experience of working in an electrical trade environment
• Experience of working with the Xero accounting system or similar systems
• Experience of using a calendar booking system
• Basic knowledge of health and safety aspects such as risk assessments
• Knowledge of basic business accounting practices