Fresh Property Solutions Ltd
Customer Success Team Member
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Job Description
To provide reliable support across customer service functions, ensuring jobs are processed efficiently through SM8, and customers receive a professional and responsive service.
To contribute to the smooth running of FPS by supporting colleagues, maintaining high administrative standards, identifying opportunities for improvement, and helping to deliver an excellent experience for customers and stakeholders.
Working closely with the General Manager to support the efficient administration of the business, ensuring operational administration, and customer service activities are completed accurately and effectively. By supporting the General Manager and wider FPS team, they will play an important role in maintaining operational efficiency and customer satisfaction across the business.
The role will also work collaboratively with the Operations Coordinator, Commercial Director, Managing Director, customers, contractors, and suppliers to support the successful delivery of FPS services.
Purpose of the Role
To play a key support role across FPS, ensuring the smooth administration of operational processes and customer service activities.
The role provides operational support and customer service to help ensure jobs are processed efficiently and customers receive a professional and responsive service.
To support the smooth day-to-day running of the business while maintaining high standards of accuracy, organisation, and customer care.
The guiding principle of this role is: “Support the Customer, Support the Process, Support the Business.”
Key Responsibilities
Operations Administration
- Job Processing
- Process jobs through the SM8 system.
- Create, update, and maintain job records accurately.
- Ensure all required job information is entered correctly and promptly.
- Monitor job progress and update records as required.
- Support the smooth flow of jobs through operational processes.
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Operational Support
- Support operational teams with administrative requirements.
- Assist with scheduling administration and job coordination where required.
- Process job completion records and supporting documentation.
- Ensure operational records are accurate and up to date.
- Maintain customer, site, building, and job information within company systems.
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Quotations & Documentation
- Support quotation administration.
- Assist with document preparation and record management.
- Maintain operational filing systems and databases.
- Ensure operational documentation is complete and accessible.
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System Accuracy
- Ensure all information within SM8 and associated systems remains accurate and up to date.
- Identify and report system or process issues affecting operational efficiency.
Customer Service
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Customer Communication
- Respond professionally and promptly to customer enquiries.
- Provide updates regarding jobs, quotations, and service delivery.
- Assist customers with routine account and service-related queries.
- Ensure customers receive timely and helpful support.
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Customer Support
- Build positive relationships with customers.
- Provide a professional and friendly customer experience.
- Work collaboratively with operational teams to resolve customer enquiries.
- Escalate customer concerns where appropriate.
- Support customers throughout the job delivery process.
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Customer Information
- Maintain accurate customer records.
- Record customer communications and updates within company systems.
- Ensure customer information is communicated effectively between departments.
Ownership & Accountability
This role is accountable for:
- Operational Administration
- Accurate processing of jobs within SM8.
- Maintenance of customer, building, and job records.
- Job administration and workflow support.
- Operational data accuracy.
- Supporting the efficient progression of jobs through company systems.
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Customer Service
- Professional handling of customer enquiries.
- Customer communication and updates.
- Customer service support throughout job delivery.
- Maintaining a positive customer experience.
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Escalation Responsibilities
- Escalating customer concerns requiring management intervention.
- Escalating operational issues affecting service delivery.
- Escalating financial discrepancies or payment concerns.
- Highlighting process inefficiencies and improvement opportunities.
Continuous Improvement Responsibilities
All team members at FPS are expected to contribute to the ongoing improvement and growth of the business.
Responsibilities include:
- Identifying opportunities to improve customer service.
- Highlighting operational inefficiencies and process improvements.
- Sharing ideas that improve profitability, service delivery, and administrative efficiency.
- Raising concerns where systems, procedures, or workflows can be improved.
- Supporting business improvement initiatives.
- Participating actively in team and company meetings.
- Taking ownership of personal development and continuous learning.
- Contributing ideas that support customer satisfaction and business growth.
Key Performance Indicators (KPIs)
- Accuracy of SM8 job processing.
- Timeliness of job administration.
- Accuracy of customer and site records.
- Reduction in administrative errors.
- Customer response times.
- Customer satisfaction.
- Resolution of customer enquiries.
- Quality of customer communication.
- Administrative accuracy.
- Process improvement contributions.
- Team collaboration and support.
- Adherence to company procedures.
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