Job Description
Customer Services Agent (CSA)
At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.
How will you be the change?
We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way
And as a Customer Services Agent with Bellrock, you’ll do it by…
The Customer Services Agent will act as the key point of contact for a portfolio of external clients. The key purpose of the role will be to deliver excellent customer services whilst ensuring job budgets, SLAs & KPIs are realised. The CSA will deal with work orders in a timely, professional, and satisfactory manner ensuring work volume parameters are met. The CSA will be responsible for individual client orders throughout the life-cycle of the work order from initial receipt through to billing responsibilities. The CSA will focus on continuous improvement, speed and proficiency of internal processes as well as maintaining accurate information on internal systems.
What does it take?
- Key point of contact for nominated client(s).
- Process client work orders from initial receipt to invoice.
- Confirming attendance appointments with internal schedulers to achieve specified SLA.
- Issue purchase order to sub-contractors, confirm receipt, ETA, follow-up progress and validate documentation.
- Provide updates to clients and re-negotiate Kip’s /attendance where necessary.
- Provide clients and colleagues with updates on work in progress.
- Administer budget uplifts.
- Perform billing function duties ensuring work orders are billed accurately and in a timely manner.
- Work closely with other internal departments to ensure all billing queries are resolve and clients are billed efficiently and effectively.
- Meet billing deadlines and client service level agreements to ensure any sales invoice queries are negated.
- Updating the internal workflow management system ensuring data provides real-time progress information.
- Updating client portals ensuring data provides real-time progress information.
- Attend client facing meetings
- General admin duties, typing and submitting quotes, scanning, photocopying etc
- Participate on the out of hours call out rota when it is your turn to do so defined by the current rota schedule
Competencies:
- Good communication skills (written & verbal).
- Proven customer services skills.
- Competent administrator.
- Basic numeracy capability.
- Basic understanding of Microsoft Office
Core qualities and Attributes
- Good communication skills (written & verbal).
- Proven customer services skills.
- Competent administrator.
- Basic numeracy capability.
- Basic understanding of Microsoft Office
Working Arrangements:
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow.
What can we offer you?
- Upon joining Bellrock, you can expect a comprehensive benefits package including:
- 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)Life cover
- LifeWorks employee assistance and wellness program
- Salary sacrifice schemes: Cycle to work and Tech scheme
- Holiday purchase scheme of additional 5 days per year
- Offers and discount scheme designed to save money on everyday shopping and essentials.
Helping you to shine
We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.
So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.
Ready to start shining?
Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.
Apply today.
Job Type: Permanent
Salary: Up to £25,000.00 per year