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Customer Liaison Administrator

£22,000 per annum

To be the face of ShuttersUp – greeting customers over the phone and in person, building a rapport from the first interaction.
To manage all enquiries with a view to converting all quality leads into opportunities.
To ensure that you display the behaviours as stated within our Company Values in order to achieve the ShuttersUp Vision and Mission.

Job Title

Customer Liaison Administrator

Reporting to

Office & Accounts Operations Manager – Karen Disberry

Location

Office & Home Based

Key Responsibilities

Tasks

To answer phone calls and deal with any telephone queries about our products and/or services
To assist customers visiting the Showroom in person ensuring they feel valued and welcomed during their visit
To action all new enquiries coming through the website in a timely manner
To deliver outstanding customer service at all times
To be highly motivated with a can-do attitude to go above and beyond for our customers
To provide an excellent level of communication, both written and verbal
To pay high levels of attention to detail, with regard to data entry in particular
To be solution focused and strive to improve processes
To book Design Consultants appointments – always ensuring the best possible daily routes and keeping a constant check on diaries to ensure they are as efficient as possible
Provide accurate and detailed information to Design Consultants about the survey they will be attending, ensuring all details regarding the customers’ needs and wants are noted clearly – including information about a previous order if applicable
To manage the Lead pipeline on a daily basis
Make sure all emails are responded to in a timely manner, including those related to voice messages and missed calls
Send out brochures and colour chips etc. to customers when requested
Keep a check to ensure the immaculate quality of samples and stock of colour chips etc. making the Field Operations Manager aware if replacement/additional samples or chips are required

Support to Office Team

As required by the Office & Accounts Operations Manager

Other

Effective time management to manage all aspects of the role
Creation and implementation of systems
Problem solving
Quality management
Ensuring all Health & Safety protocols are followed
Ordering of materials
Any other duties as may be reasonably requested

Qualifications

Previous experience in customer service driven role is an advantage

Key Skills and Experience

Presentable with a warm, confident and polite demeanour
Highly motivated to go above and beyond for our customers
Flexible with a can do attitude
Planning and organisation
Strong attention to detail with regards to data entry in particular
Excellent communication skills, both verbal and written
A solution focussed individual who strives to improve processes and the customer experience
Ability to work in a well ordered and methodical manner
Ability to use own initiative and multi-task
Ability to remain calm in difficult or stressful situations
*please note this job description is not intended to be an exhaustive list and will be subject to regular review.

Our Vision:

To become the UK’s most loved service.

Our Mission:

To provide solutions that Inspire daily moments of happiness, pride and comfort.

Our Values:

BE HUMBLE

No matter who we speak to, work for and work with – we must always remain humble. Be gracious and polite, treat everyone with the utmost respect.

Behaviours we want to see:

Admitting mistakes, recognising limitations, looking out for others, reserving judgement, be considerate, give credit where credit is due, identifying the strength in others

COLLABORATION

There is NO I in team – there is no better feeling than helping others and being selfless is the ultimate act of kindness.

Behaviours we want to see:

Collaboration, supporting each other, being dependable, being able to trust, mutual accountability, always be on time, reliable

PURSUE GROWTH AND LEARNING

Always be open to feedback and advice – push to go further and be the best you can be.

Behaviours we want to see:

Willing to step outside of the comfort zone, willingness to learn, embracing new technology, willingness to do more than just what is on the job description, look for solutions, adaptable/flexible

HONESTY

We can’t grow and learn without being honest about our mistakes.

Behaviours we want to see:

Keeping your word, reliable, if unable to deliver – will say so, following through on commitment, dependable, open communication, keeping your promise, not letting people down

EXCELLENCE

Under promise and over deliver – all that anyone can ask is that you do the best you can do.

Behaviours we want to see:

Going the extra mile, doing more than your best, delivering a high quality service, benchmark, setting high standards, ok is not ok, strive to give your best.  Giving more than expected and being proactive.