Job Description

The role and responsibilities will include, but are not exclusive to, the updates and business reports linked to the dispense teams KPI’s, the management and reporting of all complaints with trackers updated through to a customer satisfied resolution, the upkeep of external portals, updating monthly tracker, clerical tasks as identified, supporting the raise the bar team and inbound call capture team, This role is critical in helping us maintain our high customer service standards.

• To identify areas of risk to KPIs, taking action to eliminate, reduce or transfer the risk of failing SLA.
• To ensure accurate completion and closure of tasks and ensure this is recorded correctly in the business systems through the main admin processes.
• To ensure all key KPI trackers are update, shared and any areas of concern are escalated
• To ensure all trackers are kept up to date, in a shared folder with all relevant updates managed and delivered to the work stream owners as agreed
• To manage all escalations and respond with updates in the agreed timescales
• To manage and upkeep the EI work portal and escalate any issues to the planning hub supervisors
• To manage and monitor the SP invoicing and check the costs v jobs completed and ensure PO’s are raised timely – ensuring all queries are managed
• To ensure all temp bar and event support is managed and delivered with communication to all relevant stake holders
• To manage the new account creation process and report any delays to the relevant escalation contacts
• To manage and report on the Cop process ensuring all paperwork is attached to the accounts data base , as per the process
• High levels of communication with the engineers, customers, contact Centre’s, 3rd party technical teams and ROM’S
• Meeting and where possible exceeding all SLAs for Attendance and Completion
• Effective review and management of WIP
• To understand all internal processes specific to your role. To suggest areas of development to the Team Leader.
• To support the head of drinks dispense with events management as required
• To support and deliver any areas of drinks dispense teams recognition rewards as identified and cascaded
• In addition to the duties and responsibilities outlined you may be required to perform other duties assigned as required by the business

What you can expect from us:

In this role, you’ll have the potential to transform our business and your career. You’ll get the support and mentor you need to succeed. 

Required Knowledge, Skills, and Abilities

Who we’re looking for: Relevant experience in an administration role, using business in-house.systems together with Microsoft packages. Advanced Microsoft Excel skills. Experience of daily interaction and workload management of field engineers. Co-ordination and Planning skills – excellent organizational skills and ability to priorities workload. A knowledge of the drinks dispense sector is desirable.Customer Care - Capable of delivering results and meeting customer expectations.Relationship building skills – in particular to be a self-starter willing to take the initiative when necessary and excellent ability to work well within a team structure, and support team members as required. Calm under pressure. Assertive and professional. Strategic thinker.