Customer Service Advisor
An exciting opportunity has arisen for a Customer Service Advisor to join the BRUSH Group based in Ashby-de-la-Zouch. The successful candidate will be accountable for supporting existing long-term contacts for major telecom clients as well as supporting military and commercial customers on an ad-hoc basis. You will also be responsible for the delivery of the contract and all activities required to proactively manage the contract.
Supporting and advising both customers and sub-contractors or engineers via telephone, MS Teams, or email.
Managing any incoming queries, issues, or complaints within a timely manner to meet customer service level targets.
Compiling reports including financial information where required.
General administration tasks including system updates, collating business correspondence etc.
Managing demand for required stock and service parts, and co-ordinating movement of parts to engineers, sub-contractors, or customers.
Maintaining and updating project schedules, resolving issues, and controlling resources and deliverables.
Providing detailed reports, trends, concerns and customer feedback as required by the business or to meet customer requirements.
Preparing documentation for customers as required including, but not limited to, job sheets, site information packs, site handover packs, O&M manual documentation, risk assessments and method statements.
Provide diagnostic reports and quotations for repairs to customers.
Managing warranty claims and raising quotes as required to maximise margins and ensure profitability of the business.
Ensuring the network of sub-contractors is managed and maintained, actively sourcing new contractors where required, monitor performance, including all H&S requirements.
Maintaining the system for tracking purchase and sales orders so that timely delivery of parts is achieved in line with customer expectation.
Please see below an overview of the on call shift patterns / activities:
Please note that the successful candidate will be expected to be on call to handle incoming telephone calls, remotely triage any issues via a telemetry system and task out engineers when required.
You will not be expected to perform any day to day activities during this time and should only deal with emergency open callout issues/new callout issues as they arise.
These activities can take place remotely, there is no requirement for travel to the office or sites when working on call.
On call hours will be on a rota basis, with the expectation of two weeks in four.
Shift Patterns on call:
Week 1: On call
Week 2: Standby
Week 3: No call out activities
Week 4: No call out activities
On call hours:
Monday - Friday 4:30pm-8:00am
Saturday and Sunday 24 hrs
The Ideal Candidate
The successful candidate will have a true passion for customer service, a strong technical background, great telephone manner and be confident dealing with customers and issues that may arise. You must also have strong IT skills, including a good working knowledge of Microsoft Office programmes and the ability to pick up new systems quickly.
About the Company
The BRUSH Group is the world’s largest independent manufacturer of generators above 20MVA. With a comprehensive range of products and services including transformers, switchgear, portable generating sets and control & monitoring systems, BRUSH is your ideal partner for electric power generation, distribution monitoring and control.
BRUSH has been a key figure within Electrical Engineering for over 130 years, offering a wide range of ‘electrical machines’, and providing our customer chain with the highest calibre equipment and after sales service.
Here at BRUSH we are very proud to offer:
A very competitive salary
Overnight/daily allowances (for certain roles)
Company vehicle (for certain roles)
Great development opportunities