Disputes and Contract Cancellations Administrator

Full Time
Greater Manchester
Posted 2 weeks ago

Job Title: Disputes and Contract Cancellations Administrator
Position Reports to: Administration Supervisor
Based: Salford Quays, Manchester

Job Purpose Summary

The Disputes and Contract Cancellations Administrator will play an essential role in providing an effective and professional service to all Marlowe Fire & Security Customers, acting as a single point of contact for Disputes and Cancellations. Providing excellent Customer Service as an administrative support for both internal & external customers. The role requires a proactive approach and excellent personal interaction to support the Administration Supervisor to ensure process adherence for renewals across multiple customer requirements in line with our Customer Charter.

Key Responsibilities & Accountabilities

  • Establish & implement a cancellation and dispute process to support the administration team as directed by the Administration Supervisor
  • Update the in house the database removing cancelled sites  dealing with customer cancellations.
  • Add clear customer notes to Cash & the customer portal clearly outlining “What happens next & when”
  • Proactive approach to management of customers work load
  • Review and respond to all customer enquiries and disputes
  • Work with the Credit Control team to ensure we have a smooth dispute process.
  • Liaise with all internal teams to ensure effective response to customers and work completed within SLA
  • Submission of customer reports where required
  • Effective communication with internal and external customers
  • Validate the Cancellation and Disputes to ensure clear communication to Administration Supervisor, Administration Manager, Ops Manager & Customer Service Manager to ensure customer satisfaction
  • Interface with internal customers on customer enquiries to ensure monthly PPM PO’s are chased & followed through to resolution to ensure all PPM’s are cleansed for PO requirements ahead of the month that they are due
  • Analyse customer requests & support internal customer services to ensure best practice is shared • Report process flow issues to Administration Supervisor & highlight any potential risks to the business
  • Ensure all calls are answered in 3 rings & all emails are responded to within agreed timeframe.

Person Specification

  • Personality – Energy, Drive and Enthusiasm to succeed.
  • Proven track record for improving process efficiencies and solving problems.
  • Strong leadership skills with an ability to motivate direct reports.
  • Excellent communication skills both written and verbal, and internal personal skills.
  • Attention to detail
  • Self motivated, excellent time management
  • Respectful to others, customers colleagues, Managers  & Directors alike

Job Features

Job CategoryAdministration

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