Portal & National Account Administrator

Full Time
Greater Manchester
Posted 2 months ago

Job Title: Portal & National Account Administrator

Reports to: Portal & National Account Administration Supervisor

Based: Salford Quays

Job Purpose Summary

The Portal Administrator will play an essential role in providing an effective and professional service to all our Marlowe Fire & Security Customers, acting as a single point of contact for our Portal Customers & their allocated National Account Customers whilst providing excellent Customer Service as an administrative support to all our accounts. The role requires a proactive approach and excellent personal interaction with both internal and external Customers supporting our Customer Charter.

Key Responsibilities & Accountabilities

Work closely with your assigned portal customers and  National Account Managers to meet customer expectations

Attend meeting with key clients both face to face & over the phone to enhance working relationships & mutual understanding of how we work

Monitor Customer portals real time to ensure all job requests are raised within 10 minutes in Cash & reflected in the portal within 15minutes

Monitor National Account mail box real time to ensure all emails are acknowledged in 24 hours & responded to within agreed timeframes.

Providing clear communication to the customer to confirm their request has been actioned

Add clear customer notes to Cash & the customer portal clearly outlining “What happens next & when”

Update client portals and helpdesks in line with specific account instructions

Ensuring all calls are answered within 3 rings

Proactive approach to management of customers work load

Review and respond to all customer enquiries, supporting your colleagues as overflow for the call receipt mailbox to ensure all customer requests are raised within 10minutes

Liaise with all internal teams to ensure effective response to customers and work completed within SLA

Submission of customer reports where required Escalate any potential risks to the business to your Customer Support Lead & your Customer Service Manager

Person Specification

Personality – Energy, Drive and Enthusiasm

Good telephone manner with colleagues and customers

Remain calm & focus on what can be done

Self motivated with the ability to work in a team and on own initiative

Good attention to detail

Be respectful to others – Customers, Colleagues, Managers, Directors

Excellent time management and communication skills

Job Features

Job CategoryCustomer Service

Apply Online

As part of the recruitment process, we collect and process personal data when you send your CV or a job application. Please do not submit such Personal Information to us if you do not wish us to collect it. To learn more about how we comply with GDPR and, as a result, care for the security and privacy of personal information supplied to us by yourself please read our Privacy Policy. You can unsubscribe from email at any time, simply email unsubscribe@marlowefireandsecurity.com