Administrator / Operations Support Analyst

Permanent, Full time

08:00 – 18:00 Mon – Fri (1hr lunch. 40hr week)

Office based in Crawley, RH10

Basic: £20,000 – £22,000 

Purpose of the Job

The primary purpose of the Operations Support Analyst is to proactively support the order journey from placement of the order on the systems to installation and payment. You will play an important role in improving our customer experience supporting the sales teams and customers with proactive and timely updates and resolution of issues during this journey.

You will need to accurately record all data and ensure that Finance deadlines are met for Data entry and upkeep, and as such you will ensure all processes are clearly understood and followed for efficient and smooth operations.

Role and Responsibilities:

Ensuring Sales orders are placed accurately on the systems

Working with the MD to forecast sales, revenues, commissions to the business.

Analyzing Sales orders, trends, commissions

Ensuring job numbered orders are progressing and closed within time scale requirements.

Monitoring and ensuring all records of commissionable Sales on internal reports on NetSuite are accurate and correct, and producing reports and data when required.

Proactively dealing with any issues raised by  customers or internally regarding placed orders

Overseeing placed orders are acknowledged and jobs/projects are issued.

Be the point of contact for customers through the order journey, responding to customer change requests and request for support within agreed KPIs.

Drive projects to closure and installation, engaging help, and support where necessary and escalating appropriately.

Effective resolution of Billing issues with customers

Monitoring job progression on Southern UK Communications and systems and escalating orders to ensure customer lead time are met.

Be able to escalate effectively to the back office for customer issues and complaints.

Support Field and Desk Managers and assist sales in achieving all Sales targets.

Reducing the escalation of complaint cases by engaging with the Field and Desk Managers promptly and ensuring ownership remains.

Identify breakdowns or non-conformity to processes and implement solutions to ensure processes are clearly understood and followed.

Preparing Sales Log and working with the Managing Director to streamline issues with Sales Log and Schedule 5 reconciliation.

Cease requests for CLOUD VOICE / SIP, Legacy Services. Requests for cease of residual services to assist in availing new sales. 

Raising and follow up CRQs and IMPs.

Carrying out other duties as requested by the team on a business need basis.

Conform to all operational processes or compliance requirements.

Ensuring the highest standard of professional conduct and service both to customers and colleagues

Any additional support work required by the business.

Essential Experience / skills

Evidence of achieving excellent customer satisfaction.

Experience and enjoyment of ensuring process is followed through to completion in a sales driven/target environment. 

Significant experience in handling customer service complaints & disappointed customers on the phone

Experience of maintaining accurate data and able to produce and analyze reports.

Evidence of being able to recognize sales opportunities.

Can demonstrate ability to handle high workloads and prioritize tasks.

Highly proficient in Word, PowerPoint, Excel, Outlook, and CRM systems

Proven ability to meet deadlines set by the business.

Skills and Competencies:

High need to ensure compliance and adherence to process and procedure.

Friendly attitude and flexible approach to communicate with and manage demands from different people at all levels.

Attention to detail and ability to follow through to 100% completion of tasks.

Able to learn and develop new skills.

Excellent planning and organizational skills

100% confidential

Good problem analysis and problem-solving skills

Excellent written and verbal communication ability

Ability to work independently and proactively.

Thank you for applying for this position. If you have any questions, please contact me using (url removed) / (phone number removed)