Customer Success Team Member

To provide reliable support across customer service functions, ensuring jobs are processed efficiently through SM8, and customers receive a professional and responsive service.

To contribute to the smooth running of FPS by supporting colleagues, maintaining high administrative standards, identifying opportunities for improvement, and helping to deliver an excellent experience for customers and stakeholders.

Working closely with the General Manager to support the efficient administration of the business, ensuring operational administration, and customer service activities are completed accurately and effectively. By supporting the General Manager and wider FPS team, they will play an important role in maintaining operational efficiency and customer satisfaction across the business.

The role will also work collaboratively with the Operations Coordinator, Commercial Director, Managing Director, customers, contractors, and suppliers to support the successful delivery of FPS services.

To provide reliable support across customer service functions, ensuring jobs are processed efficiently through SM8, and customers receive a professional and responsive service.

To contribute to the smooth running of FPS by supporting colleagues, maintaining high administrative standards, identifying opportunities for improvement, and helping to deliver an excellent experience for customers and stakeholders.

Working closely with the General Manager to support the efficient administration of the business, ensuring operational administration, and customer service activities are completed accurately and effectively. By supporting the General Manager and wider FPS team, they will play an important role in maintaining operational efficiency and customer satisfaction across the business.

The role will also work collaboratively with the Operations Coordinator, Commercial Director, Managing Director, customers, contractors, and suppliers to support the successful delivery of FPS services.

To play a key support role across FPS, ensuring the smooth administration of operational processes and customer service activities.

The role provides operational support and customer service to help ensure jobs are processed efficiently and customers receive a professional and responsive service.

To support the smooth day-to-day running of the business while maintaining high standards of accuracy, organisation, and customer care.

The guiding principle of this role is: “Support the Customer, Support the Process, Support the Business.”

• · Process jobs through the SM8 system.
• · Create, update, and maintain job records accurately.
• · Ensure all required job information is entered correctly and promptly.
• · Monitor job progress and update records as required.
• · Support the smooth flow of jobs through operational processes.

• · Support operational teams with administrative requirements.
• · Assist with scheduling administration and job coordination where required.
• · Process job completion records and supporting documentation.
• · Ensure operational records are accurate and up to date.
• · Maintain customer, site, building, and job information within company systems.

• · Support quotation administration.
• · Assist with document preparation and record management.
• · Maintain operational filing systems and databases.
• · Ensure operational documentation is complete and accessible.

• · Ensure all information within SM8 and associated systems remains accurate and up to date.
• · Identify and report system or process issues affecting operational efficiency.

• · Respond professionally and promptly to customer enquiries.
• · Provide updates regarding jobs, quotations, and service delivery.
• · Assist customers with routine account and service-related queries.
• · Ensure customers receive timely and helpful support.

• · Build positive relationships with customers.
• · Provide a professional and friendly customer experience.
• · Work collaboratively with operational teams to resolve customer enquiries.
• · Escalate customer concerns…