Customer Services Administrator - Head Office

Location: Leeds ICD

Steeper Group is a true leader in the Orthotic, Prosthetic and Assistive Technology products. In the past 100 years we have grown to become one of the UK’s largest suppliers. Steeper’s vision is to create life’s turning points, together. We aim to do this by delivering innovative prosthetic, orthotic and assistive technology products and responsive clinical services.
We have an exciting opportunity for a Customer Service Administrator within the Prosthetics department, to join our existing team at Head Office in Leeds.

The Role:

In this role you will carry out duties to ensure the efficient day to day running of the
customer services department. This is carried out in line with the departmental
processes and procedures. In the role you will need to lead by example, being the
expert and champion across all required tasks. Proactively work with stakeholders
across the business to maintain high standards of work within the team and strong
relationships.
Responsibilities:
 Understand the ongoing activities undertaken by the team to be able to
communicate to all relevant stakeholders.
 Ensuring that processes are completed on time as per the department daily
working routine.
 Review, resolve and response to enquiries and issues in a timely and
professional manner via telephone or email
 Work towards teams set KPI’s
 Proactively report any delays with orders to customers.
 Proactively monitor End to End delivery.
 Build positive relationships with internal and external customers facilitating open
communication.
 Support and encourage team members and assist others as required.
 Ensure systems are regularly updated with relevant information
 Report any customer issues or order delays to the team leader
 Update team SOP’s to ensure accuracy of procedures followed
 Identify and implement changes to processes within the team which lead to
improved quality of service, supported by the Customer Services Team Leader/
Manager.
 Supporting the Customer Service Team Leader with complaint investigation and
dealing with escalated/difficult calls
 Supporting with recruitment, attending interviews, taking meeting notes and giving
constructive feedback.
 Cross train within other teams to enhance knowledge of processes that impact
Customer Services
 Help with training new starters to ensure they understand all processes and can
carry out daily duties sufficiently.
 Support with any ad-hoc duties
 Positively participating and being proactive in process changes
 Managing adjustments to task rotas
 Making sure all shifts are fully covered
Education, Training and Experience Requirements:
 Experience and product knowledge in Orthotics Manufacturing and Service is
desirable.
 Experience in a customer facing role is essential
 Experience in Microsoft packages is essential
 GSCE in English Language (A-C or 4+)
 Experience in ERP systems – Desirable
Core Competencies & Personal Attributes:
 Excellent communication skills both written and verbal
 Ability to multitask
 High attention to detail
 Excellent time management skills
 Can do positive attitude
 Willingness to learn
 Organising and prioritising
 Problem solving
Responsibilities for Quality:
 Adhere to the quality management system and procedures at all times.
 Do not misuse anything provided for product quality purposes.
 Attend and participate in quality meetings.
 Report non-conformances to specification or risks in the workplace.
 Lead by example in quality on a daily basis.
Responsibilities for Health and Safety:
 Actively champion health, safety and the environment at work by being proactive,
positive and leading by example.
 Take care for the health and safety of yourself and others who may be affected
by your acts or omissions
 Attend and participate in safety meetings as…