Customer Service FTC Job Stoke area,Stoke-on-Trent England UK,Customer Service/HelpDesk

To uphold and be a custodian of Quartix’s company values.
To provide an excellent customer experience by managing customer accounts, coordinating installations, processing customer requests, and ensuring all customer interactions are handled accurately, professionally, and within agreed service levels.
To support business growth through proactive management of installations, forecasting activities, and customer account administration.

Responsibilities

Create and maintain customer records on the MDB system.
Coordinate and ensure all sales and installations are booked and completed in full, maximising opportunities within the forecast.
Manage requests for additional units and repeat orders, including preparing quotations and associated paperwork.
Ensure all customer communications and actions are accurately recorded within the MDB.
Coordinate unit removals, relocations, moves and reinstallations.
Create installation purchase orders for engineers, ensuring all relevant information is included, such as vehicle registration numbers, vehicle make and model, and any specific installation instructions.
Manage cover transfer paperwork and ensure all documentation is completed accurately.
Process account re-signs and provide general account management for customers with 150 units or fewer.
Carry out ad hoc demonstrations when required, ensuring a good understanding of the Company’s systems and services.
Process disconnections and support account reconciliation activities.
Maintain an up-to-date knowledge of current pricing and ensure quotations and customer information reflect the latest rates.
Process company name changes and other customer account updates.
Proactively monitor and chase the forecast to ensure opportunities and installations remain on track.
Chase outstanding provisional paperwork and Direct Debit (DD) information where required.
Answer and action inbound customer calls professionally and efficiently.
Manage and prioritise your own inbox, ensuring emails and customer enquiries are responded to within appropriate timescales.
Deliver consistently high standards of customer service across all interactions.
Undertake additional ad hoc tasks and responsibilities as required by the Company.

Skills and experience

Excellent customer service skills with a customer-focused approach.
Strong verbal and written communication skills.
Ability to build positive relationships with customers and colleagues.
Excellent organisational and time management skills.
Ability to manage multiple priorities effectively in a fast-paced environment.
Strong attention to detail and accuracy when processing customer information and documentation.
Competent IT skills and confidence using customer management systems and Microsoft Office applications.
Ability to remain calm, professional, and effective under pressure.
Demonstrates initiative and takes ownership of customer enquiries through to resolution.
Previous experience in a customer service, customer support, account administration, or similar customer-facing role.
Experience managing customer enquiries via telephone and email.
Experience handling administrative processes accurately and within deadlines.
Experience working with CRM or customer database systems.
Experience coordinating installations, scheduling activities, or processing customer account changes.
Experience with in a subscription-based or service-led business environment.

Knowledge and qualifications

Good standard of education, including English and Mathematics.
Sound understanding of customer service principles and best practice.
Knowledge of vehicle tracking, telematics, or fleet management services.

About you

Highly organised and self-motivated.
Customer-focused with a commitment to delivering excellent service.
Positive and…