Wormald
Wormald have been servicing, designing and installing fire protection systems since 1889 and are a leading provider of fire protection solutions with an excellent reputation and firmly established iconic brand.
An outstanding opportunity now exists for an experienced Administration Supervisor for our MAG and National Administration team based in Homebush, Sydney. Reporting to the MAG & National Administration Manager you will play a senior and pivotal role in supporting the Manager in the continuation of optimum levels of customer service and administration.
This role will be responsible for
- Implementation of Customer Service KPI’s
- Regularly report and act on outcomes to drive a continuous improvement culture.
- Review all existing Major Accounts systems, processes etc, making recommendations as to changes required to improve customer focus, reduce customer churn rates and resolve internal conflict.
- Act as the customer’s “advocate” internally, establishing a culture of “ownership” of customer issues amongst the major accounts team, instigating a one point of resolution program.
- Conduct meetings (virtual or in person) with key operational staff in the regions to discuss and resolve customer service issues promptly.
- Take a hands-on role in integrating new customers into the Wormald Major Accounts team ensuring compliance to contractual obligations.
- Review and refine customer reporting methods and requirements, automating where possible.
- Participate in the development of sales tender documents, promoting the capability of the Major Accounts team.
- Manage escalated customer service issues in a prompt and professional manner.
- Determine appropriate staffing levels, skills requirements and rosters with the allocated budget, including after-hours call requirements.
- Undertake a training needs analysis to identify skill deficiencies and implement strategies to improve skills within the team.
- Actively participate in the recruitment and selection of MAG team members.
- Develop and maintain mutually beneficial business relationships with key customers.
You will bring
Experience in Administration and Customer Service ideally in a service based business with a large geographical footprint.
Be a proactive self-starter.
Strong communication and interpersonal skills
Proven ability to work well under pressure
Intermediate to advanced MS package experience
Pronto experience
