Job Description

Out of Hand Ltd

Job Title: Customer Service Assistant

Direct Manager: Managing Director

Full time position (Part time also available, please see other ad)

- 27,072 per annum (equivalent to 12.25 per hour) to 28,177.50 (equivalent to 12.75 per hour) depending upon experience, plus benefits

- 20 days holiday pro rata, plus bank holidays (28 in total)

- Full time role: 42.5 hours (Monday to Friday 9.30am to 6pm, but may adjust depending on season)

- Added staff benefits include discounted tickets to selected music events and festivals.

General:

The Customer Service Assistant is usually the first and last person to be in contact with allcustomers, therefore the impression created and service given by this role is crucial as it strongly influences how customers will feel about Out of Hand Ltd. You need to know exactly how Out of Hand operates, what each employee and department is responsible for, and have the confidence and knowledge to ensure customers are routed to the correct individual with minimal fuss and ensure correct messages are taken / relayed whenever necessary.

Reporting to the Managing Director you will be responsible for building customer relationships to increase spend, productivity and profitability. You will be expected to grow sales, margin and maintain a supply chain to the customer, aiming to become the customers preferred supplier, working as part of the internal team undertaking comprehensive Customer Service and Sales duties, whilst supporting the Senior Sales team.

Excellent organisational skills and competent PC skills are also required for administrational tasks and customer service duties. Ensuring that customers are dealt with in a prompt and professional manner, and that orders progress through the company efficiently following company procedures.

Responsibilities:

- Meet greet and respond to any customer / visitor enquiries, ensuring Reception is maintained to required company standards.

- Handle telephone enquiries, establishing needs and transferring to correct dept, taking and relaying full and correct messages when necessary.

- Investigate and solve customers' problems and handle customer complaints or any incidents.

- Assist with the tracking and courier collections/delivery when necessary, including the courier labelling.

- Keep accurate records of discussions or correspondence with internal / external customers and departments

- Produce written information for customers, including order confirmation, sales quotes, invoices, tender documents, sales pitches, delivery notes etc using Exchequer and other computer software

- Deliver service excellence through timely response to customer enquiries generated through telephone, email, face to face and postal enquiries

- Develop a relationship with key contacts at each account to maintain service levels

- Identify sales and re-marketing opportunities for further business growth, research these where necessary, maintain records and feed back to team to maximise enquiries

- Maintain and develop the company contacts database on the OOHB OPS system, including OLE upload of approved company and customer price lists

- Act as an ambassador of Out of Hand positively promoting the company to all outside parties including cross selling / introducing other product lines at appropriate points of contact in and out of the office

- Send out marketing material and sales/sample packs with supporting correspondence logging and systematically following these up

- Establish cyclical contact with clients to make sure they have received our quotes and update recorded notes.

- Department filing (both paper and computer based)

- Maintain standards of personal presentation so that you represent Out of Hand favourably

- Assist with office recycling tasks and any 'non clerical' tasks such as refreshment making for clients, moving boxes, tidying up, etc

- Liaise with other staff to ensure the smooth running of each department and company as a whole

- Participate in the generation of ideas to the benefit of Out of Hand

- Any other reasonable task required to ensure the success of Out of Hand

Professionalism:

- Work in a professional and efficient manner at alltimes

- Comply with all health and safety requirements

- Observe all applicable legal requirements

- Comply with Staff handbook and H&S manual and ensure vehicle logging is carried out correctly.

- Be courteous and helpful to all clients and other members of staff

Out of Hand is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination. We welcome applications from all suitably qualified or experienced people. The aim is for our workforce to be truly representative of all sections of society, and for each employee to feel respected and able to give their best.

Please apply by including a CV and cover letter addressing the job specification and explaining why Out of Hand is the company for you.

Interviews will take place over the next few weeks.

Job Type: Full-time

Pay: 27,072.00-28,177.50 per year

Benefits:

Employee discount Sick pay
Work Location: In person