Branch Administrator

time type Full time
posted on Posted 30+ Days Ago
time left to apply End Date: January 31, 2025 (19 days left to apply)
job requisition id JR40000923
POSITION TITLE Customer Service Administrator NQ FIRE
DEPARTMENT / DIVISION Chubb Fire and Security
DATE December 2024
REPORTS TO Branch Manager/ Regional manager
POSITIONS REPORTING TO THIS ONE None
JOB PURPOSE To provide administration support to the CFS Branch, Supervisors, and Technicians and to assist with all customer inquiries (internal and external).
INTERNAL STAKEHOLDERS Commercial Manager
Service Delivery Team
SDC Team
NAC Team
Branch Manager
Service field techs
CRITICAL RESULTS Customer Service Team Provide first call resolution to customer requirementsMake and receive Phone calls, emails, for internal and external clients/ suppliersAction tasks from communicationsReview operating software system/ service management systems, generate defect quotes from detail in tech work reports, electronic and hard copies, where required.Generate sales/ quote and notices from information supplied.Work with internal providers, NAC, SDC to ensure site information, work orders etc are logged.Update, modify and create customer service profiles, records and actions for maintenance and reactive tasks, for local and national clientsProvide telephone and Email customer service to ensure service levels within the region assist in building customer relationships.Ensure all communications, verbal and written are effectively closed out to satisfaction of internal and external customers.Work closely with Customers, Branch, Territory and State Managers, Supervisors and Major Account administrators/sales staff to identify customer service problems and work to resolve them.Provide support, advice and assistance to team, in all areas where reasonably required, with task description, seek support from team where required.General Branch administration, Timesheets, accounts payable / receivable, reports, invoicing, purchase orders, account reconciliation, leave planning, and on-call rosters.Complete tasks and provide support in above tasks to team in a timely manner.Review call logging register and ensure customer inquiries are actioned and closed off within acceptable timeframes.Review compliances in all tasks, report to manager on any concerns, abnormalities and provide assistance to team and client to ensure effective outcome.Actively assist supervisors with day-to-day admin support with customer inquiries.Maintain registers and database information for branch use.In company software systems and tools, local and national.Prompt completion of maintenance and installation certificates as required by local government councils.Assist with advice and assistance to team, supervisor and management in actions and tasks that need to be measured and reviewed for client satisfaction and compliance.Provide products counter sales service, as required (internal and external clients).Complete tasks that may be required from time to time, to ensure customer satisfaction and branch requirements, as required (internal and external clients).Processing Team CFS contracts site maintenanceWork with internal providers SDC/NAC to ensure database accuracy, local and national teams.ProjectsProject set-upMaintenanceInvoicingVariation ProcessingContract Administration.Manuals/ FilingServiceResolving all customer invoice disputes generated by the CFS Service BusinessPrompt completion of maintenance and installation certificates and reports, as required by local government councils, authorities and legislation.All timesheets and annual leave forms are promptly consolidated and submitted to payroll each week.Adequate stationery levels are maintained for all AS1851 requirements.Ensure all service supporting documentation required for National Accounts are submitted weekly or prior to the last day of EOM.Planning and coordination of all service tasks for team, i.e. Testing and Reactive works, including stock control.Attend toolbox meetings to resolve issues affecting administration and customer process.Attend, participate, in Meetings, as may be required from time to time, with Branch Manager to ensure service procedures, any specific tasks that may be required, are adhered to.Order and administrate Warehouse orders, deliveries and supplies for team, branch.Provide support and training to others, in service duties / tasks, to ensure all aspects of business operation are redundant and tasks are covered in times of any absence.Learn new processes and procedures implemented by company from time to time, provide effective input to improvements in these areas, where required.Administer technician license, induction procedures and tools.Prioritise, consult, advise and administer tasks to the requirements set by Branch/ Regional manager/ company from time to time.Provide advice and input on any safety concerns, events that may cause harm or unwanted cost to company, events directly or indirectly to management, when required or as a situation arises.PERSON SPECIFICATIONInitiative – a predisposition to take action, to improve results or create opportunities.Information seeking – curiosity and the desire to acquire broad as well as specific information to get to the bottom of issues.Achievement motivation – a concern for working well or competing against a standard of excellence.Customer service orientation – a desire to help or serve others by discovering and then meeting their needs. Customers may also include internal colleagues.Analytical thinking – the ability to understand situations and solve problems by breaking them down and thinking about them in a systematic and logical way.Teamwork and co-operation – the ability to work and to get others to work co-operatively with others, without personal bias or agendas.Self-control – the ability to maintain self-control when faced with emotional or stressful situations.Flexibility – the ability to adapt to and work effectively within a variety of situations and with various individuals and groups.Be confident to discuss and communicate concerns and issues with management, in times of increased pressure and stress.Provide advice in a non-emotional, professional and non-biased manner.Endeavor to work in harmony and in a positive manner for all team and client interactions.Provide first call resolution to customer requirements.Improve quality and efficiency in all areas of CSC throughput.Provide effective results, information, advice and communication in high volume and stressful situations.Tools & resources to be interacted with in role & position Phone – Mobile and WebComputer - LaptopSoftware systems – service tool, accounting and warehouse tool – Field one, Pronto, Accenture, etc.Customer portals – web basedLogbooks and compliance formsStock order and supplier invoicesTechnician, suppliers, customer and internal staff, local and national.Role Dimensions: CFS Townsville & Mt Isa and immediate regions.
Additional Information About Us, Our Culture & What We Can Offer You Established over 200 years ago, Chubb Fire & Security is a global business driven by keeping people and the world safe. We provide essential systems, equipment, and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent businesses to many of the FTSE 100 companies.
We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that every day. We are proud to offer extensive training to all of our new Advisors, fully supporting and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.
About UsWhen you join Chubb, you join a business that has been providing fire safety and security solutions and services for more than 200 years.
This heritage inspires us to be innovative; we've become experts at adapting to new technologies and now work for organisations of all sizes and sectors around the world. We do this without ever losing our human touch.
Our localised, personal service is delivered through an expansive global network that includes 12,000+ experts, each one focused on protecting, securing and optimising facilities and operations.
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