Location: UK
PTSG was founded in 2007 to fulfil an industry need for a single provider of multiple specialist services to the construction and FM sectors.
Since then, we have become the leading supplier of fall arrest equipment services, electrical testing, specialist building access, fire solutions and water treatment.
Job Purpose:
To retain and develop the existing PTSG customer base (for a designated Division) by securing fixed term maintenance contracts and providing clients with an exceptional customer experience during the contract renewal process.
Key Accountabilities (major end results the job is expected to achieve):
- Manage and administer contract renewals for a designated part of the customer base, including the hard copy generation and distribution of contracts.
- Build and develop relationships with customers, helping to resolve any internal issues and providing valuable insights to Sales, Operations and senior management about service and future business potential.
- Working with a Customer Database ensuring all calls, emails and quotes are issued and logged accordingly.
- Understanding and communicating information on the products offered within the business.
- To assist in any other administration duties, scanning, data inputting etc
Job Context / Key Challenges:
This is a fast paced high volume environment.
This is not cold calling and any outbound calls are to our existing customers only.
The team have customer retention targets in place which they aim to meet each month (not commission driven). Achievement of these targets is high profile internally and externally– they are always presented for example in the Annual Reports & Accounts
The diverse client base and issues raised make the role varied and interesting, but it involves a degree of repetition and routine e.g. generating letters and preparing large volumes for posting.
progress of orders.
Role Dimensions:
Individual contributor role
Sole responsibility for renewing a designated part of the customer base.
Person Profile (Qualifications, Knowledge, Skill and Experience):
- Proven experience of telephone based customer service or sales in a similar environment
- Strong administration and organisational skills – able to plan and prioritise
- Results orientated and comfortable with working to numeric targets
- Strong IT Skills including Ms Word, Excel and Outlook
- Detailed orientated, with proven experience of good system and record maintenance
Organisation Structure (place in the organisation):
The team currently consists of 8 Renewals Administrators who all report direct to the Renewal Manager.
In a matrix environment, each Administrator will work with colleagues from the Division they support (Directors, Sales Managers, Operations and Contracts Managers) and other functional professionals e.g. Finance.