Customer Service and Planning Administrator

Customer Service & Planning Administrator
Location: Bishop's Stortford
Start Date: ASAP

Salary: £27K to £30K DOE

My client, a well-established and customer-focused organisation based in Bishop's Stortford, is seeking a proactive and detail-oriented Customer Service & Planning Administrator to join their team immediately.

This is a key role within the Customer Service & Planning team, responsible for ensuring that every customer interaction is handled with professionalism, efficiency, and care. You'll be the central point of coordination between customers, engineers, and internal teams-ensuring smooth operations and exceptional service delivery.

Experience of creating customer accounts, log customer requests, manage contracts, order equipment, understanding invoice and purchase order processes, administrate customer files and handle customer complaints is necessary in this role. You will also have experience and be good at planning service calls and call out activity of field-based engineers and contractors ensuring optimisation of resource within a geographical area.

Key Responsibilities:

• Deliver outstanding customer service across all channels, ensuring a positive experience at every touch point
• Accurately log service and repair call outs, ensuring timely responses and resolution
• Work in line with customer contracts and service level agreements (SLAs)
• Order and coordinate the delivery of equipment to support engineering operations
• Record, manage, and escalate customer complaints in a professional and timely manner
• Plan and schedule service visits and emergency call-outs for field-based engineers and contractors
• Ensure optimal use of resources within designated geographical areas
• Maintain accurate and up-to-date customer files and account records
• Liaise with the sales team to ensure smooth communication regarding equipment placement and service updates
• Understand and follow internal invoicing and purchase order procedures
• Monitor and manage workload exceptions to maximise productivity
• Collaborate with leadership and stakeholders to measure and improve field service effectiveness
• Conduct proactive customer calls to reduce cancellations and improve service efficiency
• Champion new systems and processes, contributing to continuous improvement initiatives

Ideal Candidate Will Have:

• Previous experience in a customer service or service planning role,
• Strong organisational and multitasking skills with a keen eye for detail
• Excellent communication skills, both written and verbal
• Confidence in handling customer queries, complaints, and escalations
• A reactive and solution-focused mindset
• Familiarity with CRM systems and planning tools
• Ability to work well under pressure and adapt to changing priorities

This is a fantastic opportunity for someone who thrives in a fast-paced environment and enjoys being at the heart of operations, ensuring customers receive the best possible service.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.