Customer Service Account Administrator Apprentice

Apprenticeship Team, Northbrook College, Sussex
East Grinstead
307.69 GBP Weekly
08 Aug 2017
13 Aug 2017
Contract Type
Full Time

Job Content:

  • Responsible for day-to-day administration for the specified accounts. To include: order file processing / client reporting / production of appropriate shipping and packing documentation
  • Responsible for booking and managing 3rd party collections with all ILG's carriers
  • Responsible for managing, making and co-ordinating deliveries for slot time customers and arranging the relevant transport in order to meet the allocated date and time
  • Ensure all slot time deliveries are billed on to the relevant client and any costs are updated to reflect the actual cost to ILG
  • Responsible for raising and completing claims & tracer forms with carriers in the agreed timeframe and taking ownership until completion.
  • Utilise the client and in-house hosted ticketing system to provide updates on client queries within the agreed SLA
  • Provide detailed information when requested to the nominated Account Managers/Executive
  • Provide additional telephone support as required
  • Actively support operational change whilst effectively minimising disruption to production and service
  • Maintain and improve performance levels to ensure that all elements of the client SLA are met
  • Responsible for communicating any issues/information that may impact the delivery of service
  • Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of all contracts
  • Ensure all business and individual key performance indicators are met
  • Contribute actively to achieving departmental service level and targets
  • Responsible for managing live chat, dealing with any inbound queries and passing these onto the relevant departments within agreed timeframes

Performance Standards:

  • All client collection requests managed and booked and billed within the agreed time frames
  • All client reports produced and submitted at agreed time frames
  • All customer issues escalated appropriately and immediately
  • Complaints investigated immediately and escalated where required
  • Adherence to procedures and where they need to be put in place, development of required procedures
  • Provision of adequate phone and account cover at all times
  • Ability to communicate professionally, efficiently and tactfully with external and internal customers through written and verbal communication
  • Research and resolve both written and telephone queries, producing accurate written data where required
  • Support and develop relationships with all areas of the business to communicate, understand all relevant information


  • 100% documentation accuracy
  • Administration activity timelines met
  • Completion of objectives
  • Reports issued by agreed SLA
  • SLA account rules adhered to