Customer Service Administrator

We’re a business that believes life is better by the water. It’s our mission to deliver a special waterside experience whether you live, visit or work at an Aquavista marina.

Being the biggest network of inland and coastal marinas in the country, we offer residential and leisure moorings in our 29 unique locations on the water - as well as boat sales, floating homes and all the bits in between.

There are 200 friendly faces that make up the Aquavista team throughout our different locations. Together, we make a real difference to the business with our expertise and enthusiasm and we pride ourselves on providing excellent service to make our brand shine and our customers happy.

We’re in a growth phase with exciting times ahead (maybe with you!), so if you think you’d fit in, we want to hear from you.

What's the role

We're looking for a full-time Customer Service Administrator to join our Customer Services team at Sawley Waterside & Marina.

This role will deliver the administrative activity that supports our customer journey responsibilities in line with Aquavista’s Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

A skilled administrator with experience of customer relationship management, you’ll be a strong team player with a proactive ‘can-do’ attitude. You’ll work with the other Customer Service team members to provide the highest standard of support to our existing customers, prospective customers, and our marina operations teams and other internal stakeholders. This role requires strong data management skills, excellent attention to detail and ability to multi-task to deliver the varied demands of the business.

Travel to other locations is occasionally required but the role is mainly based at our Support Centre at Sawley Waterside & Marina.

Customer service management

• Works closely with the Sales & Marketing team and the Marina Operations teams to deliver best-in-class customer service management including an established set of response times and communications quality standards for all touchpoints within the customer journey
• Answers incoming calls from customers and prospective customers
• Ensures the customer service email inbox is managed effectively and all emails are responded to within 48 hours
• Ensures any complaints are processed as per our Complaints procedure and where possible, queries and issues are resolved quickly and adeptly
• Produces month end reporting
• Manages the composite council tax boat move audit process
• Undertakes general administrative duties including basic data entry and validation, producing correspondence, reports and other documentation efficiently
• Ensures the CRM system routine housekeeping tasks are completed on time

Mooring and Boat Sales enquiry handling

• Ensures that prospective customer enquiries via telephone and email are handled efficiently and effectively to increase likelihood of conversion into a new mooring contract or boat sale.

Customer acquisition

• Customer onboarding - ensures that the new moorings contract process is followed, new contracts are converted within 48 hours of receipt from the marina teams and customers receive all required documents on time
• Takes phone payments and carries out credit checks as part of the new joiner process
• Along with the marina teams, is a point of contact for new customers to answer any questions they have about their new contract

Customer retention

• Renewals - Reviews, prepares and sends out mooring renewals on a monthly basis to marina teams and customers. Processes the monthly renewals and any change of details and changes to contracts required
• Non-renewals and terminations - processes contract non renewals and terminations
• Supports Aquavista’s customer retention objectives by processing renewals and terminations within the defined SLAs and provides accurate reporting to the business
• Debt – ensures the monthly debt communications are processed as per the monthly calendar

Stakeholder relationships

• Fosters a positive and trusted relationship with Marina Managers and Regional Operations Managers
• Attends weekly catch ups with Regional Operations Manager via Teams
• Provides training and CRM ‘surgery’ days with marina teams to ensure they are following correct process and procedure
• Attends regional Marina Manager meetings and marinas when required
• Ensures that the Head of Sales and Regional Operations Managers are kept up to date with any issues or challenges regarding the delivery of the Customer Support monthly task calendar.

What we’ll need from you.

• Previous experience of customer relationship management
• Skilled data inputter with excellent attention to detail and accuracy
• Outgoing, great people skills and able to spot issues and resolve them quickly and adeptly
• Excellent communication skills used with geographically remote internal stakeholders
• Proactive approach with the ability to manage and prioritise own workloads productively
• Confident user of computer systems and following processes and procedures
• Proactive, motivated, ability to work on own initiative
• Ability to multi-task and work at a fast pace, well-organised with exceptional time management
• Proven ability to take a customer-centric approach
• Able to work to deadlines
• Someone who holds themselves to account with high standards.
• Full driving licence

Benefits.

• 33 days holiday (inclusive of bank holidays)
• 6% matched pension
• Private Vitality Healthcare
• Life Assurance
• Employee assistance programme
• Employee discounts on moorings
• Investment into your professional development
• Working by the water

How to apply:

If you feel like we’re a good match, get in touch. Please send us your CV and a short cover letter to tell us a bit more about what you can bring to Aquavista to [email protected].