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  • Apprentice - Premiere Furniture

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    Premiere Furniture

    Job Description – August 2016


    Job Title: Apprentice Office Administrator
    Reports to: Office Manager and Deputy Office Manager
    Responsible for: All Sales Admin, Sales Support, and Customer Care Functions across Sales Functions – Planned Maintenance and New Build

    Main Purpose of Role
    The apprentice will be trained to become responsible for all admin functions incorporating SOP and Customer Care, for Planned Maintenance and New Build business. Exact duties will be allocated by the Office Manager and Deputy Office Manager, and it is envisaged that the apprentice will carry out varied duties on a planned basis in order to ensure that they have a full grounding in all areas. However there will, at the discretion of the Office Manager and Deputy Office Manager, be “specialists” within the team who predominantly carry out one or a smaller number of individual functions, in order to maintain consistency and continual improvement.

    Overall Duties and Responsibilities
    1. Estimating and Order processing in SOP
    2. Customer Care issue investigation / ticketing system
    3. General Administration duties
    4. Incoming customer and tenant enquiries
    5. Various tasks as directed by Office Manager and Deputy Office Manager
    6. Monitoring and controlling of email inboxes
    7. Dealing directly with internal customers to ensure all required information is dealt with in a timely manner
    8. Actively contribute to improvement and efficiency projects in line with the company strategy with support of manager
    9. Commit to the team and support other team members with the aim of delivering excellence.
    10. Accountability for own responsibilities and daily tasks that have been requested by Office Manager / Deputy Office Manager

    More detailed specific areas : Quotations and Customer Orders
    • To allocate quotations and revisions
    • Check plans to ensure accuracy
    • Answer incoming calls and provide general information to customers
    • Receive and print incoming pricing enquiries
    • Sort, prioritise and distribute pricing enquiries accordingly
    • Prepare design and quotation for client inc. plan, list, 3D & price
    • Send quote documentation to client
    • File completed quotes
    • Revise quotations due to design alterations
    • Follow up outstanding details with Surveyors and Business Development Managers (BDM’s)
    • Receive and print incoming orders
    • Sort, prioritise and distribute orders accordingly
    • Review orders for completeness and contact customers for missing information
    • Import quotations ready for processing
    • Process orders promptly and accurately
    • Liaise with different departments to establish delivery dates
    • Process card payments, where applicable
    • Check orders prior to manufacture to ensure accuracy and completeness
    • Advise clients of delivery dates and/or send order acknowledgements
    • File completed orders
    • Update daily KPI’s
    • General housekeeping and office administration
    • To carry out any other duties as reasonably required by the Office Manager and Deputy Office Manager

    More detailed specific areas : Customer Support

    • Update Client information, inc. operational documentation such as SLA’s, specifications and contract sheets
    • Answer incoming calls and provide general information to customers
    • Investigate and respond to customer queries, ensuring 100% query resolution within the specified timeframe
    • Record incomplete orders and re-schedule delivery
    • Record customer service queries on to Customer Relationship Management (CRM) system
    • Use ticketing system to provide detailed information on customer issues and provide resolutions
    • Arrange the collection of un-required goods, where applicable
    • Assist in the preparation of daily/weekly reports for improvement meetings
    • Provide a root cause and initial analysis for issues received by customers
    • Provide detailed information for credit requests and update audit trail
    • Liaising with customers to arrange deliveries and manage expectations

    And any other specific administrational responsibilities in line with company requirements allocated from time to time by Office Manager or Deputy Office Manager


    What Does Success Look Like?

    KPIs to drive success will include – but not be limited to:
    Daily Estimating volumes and minimising Estimating Backlog – Planned and New Build
    Daily Order input volumes and minimising order Backlog – Planned and New Build
    SOP accuracy at input – measured by returned units due to input/checking error
    Ticketing system KPIs
    Customer Satisfaction – Internal and External
    Order and Estimating Lead times

    Detailed KPI’s will be outlined by Office Manager and Deputy Office Manager


    Person Specification

    Skills and Qualifications E (Essential) D (Desirable)
    Team Player E
    Good all round office and IT skills. E
    Close attention to detail and desire to “get it right” E

    About the Apprenticeship

    This apprenticeship will be run in conjunction with Gloucestershire College and the Apprentice will work towards their Level 2 or 3 Business Administration Qualification.

    Working hours are 35 per week.

    Starting salary will be £157.50 per week. Following a successful 6 probation review, this will increase to £175.00.

    After 12 months and on successful completion of qualifications and satisfactory work record we would look to review wage and increase to or above National Minimum wage.

     

    Please apply to hradmin@markeygroup.co.uk with your CV and covering letter by 25 November 2016

Markey Group
associated companies

  • Premiere
  • Park View Gloucester
  • Student Digs Gloucestershire
  • Markey Interiors
  • Markey Construction
  • Honeybourne gate

Markey
accreditations

  • Invest in people