We are recruiting for a Customer Service Administrator to join our Team based in Addlestone. The successful candidate will be responsible for gauging  customer perception of Schindler’s performance through survey and to provide management information in a timely fashion that will help the business proactively protect the portfolio, improve performance in EI, NI, MOD and Repairs and grow the business. The information collected will supply the business with root cause analysis and metrics, through NPS studies to improve, Quality, Compliance and Customer Satisfaction in accordance with the Customer Excellence Programme. This is a full time and permanent role.

Duties & Responsibilities:

• Conduct in excess of 4000 customer telephone surveys pa
• Administrate Schindler SAP based CSS process
• Administrate Customer Complaints Database
• Analyse root cause of customer responses / complaints
• Generate reports on a weekly basis to all levels of business
• Assist with the development & delivery of CSS induction training to FO
• Maintain / improve process & associated documentation
• Analyse NPS information to improve Quality, in accordance with the Customer Excellence Programme
• Any ad-hoc projects / duties as defined by your line manager.
• All employees are required to work in accordance with established Company Occupational Health and Safety policies and procedures to ensure compliance with current UK legal requirements and Schindler Group safety requirements 
• Employees must comply with Company Health & Safety requirements and set a personal example of safe behaviour 
• Employees will be required to contribute to the Company safety objectives, where necessary by maintaining/monitoring current safety systems under their direct control and implementing agreed changes (where applicable) to Schindler Ltd occupational health and safety management system