Service Administrator

Company Description

Inspiration Healthcare is a British based, global provider of medical technology, and our mission is to pioneer medical technology that improves outcomes of patients, starting with the very first breaths of life.

We provide high-quality, innovative products to patients around the world that help to improve patient outcomes, and we actively invest in innovative product opportunities, disruptive technologies and, of course, our people.

The Group comprises of Inspiration Healthcare Ltd, SLE Ltd and Viomedex Ltd in the UK, and Airon Corporation in the USA. We sell neonatal intensive care and operating theatre equipment around the world through a network of distributors into over 75 countries.

We also offer a full range of ambulatory infusion care devices for both hospital and homecare applications to customers across the UK and Ireland.

Products range from highly sophisticated capital equipment through to single-use disposables all of which can help improve outcomes of extremely sick patients.

We can proudly admit that we haven't come this far without entrepreneurial spirit, a solution driven attitude, and a determination to improve outcomes for premature and sick babies. So if making a positive difference to other people's lives resonates with you and you believe that you have what it takes to flourish and succeed in this role, then we’d love to hear from you.

Position

Job Purpose (Role Definition):

To provide a first-class support service to IHG Group customers and employees by ensuring all servicing of devices is upheld and enquiries/requests are dealt with in an efficient, prompt, and courteous manner.

Main Duties and Responsibilities:

• Handle all enquiries and raise call back requests - direct to appropriate service personnel, as necessary.
• Acting as a first line escalation
• Ensure information systems and databases are kept up to date.
• Service PPM Reminders.
• Produce KPI reports for Service activities including Process Warranty claims.
• Ensuring all Invoicing is completely within a timely manner for dispatching, repairs and/or Sales orders to customers.
• Lead the service admin team with strengthening the quality and volume of relationships between the Company and customers through the provision of a high quality, efficient, courteous, and professional service.
• Address customer issues effectively and in a timely manner, seeking support and guidance where necessary, and ensuring customers are updated regularly on the resolution of their issues.
• checking and forwarding, as appropriate, emails received in the Company’s mailbox at regular intervals
• Managing and ensuring all mail in answered according to business SLA and response times.
• Ensure all contracts and renewals are done for due date

Management Responsibilities:

None

Requirements

Experience and Qualifications Required:

Mandatory:

• Good basic IT skills.
• Knowledge and application of an ERP system.
• Distribution warehouse experience

Key Skills and Competencies:

• Self-starter with excellent ability to organise and prioritise;
• Excellent attention to detail;
• Strong team player;
• Proactive approach to problem solving;
• Analytical
• Proactive in improving order processing function processes.
• Good time management and effective at meeting deadlines.

Other information

As well as being dedicated to providing a great place to work in a rewarding, stimulating and environmentally conscientious environment, we offer an extensive range of benefits, listed below, and actively support learning and development opportunities for all:

• 25 days' holiday pa, rising to 28, plus bank holidays
• Blended working options
• Enhanced pension scheme (with salary sacrifice option)
• Bonus schemes
• Sharesave scheme
• Mind & body wellbeing support
• Healthcare cash plan
• Retailer discounts
• Life assurance
• Enhanced and equal leave & pay for new parents
• Cycle to Work
• SmartTech scheme
• Electric Car Benefit
• Employee referral scheme
• Travel season ticket loan