Account Support Administrator

Your role will be to support the account managers and account executives in providing excellent customer service to our clients. The first-line in support, this is a busy role which includes a range of administrative duties as well as liaising with clients, suppliers and colleagues at all levels.

• Handling of client support requests via telephone, email and ticketing systems daily
• First point of contact for issues, incidents and breaches of SLA
• Liaises with clients, their suppliers, contractors and carriers
• Provides a range of reporting to support invoicing, account reviews and analysis of sales performance data
• Compiles activity reports and is involved in client invoicing
• Supports change control procedures, raising tickets for small changes with IT where necessary

We welcome applications from candidates with any of the following skills or attributes: Sales support, administration, client support, customer services advisor, helpdesk operative, account administrator, SLA

Essential Skills

• Able to build productive relationships - "be a people person"
• Flexible approach to work with a 'can-do' attitude
• Well organised with good attention to detail
• Good oral and written communication skills
• Proficient with standard office applications e.g. Excel, Word, Email
• Calm and with a positive outlook, even under pressure
• At least one years' experience in a client facing environment as a customer services advisor, helpdesk operative, account administrator or similar.
• An understanding of ecommerce, fulfilment, third-party logistics, warehousing and contact centres
• Demonstrable experience of handling a high volume of customer service requests, delivering a high proportion of first-time resolutions but escalating where necessary and documenting issues clearly
• Due to the operational nature of the business being 24 hours, additional hours or occasional weekend working may be necessary
• Occasional travel to other depots may be required

About Company

Whistl are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.

Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.

• Enhanced Annual Leave entitlement, starting at 31 days (including public holidays), increasing up to 36 days with long service
• VIP Discounts on select clients' products and services.
• Access to our prestige Benefits and Rewards Portal: including discounts on High-street shopping, days out, entertainment and food & drink, including popular brands such as Apple, Samsung, and Buyagift.
• Long Service Rewards: both financial and leave based.
• Health Cash Plan: in which you can get money back on health treatments such as prescriptions, eye care, dental, and more.
• Life Assurance Scheme: A scheme that may provide a lump-sum payment should you die whilst employed by the company.
• Career Development Opportunities: through E-Learning, Management Development Programmes, and Apprenticeships in which you can gain professional qualifications during working time at no cost to yourself.
• Access to a well-established Employee Assistance Programme provider: who provides support to our people and their families in areas such as their health and wellbeing.
• And other excellent benefits you'd expect from a market leader.

Due to the nature of our business, this role may be subject to a basic DBS check.