Reception / Switchboard

At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home.

This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work. Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses. The Software Support Department assists customers with queries and problems relating to the KCS application software.

Role Summary:

Switchboard duties and Office coordination duties and coverage.

Key Responsibilities:

1. Switchboard / Reception
2. Directing of all inbound phone calls to the correct Department or internal employee, taking individual diaries and bookings into account.
3. Using the telephony system and software required to vet customers and route them to the correct department.
4. Identifying calls that are not Support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests.
5. Effectively handling complaints and call escalation requests from Customers and notifying the Leadership Team thereof.
6. Effectively handling Customer feedback requests and notifying the Leadership Team thereof.
7. Taking messages for internal employees when He or She is not available to take phone calls.
8. Directing all external visitors coming through the front door.
9. Sending out birthday email notifications to Company for all internal employees.
10. Booking of all meeting room requests and managing bookings accordingly.
11. Ordering food for meetings as well as training.
12. Switching off any meeting room lights, digital displays etc. when leaving the office.
13. Working with members of the Support Leadership Team and other Departments to ensure that Customers receive a prompt efficient service.
14. Alerting the Leadership Team when necessary regarding any sensitive Customer issue or high priority Support call logged.
15. Following and applying the standard Commercial Software Support Procedures and Practices.

Skills, Knowledge and Experience:

1. Office Coordination
2. Extensive experience in a Customer-focused role in a service oriented environment.
3. Proven experience in a role requiring good written and verbal communication skills.
4. A good knowledge of the Support Team's Standards and Procedures.
5. Absolute confidentiality is required for this role as sensitive information is shared and accessible.
6. Knowledge of the KCS application software or similar.
7. Experience in a software Support environment or similar.

Personal Attributes:

1. Professional
2. Meticulous
3. Neat and tidy
4. Self-motivated
5. Trustworthy
6. Works well under pressure
7. Excellent written and verbal communication skills
8. Presentable at all times

Special Conditions:

The Receptionist will be required to work a dedicated shift of 08:00 – 17:00 on Weekdays (with an hour's lunch) on a permanent basis as coverage at Reception is essential during SLA contracted hours.

Remuneration:

The salary is commensurate with the role and experience.

Company Info:

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted. If this role is of interest to you please apply online.

Health and Safety:

The Health and Safety at Work Act puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work. Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.