Local client, near Kingston upon Thames. Salary: £30,000 – £34,000 per annum
12 month Contract – ASAP start
We are currently recruiting for a candidate with good experience supervising a team of call handlers. for a leading organisation based in near Kingston upon Thames. This role will involve being the lead role within the team in handling external and internal customer enquiries and being an escalation point for complaints. You will assist in work allocation, quality monitoring, tracking of progress against service level targets and streamlining of office operations in order to achieve customer service excellence. This is a hands-on customer facing role with responsibility for relationship management and handling complaints.
Person Specification for the Administrator
Customer focused with excellent customer service skills
Excellent administration skills, accurate with good attention to detail
Coaching and training skills
Knowledge of regulatory context
Strong communication skills with the ability to deal with people at all levels, and contacts both inside and outside the organisation is essential
Prioritisation and organisational skills, with the ability to work to strict deadlines under constant pressure, in a dynamic and seasonal environment
Ability to quickly learn a high volume of product knowledge across a range of products and services
Computer literate, proficient in using customer databases, excel and other MS packages
Ability to analyse and solve problems and determine, recommend and implement solutions
Motivated to manage their own continuing learning and development, and the learning and development of team
Key Responsibilities: for the Administrator –
To take a lead role in the team in handling enquiries and complaints from Customer Services, Business Managers, centres, external quality advisors and students.
To work as part of the team, taking part in the work and activities across the teams, promoting a positive and customer focused culture. To lead by example being a role model through your skills, knowledge and behaviour and a visible and motivating presence to the team and the department.
To work with the Team Manager to monitor progress against service level targets and ensure that resources are allocated according to activity levels in order to achieve service targets.
To undertake monitoring and audit activity across the team to ensure that all activity is tracked, all issues are successfully resolved and Quality Standards are met.
To deputise for the Team Manager in their absence which will involve:
Line management support for team members including acting as an expert on product knowledge and handling escalated enquiries
Responsibility for liaison with internal contacts and stakeholders
Ensuring team activity is monitored and delegated tasks adjusted as required
To work with other teams to ensure training and development of team colleagues, developing customer service skills, process, product and system knowledge.
To deliver training of team processes as a user expert to support student administration and exams operations.
To take an active role in change projects, assisting in the roll-out of a new online results system and the associated process changes and identifying ongoing improvements
To assist the Team Manager in documenting work processes and producing training and systems manuals to ensure that all work processes are fully and accurately documented.
Ensuring stock of certificates and necessary supplies and liaise with Office Services to ensure all equipment is working and properly maintained.