Member & Client Support Administrator in Belfast

Overview

Ashton Recruitment require a Member & Client Support Administrator for our client based in Belfast.

Position: Member & Client Support Administrator

Location: Belfast

Duration: Temp-Perm

Rate of Pay: Available Upon Request

Hours of Work: Monday - Friday, 37.5 hours per week

Responsibilities

• Acting as an Ambassador for the Bar Library and Resolution Centre you will be expected to deliver a positive and top class front line customer support to all users of the facilities which will include, (not exhaustive):
• Providing a polished \"meet and greet\" service to members and visitors to the premises providing appropriate and tailored induction information to support their visit.
• Taking and responding to telephone and email enquiries with professionalism, positivity, courtesy, patience, collecting all necessary data to process booking enquiries and imparting all required information to leave the caller satisfied.
• Proactively triage enquiries and support requests appropriately and deliver excellent support directing enquiries to the correct point of contact based on having a comprehensive cross functional/departmental knowledge and an understanding of the full suite of services available to internal and external customers.
• Provide general administration, and assistance to business support and document services including to receive and/or fulfil requests from barristers for assistance with document scanning, indexing and tabulating, photocopying, storage and filing, recording and flagging up availability (Young Bar), updating barrister information on portal, information on Bar events; contact details; staff departments, concierge facilities - including taxi bookings; temporary parking; temporary baggage storage; umbrellas; paging/messaging, and general administration.
• To provide first level IT support to members and visitors where appropriate including, (not exhaustive): assistance with setting up wifi including Guest WIFI for non-members; assistance with advice on how to connect to printers and devices; keep up to date with SightLink provision and advise on access to SightLinks.
• Room Allocation and Booking Management; provide expert advice on availability of the various multi purpose space options whether they are required on a commercial or non-commercial basis; build quotations for commercial rentals in the Bar Library and the Resolution Centre and follow up appropriately with the objective of converting enquiries to business; liaise seamlessly with other Business Support Service staff and other relevant departments to assist in the prioritisation of workflow and provide timely solutions to such requests, managing the workflow so that requests can be delivered in line with agreed service standards.
• The post holder will be required to undertake other duties within competence and reason as appropriate and directed to support the work of other departments. In addition, for the avoidance of doubt the post holder may be required to undertake duties at any location we have offices including the Bar Library and / or the Resolution centre.

Essential Criteria

• A minimum of 2 A-Levels, Grades A - C or equivalent with an A-level in English is essential.
• Customer Service: A minimum of 3 years\' relevant demonstrated experience (gained within the previous 5 years) of successfully delivering customer excellence in a professional, demanding and pressurised office environment. Relevant customer service experience is defined as meeting at least 7 of 9 following criteria:
• Ability to take ownership and prioritise workflow, with appropriate attention to detail, confidentiality and quality assistance
• Proactively triaging queries to provide first level support on services available and / or sign posting as appropriate.
• Experience of accurately capturing service requests and translating into tasks to enable their accurate and timely completion within standard.
• Reception and switchboard experience, with excellent telephone and email etiquette to pass queries onto the correct person including setting up, forwarding, adding/modifying voicemail greetings.
• Experience of organising meeting logistics, invites and refreshments
• Experience of room booking and / or diary management.
• Experience of payment processing systems such as credit card payments.
• Demonstrable experience of first level technical support in relation to assisting with or providing simple advice in relation to wi-fi login, app, portal access, voice mail, webmail or other minor technical issues and / or logging and collating issues and details for escalation to IT department.
• Ability to identify the potential to upsell and/or offer guidance on additional services available.
• Experience of working within an office environment, including scanning, printing and photocopying, filling, general admin, document version control including adhering to quality requirements
• Experience of maintaining accurate and timely service records and assisting with their collation for the purpose of management reports.
• Excellent IT Skills including use of Content Management Systems, MS Suite (in particular Word and Excel) in relation to preparing documents, formatting and apply basic formulae.
• Data Protection: A working knowledge of Data Protection principles and how they apply to the working environment.
• Willing to train and act as First aider and fire safety warden.
• Flexibility to support meetings and events that may run beyond core business hours.

Desirable Criteria

• Customer Service Skills Accredited Training.
• Secretarial qualification.
• Food safety accreditation.
• First Aid trained.
• Fire Warden trained.
• Relevant customer service experience in a technical office environment.
• Previous experience of capturing and setting up Audio Visual (AV), WI-FI and other equipment requirements for meetings and events.
• Previous experience in an environment of selling commercial room space and developing quotations.
• Previous experience in providing hospitality support for catered meetings.

Skills and Competencies

Customer Service and business development

• Demonstrable ability to adopt an Ambassadorial role on behalf of the organisation; be warm and helpful, taking pride in the role and the organisation.
• Excellent customer service skills to deliver front line support services to members to meet and or exceed their needs in an efficient and timely manner.

Knowledge Management and Compliance:

• Ability to follow processes and procedures including understanding of and adhering to the necessity of confidentiality; be trustworthy.
• Demonstrated ability to maintain accurate and up to date records (paper based and electronic).
• Data Protection: A working knowledge of Data Protection principles and how they apply to the working environment of the Reception Hubs.

Effective Communication:

• Excellent communication skills (verbal and written).
• Demonstrable ability to absorb a lot of information and impart it to others knowledgeably, accurately and with confidence.
• Ability to accurately capture requirements, with a strong attention to detail.

Solution Focused:

• Ability to use own initiative to \"think outside the box\", be solution focused and forward thinking to resolve issues, proactively identifying potential or actual issues, willing to go beyond what is asked for.
• Ability to regularly review processes and look for opportunities to become more efficient.
• Flexible and adaptable in response to changing circumstances to help and ensure service delivery.

Ashton Recruitment is acting as a Recruitment Agency