Field Agent Team Administrator

Field Agent Team Administrator Administration Permanent Nov 6, 2026

Field Agent Administrator

Location: Aspinall House

Contract Type: Full Time, Permanent

About the Role

We are seeking an organised and customer-focused Field Agency Administrator to join our team. This is a fast-paced role that supports the effective management of our field and desktop agents, ensuring work is allocated efficiently, customer expectations are met, and service standards remain consistently high.

The successful candidate will be a confident communicator with strong administrative skills and the ability to manage multiple priorities. You will act as a key point of contact for agents, clients, and internal stakeholders, supporting operational delivery and driving excellent customer service.

Key Responsibilities

• Adhere to internal and customer Service Level Agreements (SLAs).
• Deliver consistently high standards in service and quality audits.
• Work independently and use initiative to resolve issues and support operational delivery.
• Manage inbound and outbound telephone calls.
• Process incoming correspondence from field agents.
• Review and action agent chases, updates, and exceptions.
• Conduct difficult conversations professionally, respectfully, and effectively.
• Maintain detailed knowledge of EWIS processes and procedures.
• Carry out initial investigations into complaints and support resolution activities.
• Monitor and review agent availability diaries.
• Support the allocation of work to field and desktop agents, providing technical guidance where required.
• Review and resolve allocation queries and exceptions.
• Build strong working relationships with colleagues across the business.
• Support the recruitment and onboarding of new field and desktop agents.
• Review and manage queries relating to the agent app and portal.
• Ensure compliance with all company policies and procedures, including GDPR, Health & Safety, and Social Media policies.
• Undertake any other duties as required by management.

Skills & Knowledge

The ideal candidate will demonstrate:

• Excellent internal and external communication skills.
• Strong customer service skills and experience.
• Good IT and systems knowledge.
• Strong organisational and prioritisation abilities.
• Comprehensive process knowledge and attention to detail.
• Confidence handling telephone enquiries.
• Effective problem-solving and decision-making skills.
• High-quality written communication and letter-writing skills.
• Ability to communicate effectively with agents, inspectors, clients, and colleagues.
• Experience handling complaints and conducting initial investigations.
• Understanding of finance-related processes.
• Ability to conduct coaching and performance conversations where required.
• Strong time management skills.

Qualifications

• GCSE Grade C/4 or above (or equivalent) in English and Maths.
• NVQ Level 1 or Level 2, or equivalent qualification.

Experience Required

• Previous administrative experience.
• Experience working within an office environment.
• Telephony and customer contact experience.
• Experience producing professional written correspondence.
• Proven track record of delivering excellent customer service.

Personal Qualities

• Demonstrates excellent timekeeping and reliability.
• Maintains a professional and positive attitude.
• Works effectively as part of a team.
• Takes ownership of their own development.
• Leads by example and supports colleagues.
• Is committed to continuous improvement and innovation.
• Challenges existing processes constructively to drive efficiencies.
• Maintains high standards of professionalism and integrity.

Why Join Us?

This is an excellent opportunity to join a supportive and collaborative team where you can make a real impact on operational performance and customer service delivery. You'll be part of an environment that encourages development, innovation, and continuous improvement.

BH1461

This is an internal only application and External applications will not be accepted. The deadline for the role is Thursday 19th November.

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