Administrator - Client Success Team in Lancing

Location: On site / Lancing BN15, UK

Job type: Permanent / Full-time

Sector and subsector: Office Support | Office Administration

Annual Fixed salary: £26,437.00

Company Description

Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple award winner. Yes, our roots are in carpark management, however, we’re so much more expanding into new verticals to disrupt industry norms and elevate our sector with technology led solutions that deliver measurable business impact for our clients, as well as improve the public’s everyday experience of travel and parking.

Position

As a member of our Client Success team, your main focus will be to support our growth in self-ticketing capability, leveraging our 'Manage My Car Park (MMCP)' app to support customers with specific parking challenges and needs. The successful candidate will be responsible for supporting Sales and BD teams in onboarding new customers to the MMCP app, liaising with external audit providers and customers to ensure compliance with onboarding standards. Once onboarded and live, you will manage the client relationship, respond to queries and drive resolution of any issues raised by the customer. You will also be involved in driving future improvements and efficiencies across the service offering, including improving the app and customer experience. Outside of this focus, you will have other clients within our portfolio to support.

Responsibilities and Duties

• Provide system and site set up to MMCP clients
• Onboard and support clients
• Deal with sometimes challenging enquiries, delivering a positive outcome for the client
• Ensure tasks are completed accurately and in a timely manner
• Triage tasks in a professional manner, delivering the highest levels of customer service
• Work with other clients to support the efforts of the Client Success and Account Management teams
• Manage all internal relationships in tech, service delivery and customer service to ensure client expectations are managed within agreed SLA’s
• Complete all administration duties relating to site set up and compliance

Who you are

• Understand self-ticketing parking operations
• Experience using parking management platforms
• Excellent written communication skills
• High level of attention to detail with strong organisational abilities
• Ability to manage sensitive issues professionally and confidentially
• Confident liaising with clients, internal teams, and third-party providers
• Able to work independently and take ownership of cases from start to finish

Agena Values

• Ambitious: we aim for world class service
• Disruptive: we're here to change the industry
• Ethical: we do things for the right reasons
• Insightful: we use research to guide our decisions
• Collaborative: We're better when we work together
• Innovative: we help people see things differently

Benefits

• Incremental holiday increases to recognise long service
• 2 volunteering days a year
• Unlock your potential with our training, learning & development, and apprenticeship options throughout your career
• Employee Assistance Programme 24/7 confidential, independent and professional counselling
• Cycle to work scheme
• EV Charging points at office locations
• Regular team/company socials
• Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.

Other information about the role

• Salary: £26,436.80 per annum
• Hours: 40 per week; Monday - Friday, 9am - 5:30pm with 1 hour lunch break
• Location: Lancing with hybrid flexibilities after probation period
• There is free onsite parking.
• The office dress code is smart casual.
• We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.
• We are a Mindful Employer and are committed to supporting your mental health at work.
• The Agena Group are proud to be part of the Disability Confident scheme.
• We are committed to providing an inclusive and barrier free recruitment process.
• We will provide reasonable adjustments and support to ensure neurodiverse applicants or those with a disability or long-term condition can be their best during the recruitment process.

To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact recruitment@agenagroup.com.