Senior Admin Support Administrator

The Organisation:

Our vision is to be the UK’s number one provider of essential workplace products and services for small businesses. We value helpfulness, reliability and innovation within our employee base, and believe in giving everyone the freedom to do what they do best. Our aim is to combine our buying power with friendly expert advice for everyone’s peace of mind that the job’s well done.

MAIN PURPOSE

The purpose of this role is to delivery of an excellent ‘Direct365 Customer Journey’, by working closely with your Team Leader, Team Members, and Colleagues to complete all administrative tasks within the agreed Service Levels.

You will train, coach, and mentor team members to maximise both individual and team performance. You will help to create a highly motivated team culture allowing all team members to develop and demonstrate their full potential. You will manage and allocate work received onto the team (via mailboxes or additional ad hoc requests from other areas). You will perform daily processing activities to ensure business objectives are met.

Key Tasks and Responsibilities:

Your time will be spent managing and allocating work received taking account of Service Levels, Goals and Objectives which may change from time to time. Processing of daily administrative tasks across workstreams. To be a trainer, coach, and mentor for less experienced team members or those needing additional help and support to achieve their personal or team goals, aspirations, and objectives.

• Activity work to create a positive atmosphere, which motivates and provides direction for team members to perform in line with the team and departmental business objectives.
• Provide positive support for staff.
• Alongside your Team Leader be proactive in planning the most effective use of resources available (taking account of holidays; absence and training).
• Collect and present daily/weekly/monthly figures to demonstrate the effective performance of the team and to be able to discuss future training requirements / skills gaps within the team.
• Contribute to 121 sessions supporting Team members as part of their performance and development by providing feedback and support in respect of both their achievements and future development objectives.
• To effectively demonstrate your understanding of the business by allocating work appropriately; ensuring that Team Members are fully briefed on new information, products and services within agreed timescales in order to carry out their role effectively.
• To ensure that customer queries/complaints are resolved promptly at the first point of contact either directly or indirectly by supporting / providing information to colleagues and/or others within or outside of the D365 business which may include Subcontractors, Sales, Customer Service, Credit Control, and other relevant departments to create a smooth and enjoyable customer journey
• Proactively look for opportunities to improve processes and procedures within the Team or across the wider business areas.
• Complete processing tasks accurately and within the timescales expected.
• Maintain excellent knowledge of our portfolio of products and services to understand customer requirements.
• Manage incoming calls, emails and correspondences and deal with accordingly.
• Identify opportunities to turn dissatisfied customers into happy customers.
• Report regularly to management on all activities relating to the role and daily performance.
• To work as part of a team to develop the concept of One Team = One Organisation, taking ownership of challenges and foster an environment of continuous improvement

PERSON SPECIFICATION

• Minimum 2 years’ experience of handling high volume processing/data entry activities achieving business objectives and KPI’s.
• A determined, outgoing, and competitive attitude with a passion for Administration and Customer Care
• Experience in delivering training and coaching.
• Excellent time management skills with a strong sense of leadership and inspiration.
• Team player, with the ability to portray a positive attitude to maintain the team’s enthusiasm and drive.
• Excellent communication skills with a confident, approachable, and professional manner.
• Ability to handle difficult situations and the stress associated with them.
• Excellent soft skills – including listening, motivating, and communicating.
• Well presented with a positive, proactive approach.
• IT Literate and the ability to adapt to new business-related processing systems.

QUALIFICATIONS

• C Grade or above Maths and English G.C.S.E or equivalent
• A Levels or equivalent desirable

CONTACTS AND COMMUNICATION

Internal

• Management Team
• Team Leaders
• Team Members
• Colleagues across the business.

External

• Suppliers and subcontractors (Both Group and External)
• Customers
• Prospects

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