Customer Service Management Team Administrator

My client is a well established Financial organization and has expanded over the years to include four key finance divisions serving SMEs through to corporate multi-nationals.

They provide finance for 650,000 consumers, look after 45,000 fleet vehicles and provide specialist Business Finance and block discounting for a further 5,500 companies.

The purpose of the role is to work pro-actively with Customer Service Management Team (CSMT) to provide administrative support to the Customer Service Objectives enabling the Management Team to work towards the company’s objectives in the most efficient manner and focus on improving the customer experience at all times.

To ensure all business and administration support duties are completed as per objectives, timescales andSLA’s to the required standard as determined and agreed with line manager or CSMT

Duties will include:

Customer Experience and Service Delivery

Responsible for ensuring that every customer receives a positive customer experience on every contact
Responsible for delivering all personal KPI’s and objectives so that business goals are met
Produce Customer Service MI and all general information requirements
Produce and distribute all required MI as directed by line manager
Produce and prepare information for meeting packs and business updates as required
Collation and production of all other relevant information as required and production of reports for distribution within the business
Support and planning of Colleague Engagement initiatives, Reward and Recognition, Incentive days and Monthly Management Meetings
Input into relevant Packs, trophies, certificates, meeting booking etc as directed by Customer Service Management. Support all incentives. Update and distribute relevant packs for Head of Customer Service
Maintain and contribute to all Customer Service Communication initiatives objective
As required and as directed by Management and communicate all changes to Customer Service
General Support to Customer Service Management Team
Provide specific administration support to Head of Customer Service and Management Team as required
Ensure that invoices are correct, logged, authorised and then actioned for payment
Collate and report as appropriate, the departments reporting requirements ie: Sickness/ Holidays/ Costs vs budgets/ Expenses
Check that holiday/lieu requests are in policy and refer to relevant team manager for approval. Refer any exceptions to Operations Managers
Complete ad hoc tasks as and when required, such as, producing summary data for areas of responsibility, assisting other departments with requests for information or queries and assisting in the extraction and analysis of data from departmental projects
Collate and action stationary requirements
Arrange meetings, take and update actions, e-mails, booking venues and hotels, update packs, filing
Create power point presentations to a corporate standard as required Organisation

Organising meetings, taking actions, circulating and updating them appropriately
Preparing meeting packs for the Customer Service Management Team, collating MI, producing documents and distributing them as requested by the Head of Customer Service
Organising and coordinating any colleague engagement sessions, sending communications out to staff, collating results, working closely with team managers to ensure the updates are sent in timely manner etc
Check holiday forms for the Customer Service Management Team and the team managers, get the appropriate authorisation and add to the floor plan
Provide administration support across the business in absence of the other team administrators or PA’s Budgets and Expenses

Processing all incoming invoices, raising purchase orders where required to ensure all payments are made on time
Claiming expenses for the Customer Service Management

PERSON SPECIFICATION

Business Support/ Administration background
Organisation and planning of business support and administration duties
Good literacy and numeracy skills
Building relationship across different departments and all levels
Communicating at all levels within the organization – verbal & written
Extensive experience of Microsoft Office application Word / Excel / PowerPoint / Outlook
Effective listening & questioning skills
Ability to work on own initiative and in a pro-active manner
Resilience in the face of pressure or set backs