My client is a national institution and charitable organisation. The central London office is located in Westminster a short walk from Parliament and central Government offices. They are looking for an experienced customer support administrator to help with the launch of a new grant management system. This role is for three months and you will be able to work on a hybrid basis Role Description A new grants management system is is newly launched and about to be made available to circa 1000 external users. Responsibilities Triage incoming email support requests Provide 1st line support for requests where appropriate Direct the requests to the right person(s) for assistance where 1st line is not appropriate Provide excellent customer service to external users in the dioceses, cathedrals, parishes, acknowledging and responding to queries quickly and efficiently Kind, friendly, helpful, listening approach essential Provide pre-written literature or other basic information Create new, or update, documentation as needed provide some basic "how to" advice in accessing the portal Create and maintain a record of the requests received and report statistics on them Work with colleagues to ensure timely responses have been made where calls have been referred on Requirements Essential Skills and Aptitude: Good level of literacy & numeracy Good time management skills with the ability to manage multiple tasks simultaneously Ability to work well and effectively under pressure Well organised and able to prioritise work or refer as appropriate Ability to work as an effective and flexible team member, with the ability to work largely unsupervised Good communication skills both written and verbal, and confidence interacting with a wide range of people at all levels Personable, friendly, self-motivated and enthusiastic Self-Starter in terms of finding answers, setting up recording of statistics and management of day-to-day mail inbox and workflow. Knowledge/Experience Excellent Customer Service Delivery Experience of working in a team to meet shared goals and deadlines Experience of a support provision role and resolving queries and issues Desirable Experience of working in a not for profit or charity organisation