Employer Location: Belfast
Email: careers@conexiahr.com
Job description
We are seeking a motivated and customer-focused Contact Centre Administrator to join our team. In this role, you will handle inbound calls, inbound webchat queries and assist clients with inquiries, provide guidance and information, and resolve issues promptly and professionally. You will respond to email enquiries and maintain accurate client records. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to work as first point of contact to our clients. Previous customer service or call centre experience is a plus but not required as full training will be provided.
Responsibilities
* Provide support and advice to clients via telephone and email, with a primary focus on handling inbound telephony queries from clients, their employees, and internal colleagues.
* Oversee real time chat interactions by providing advice and guidance to inbound customer queries relating to HR, Payroll and Recruitment.
* Deliver full administrative support, ensuring accurate and timely data entry and management across internal systems.
* Ensure all work meets established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Shared Service Centre quality standards.
* Take a proactive approach in identifying opportunities to improve processes and enhance service delivery.
* Actively engage in personal development and contribute to ongoing performance management and development initiatives.
* Other tasks may be assigned to the role over time based on business need and following consultation with the post holder.
Skills and Qualifications
Essential Skills
* Proven track record of delivering high-quality customer service in a fast-paced environment.
* Strong computer skills, including intermediate proficiency in Microsoft Word, Excel, and Outlook.
* Excellent organisational skills, with the ability to prioritise tasks and manage conflicting demands.
* Ability to handle a high volume of queries while maintaining accuracy and attention to detail.
* Clear and effective communicator, both verbally and in writing.
Desirable Skills
* Administration experience.
* Experience using an online chat function in a professional setting.
Further Information
Some benefits of working for us: Competitive Salary Company matched pension scheme Life assurance 23 days holiday rising to 25 after 2 years and 27 after 5 years Opportunity to purchase additional leave 15 weeks fully paid maternity, adoption, and shared parental leave 2 weeks paid paternity leave Company sick pay scheme Opportunity to take a paid day out of the office, volunteering for a charity close to your heart Service awards Recognition awards External training and professional academic financial support opportunities On-site subsidised canteen Locked bicycle shelter On-site showers Access to 24-hour Employee Assistance program Voluntary benefits (available through salary sacrifice): Discounts on retail and socialising e.g. discounted gift cards/cashback Health and well-being e.g. dental insurance/health screening Travel and technology e.g. Travel discounts at home/abroad This role will require you to undertake security vetting to CTC level, and as such all candidates must have been resident in the United Kingdom or Republic of Ireland for a minimum period of 3 years at point of application. Conexia is an Equal Opportunities Employer. At Conexia, trust is at the heart of everything we do. We are proud to be an Equal Opportunities Employer, welcoming applications from all individuals regardless of age, disability, gender, race, religion, sexual orientation, or socio-economic background. We are committed to creating an inclusive environment where everyone can bring their authentic self to work and thrive. If you require us to consider any supportive measures during the recruitment process, please contact us at Careers@conexiahr.com. For more information, to raise any concerns or should you require any reasonable adjustments throughout the recruitment process during the application process, please contact careers@conexiahr.com