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