JOB DESCRIPTION HEAD OFFICE ADMINISTRATOR STARTING: ASAP Working Hours: 0845 - 1715 Monday - Friday, with additional requirement to work irregular hours and to travel between properties where required. Reports to: Operations Manager Our people are what make Podium special. Over and above specific experience, we look for team members who share our values and visions. These include: • A strong work ethic • Strives to exceed customers’ expectations • Respectful • Welcoming to colleagues and clients • Sets high standards This job description aims to demonstrate the day to day duties of the role. There may be additional duties and responsibilities from time to time, and team members are expected to be flexible in their approach to ensure that the highest standards of Customer Service are offered. Key Tasks: Interacting and supporting centre team Delivering exceptional levels of Customer Service and attention to detail when carrying out tasks Internal Sales and Marketing Promoting and upselling Podium products at all times Keeping track of the social media stats every month. Pushing through sales leads on our CRM system where required Regularly check the unreadable leads in the CRM system and process accordingly Ensuring the data protection policy is upheld by monitoring opt outs and unsubscribes Updating the company website where required Compiling monthly event ideas for the centres and ensuring social media images are posted on social media on the day of the event. Sending out survey monkey questionnaires to new, current, and exiting clients. Other Duties Ensuring all occupancy information is tracked on the CRM system and tasks allocated Auditing occupancies to ensure that they reflect the correct information (start/end dates; renewal periods etc) Compiling monthly lists of all the clients due for renewal and ensuring each once received has been tracked and processed. If a client renewal has not been received, then rolling the client at list 5% must be completed. Ensuring all service agreements and terminations are processed and are invoiced and billed accordingly for the company Process monthly end-of-month billing and rental invoices with accuracy Processing Credit Notes where required (Daily) Ensure AML checks are completed for every new remote client Mystery shopping where required Processing company Amazon orders Ensuring regular filing is kept on top of Assisting with new centre openings Preparing calculating discount sheets and account reconciliations Assisting the Senior Management with general admin duties as required Assisting the Operations Manager with the centres building facilities for all sites Ensuring the training manuals are kept up to date Assisting with centre audits Assisting the Operations Manager with any HR documentation where required. Assisting the Operations Manager with logging any IT issues Taking Card Payments and logging the information where required Managing the billing email inbox Managing and updating the centralized billing spreadsheets. General reception duties including telephone answering and client queries where required Desirable Skills and Experience: Customer Services skills and experience IT literate, including good working knowledge of Microsoft Office and Excel Understanding of billing processes Excellent time management and ability to prioritise Ability to work in a busy environment Good organization and administration skills Competencies: Competency Key Action Proactive Ability to anticipate client requirements Initiative Proactive, initiates customer service Energy Maintains high productivity/activity level Customer Service Orientation Takes steps to ensure customer satisfaction Responds to enquiries in a timely manner Good telephone manner Professionally presented Planning/Organizing Sets priorities, schedules activities effectively. Work Standards Sets high performance standards for self. Motivation Has a positive, upbeat attitude towards work Reliable Professional manner Flexible Calm under pressure