Customer Support Administrator

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