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 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
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