A dynamic public sector organisation, committed to providing top-tier customer service, is growing their team! As a result, we are seeking a Customer Support and Operations Administrator! If you are passionate about customer service, administration, and operational efficiency, we would love to hear from you!
Key Responsibilities:
1. Customer Support
- Deliver excellent levels of customer service, meeting specific activity metrics and adhering to customer charters.
- Manage customer queries and tickets within agreed service-level agreements (SLAs), ensuring solutions are provided in a timely and effective manner.
- Continuously evaluate processes and suggest improvements to enhance service delivery and operational efficiency.
- Analyse customer information against programme rules, policies, and procedures.
- Proactively assist customers with reporting, registration submissions, and updating key details.
2. Administration & Operations Support
- Ensure the efficient and effective processing of applications, registrations, and cases, including handling phone calls.
- Provide financial administration support.
- Respond to internal and external queries regarding operational activities and information requests.
- Collaborate with programme centre staff to streamline processes.
- Identify and report risks, assisting with compliance reporting and follow-up activities.
- Maintain accuracy of data in internal systems and support quality improvement processes.
3. Team Support
- Engage in daily communications within the team to ensure customer queries are resolved promptly and effectively.
- Provide support and guidance to team members, assisting with complex customer issues when necessary.
4. Service Excellence
- Utilise tools and processes to exceed customer expectations and meet service standards.
- Contribute to team knowledge-sharing through effective communication and feedback, including standardised responses to recurring issues.
- Support organisational changes and demonstrate adaptability to evolving service needs.
- Participate in training opportunities and contribute ideas for expanding team skills.
- Be accountable for personal performance and contribute to existing quality measures.
Required Experience:
- At least 1 year of administration experience, preferably in a customer service or call centre environment.
- Strong organisational and multitasking skills.
- Proficiency in MS Office (Word, Excel, Outlook) and experience with databases, SharePoint, and ticketing systems.
Qualifications:
- A relevant third-level qualification (e.g., Degree) or equivalent is desirable.
If this sounds like you and you're interested in being considered for this unique opportunity please apply asap. We will ideally submit shortlists in 48 hours.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.