Job Description

The role of Customer Support Administrator is to deliver excellence in customer service and support for customers, dealing with face to face enquiries, on the phone and in written communications and providing general administration and financial support to the regional team.
Working hours will be Mon - Fri (37 hours) with an expectation to work occasional weekends.
Our support team members are working remotely, from their home locations. Applicants should be confident and comfortable to work from home on a permanent basis, however will be required to attend Trust local hub location (Little Venice office near Paddington) when required for team and collaborative meetings.
Key Accountabilities:

• Part of the front of house team at waterway offices, ensuring that all enquiries are managed in a friendly, helpful, professional and conscientious way.
• Produce accurate and timely communication for our customers for example, through telephone calls, notice boards, post, email, social media and our website.
• Coordinate the organization of events and functions within the waterway, for both internal and external customers.
• Cash handling for licenses, electric cards, laundry and lockage’s.
• Provide administration services for the waterway including managing the post, booking meetings, minute taking, organization of occupational health visits, training, building management and equipment servicing.
• Produce accurate and clearly presented reports that support the needs of the business.
• Maintain accurate and well organized systems of records that are easily retrievable.
• Use SAP to provide financial and administration services to the waterway, to ensure effective ordering of materials and supplies, to work with notifications and other financial processes.
• Provide support to ensure the effective running of welcome stations around the waterway.
• Ensure that diversity and inclusion are integrated into all aspects of Trust life.

Required Knowledge, Skills, and Abilities

• Proven experience in a customer service environment, e.g. providing “front of house” services via telephone, notice boards, post, email, social media, etc.
• Some budget management experience.
• Proven experience of administration.
• Communication skills that allow you to inform, help and advise customers clearly and professionally and liaise with other professionals.
• Ability to deal with difficult and potentially confrontational situations.
• Confident in the use of the MS Office word processing and spreadsheet software.
• Confidence, patience, politeness, tact and diplomacy, when addressing customer enquiries
• Calm under pressure, with good prioritization skills
• Ability to providing a positive interaction and experience with customers on phone & face to face.
• Understands importance of working safely.