Support Administrator Customer Support, Non-Profit Organisation
London- Chiswick
£26k-£29K depending on experience.
Hybrid 3 days in office - 9am-5pm
Is this the role for you:
Are you ready to step into a dynamic role as a support administrator in customer support. We're searching for a dedicated individual with a keen eye for detail, impeccable organisational skills, and a proactive approach.
Key duties:
In this role, you will interact and communicate with customers across various contact channels, including phone, email, social media and live chat. You will answer inquiries, build strong relationships and provide reliable support and information, while identifying and resolving any concerns or problems. Handling complaints in line with organisational policies and redirecting inquiries to relevant colleagues or teams as required. You will also update addresses and contact details in our internal database and process requests for replacement swab packs for online stem cell donor registrations.
You will support customer service improvement projects aimed at enhancing customer experience and satisfaction, collaborating with colleagues and the Line Manager to recommend changes to internal processes. Additionally, you will provide insights on customer interactions to other teams in the UK, prepare and distribute customer activity reports, and work with colleagues in other countries to discuss solutions and best practices. Maintaining the confidentiality of donor and supporter data and adhering to best practice standards including GDPR compliance is crucial.
Working cross-functionally with other teams in the department, you will ensure daily tasks are completed effectively, provide administrative support, and assist other departments. You will meet service levels and key performance indicators set by the Service Management Team or Senior Leadership Team. You will also provide cover for colleagues during peak demand or staff absences, stay updated on developments in stem cell donor recruitment and transplantation, comply with organisational policies, participate in training and meetings, and maintain a good understanding of the donor journey to advise donors accurately. Any other duties assigned by the Head of Donor Services will be expected, subject to time and level of responsibility.
Person specification:
We are seeking a highly capable individual for an Admin Support role, requiring education to A-Level or equivalent and at least one year of experience in a similar customer-focused or contact centre position. The ideal candidate will have a background in customer experience improvement projects and an understanding of related methodologies. Experience using Customer Engagement software, such as Zendesk, Groove, Freshdesk, or Salesforce ServiceCloud being a beneficial but not crucial skill.
The candidate must possess strong skills in the Microsoft Office suite and exhibit excellent communication, listening, and interpersonal abilities. They should be capable of writing and communicating effectively with customers, stakeholders, and colleagues at all levels in a friendly and professional manner. A strong sense of empathy is vital when supporting customers, along with being a team player with a keen attention to detail. Meeting deadlines is crucial, and the candidate should demonstrate a forward-thinking approach, creatively solving problems while working on individual tasks or projects.
The candidate should excel in building and maintaining relationships, engaging colleagues in collaborative projects and identifying improvements in customer experience or internal processes. A proactive and flexible mindset, along with the ability to work independently is essential for success in this role. This position offers an exciting opportunity for an individual to contribute to a customer-focused team enhancing the overall customer experience and supporting the organisation's goals.
Apply now for consideration.
