Location: Exeter Head Office, Hybrid Working
Salary: £28,000 - £30,000 based on experience
The Customer Service & Office Administrator is a pivotal role. The primary function of the post is to support in the development and delivery a world-class customer service to our Water Babies customers.
The secondary function of this role is to provide high-level administrative support to the CEO and Directors, facilitating efficient business operations and ensuring that Head Office administration and routines are maintained on a day-to-day basis to ensure the smooth running of the office.
The ideal candidate will possess exceptional organisational skills, a proactive mindset, and the ability to manage confidential information with discretion.
Key Responsibilities:
Executive Support:
* Manage the Senior Team and Meetings/projects calendar, including scheduling meetings, appointments, and travel arrangements.
* Prepare, review, and edit correspondence, reports, presentations, and other documents.
* Coordinate and facilitate Directors and Senior Team meetings, including preparing facilities, agendas, taking minutes, and following up on action items.
* Assist with diary management and bookings for CEO and Directors as required.
* Arrange international travel, visas, and accommodation for the CEO and Directors.
* Ensure travel arrangements are clear for visitors and that they are greeted to Water Babies.
Customer Focussed L&D Coordination:
* Administer the Annual customer survey and collate and review the results.
* Coordinating the Net Promoter Score with the guidance of the Head of Customer Service & Administration.
* Respond to reviews on customer review platforms including Feefo and Trustpilot.
* Work with the tech department to support/input on changes for offices in Ada.
* Support the network with office support/questions.
* Make updates to the operations manuals in line with the recommended processes.
* Create training resources for administrators across the network.
* Review customer feedback to identify areas for improvement.
* Run the mystery shopping programme and review feedback, implement next steps.
* Regularly review and improve national customer service emails.
* Regularly use Finn’s Forum and other communication methods to motivate and improve customer service across the network.
* Support the completion of the Water Mark compliance process.
Head Office Coordination:
* Oversee day-to-day operations of Head Office, ensuring processes are efficient and effective.
* Coordinate and schedule the office cleaners.
* Liase with Burlington estates for Office management.
* Manage the Data Room to ensure legal compliance.
* Manage office supplies, equipment, and liaise with IT support as needed.
* Meet and Greet visitors to Head Office.
* Provide administrative support to the Head Office team.
* Manage the office phone mailbox and email inboxes.
* Manage the Head Office credit card.
* Manage office security.
* Monitor office usage and address furniture/desk requirements.
* Maintain office stationery supplies.
* Organise food and refreshments for meetings.
Health and Safety:
* Coordinate health and safety protocols with the Head of Pools & Facilities.
* Organise and execute fire drills.
* Maintain the first aider rota.
* Oversee the annual PAT testing process for electrical equipment.
Communication and Coordination:
* Serve as a key point of contact between the Directors and internal/external stakeholders.
* Facilitate effective communication within the Directors team and across the wider Head Office and UK/International teams.
* Maintain confidentiality and discretion in handling sensitive information.
Event Planning and Coordination:
* Organise and manage corporate events, meetings, and conferences, including logistics, invitations, and vendor coordination.
* Arrange external conferences and events for the Senior Team.
* Ensure events run smoothly, managing on-site details and addressing any issues that arise.
* Coordinate International travel plans, including itineraries, accommodations, and transportation.
Relationship Management:
* Build and maintain strong relationships with the wider Water Babies team, key contacts, clients, and partners.
* Represent Water Babies in a professional and courteous manner in all interactions.
* Organise Christmas gifts for the network and partners.
* Handle special requests and tasks from the executive with a high degree of professionalism.
* Anticipate and proactively address potential issues.
General:
* Undertake such other duties commensurate with the grade of the post as may be reasonably required.
Person Specification:
Essential / Mandatory Requirements
* Able to deal with people of all ages and backgrounds with tact and diplomacy.
* Able to look beyond the task at hand and plan accordingly.
* Able to work under pressure to prioritise and meet tight and changing deadlines in a busy environment.
* Excellent knowledge and experience of working in a busy office environment working to strict deadlines.
* Excellent customer service and interpersonal skills (verbal, written, and electronic).
* Enthusiasm to work alongside and help people.
* Able to handle confidential information sensitively.
* Professional and positive attitude.
* High degree of accuracy and attention to detail.
* Good problem-solving skills and confidence to challenge existing ways of working.
* Desire to learn and develop skills.
* Thorough, organised and methodical approach to tasks.
* Excellent IT skills including Word, Excel, Outlook.
* Good standard of education - to include GCSEs or equivalent in Maths/English.
* Full Driving License.
* Able to work flexibly including some evening and weekend work.
* Degree in Business Administration, Management, or a related field preferred.
* Experienced in organising events.
* Customer Service Experience.
* Experience and knowledge of gathering information for group course/travel bookings.
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