Are you a technically minded individual with a keen eye for detail and a drive to develop your skills further? Do you enjoy improving processes, solving technical challenges, and using data to make informed decisions? If so, this could be the perfect opportunity for you.
Hours: 35 (Monday to Friday 9am – 5pm)
Salary: £24,163 plus competitive benefits package
Location: Blackpool
Status: Permanent
The Federation of Small Businesses (FSB) is the leading voice of 5.5 million small businesses and the self-employed across the UK. Since 1974, we've supported people to start, run and grow their own business. With market-leading benefits, local support, financial expertise, networking events, and more, we provide our members with all the tools they need to succeed in business. We’re also the UK’s leading business campaigner, focused on delivering change on issues that matter most.
We are looking for a technically capable Operations Administrator to work closely with the Operations Manager in our dynamic Contact Centre environment. This role is ideal for someone with a good grounding in technical systems who is eager to learn and take on greater responsibility over time. You'll play a key role in ensuring the smooth running of our telephony and workforce management systems, alongside providing operational support across a range of areas.
This is a fantastic opportunity to grow your expertise in a technical and operational setting while contributing to the success of the wider organisation.
Key Responsibilities
As an Operations Administrator, your day will be varied and hands-on, ensuring the smooth running of our Contact Centre operations. You’ll be reviewing agent schedules, managing shifts, breaks, and holiday requests in our workforce management system to keep the team running efficiently. Regularly analysing interaction volumes, you’ll adjust resources as needed and support the planning of daily activities.
Some of your time will be spent ensuring the technical systems that underpin the Contact Centre—such as call routing, IVR, and recording software—are running smoothly. If issues arise, you’ll troubleshoot and collaborate with internal and external teams to resolve them. You’ll also contribute to continuous improvement by suggesting and implementing system enhancements.
Supporting our CRM system will be another key aspect of your role. You’ll handle administrative tasks, ensure data accuracy, and analyse performance metrics to provide valuable insights. You’ll also assist in developing our migration to a new Salesforce platform, playing an important part in its ongoing evolution.
Throughout the day, you’ll provide technical support where required to advisers and managers, helping with system queries and ensuring any disruptions are resolved quickly. It’s a role where every task helps keep our Contact Centre running effectively, providing vital support to small businesses across the UK.
Essential Qualifications
* Educated to GCSE level
* Experience of working in a Contact Centre environment
* Working with a variety of systems and therefore technically minded and eager to learn
FSB is dedicated to helping small businesses survive through these difficult times, and we value our staff enough to provide highly competitive rates of pay, benefits, and internationally recognised qualifications. We believe your work-life balance is important, so our working hours don’t include weekend or evening work. We provide you with all the tools, skills, and support to help our members every day, and help you develop your skills through teamwork and relationship building. We believe diversity is the key to success, and we encourage people from all walks of life and backgrounds to come and join us. Our inclusive environment allows all our employees to bring their whole selves to work.
In addition to a fulfilling career with FSB, you’ll also benefit from:
* 26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot*
* Annual Flex Pot* to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme and discounted gym membership
* Health cash plan* (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing)
* Critical illness and income protection insurance*
* Enhanced Maternity and Paternity Pay
* Access to an employee assistance programme and mental health first aiders
*Applicable on completion of probationary period and subject to terms
How to apply
All applications to be received by 2 January 2025. Any applications received after this date will be held on file for a maximum of 6 months and reviewed if the first round of applicants are unsuccessful.
To apply for this role please email your CV and covering letter detailing how you meet the essential criteria to HR.Recruitment@fsb.org.uk.
Additional Information
All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.
As an equal opportunities employer, FSB is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and Inclusion agenda and aspire to have a diverse and inclusive workplace, where all employees can bring their whole self to work. We strongly encourage suitably qualified applicants from a range of backgrounds to apply and join FSB. Candidates with a disability who require reasonable adjustments should contact the HR department at hr.recruitment@fsb.org.uk.
Applicants are advised to apply early. We reserve the right to close a vacancy prior to the closing date if a high number of applications are received. If you are successful and shortlisted for interview you will be contacted by email.
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