England, West Midlands, Coventry - £23,942 - £30,000 per annum
Coventry City Centre
3 Month Contract -Immediate start
37.5 hours - Shift pattern of 5 days over 7
An exciting opportunity has arisen for an experienced Administrator to join one of Coventry's leading employers on a 3 month temporary contract. This new role will work in collaboration with the Customer Service Manager to support the growth and development of a complex accommodation business, ensuring a high quality level of customer focused service is provided at all times.
This key role will provide expert knowledge, guidance and line management for the Customer Service teams in relation to the delegation of tasks while supporting in the management of the accommodation software package by conducting system tests, check configuration and audit.
Main Tasks and Responsibilities
*Ensure excellent customer service is delivered at all times by all members of the team, supporting the Customer Service Manager in achieving, implementing and maintaining Company Customer Service Awards.
*Acting as Line manager and ensuring that tasks are allocated, measured, monitored and comprehensively completed within designated timescales. Drive the smooth operation of the team on a daily basis by coaching, team meetings, huddles and regular 1-2-1 meetings. Provide regular feedback and follow up on the performance of tasks to the team through conducting Probationary Periods, Performance Reviews, setting clear objectives in line with the company strategy.
*Ensure all company email account and telephone enquiries are resolved or escalated in line with protocol, using appropriate templates and correct messages in accordance with the company policies and procedures. Assign and facilitate the allocation of new students/applicants to accommodation, and conduct all procedures associated with the application and contract process.
*Manage a comprehensive Task Management/Skills matrix to drive the continuous improvement of the team.
*Deputise for the Customer Service Manager, acting as a focal point for referrals, escalations and general service requests, obtaining resolutions with the agreed operational timescales.
*To recruit, induct and train all new Customer Service Representatives, Reception and temporary staff (including Call Centre Staff during business critical periods) liaising with recruitment companies and planning in accordance with the skills matrix. Ensure a structured training plan is in place; produce guides to support every aspect of the administration processes.
*To support the Data Software Analyst in checking and configuration of software and testing.
*Work in collaboration with the Marketing & Events Administrator planning events and on any changes to marketing materials & websites/social media/mobile Applications
*To be primary point of contact for all disputes and complaints and that they are resolved or escalated as appropriate in a timely, professional manner adhering to Data Protection and confidentiality policies.
*Responsible for placing order/raising invoices on Agresso including the monitoring of deliveries. Ensure all financial guidelines and procedures are adhered to at all times.
*To produce statistical and summary reports as required during accommodation application cycle
*Actively monitor, and ensure compliance with company policies and procedures. Proactively monitor and review processes and procedures to ensure they are effective and efficient in meeting business objectives
*Liaise with Property Managers and Residence Officers in relation to withdrawals, room moves, departures and arrivals making sure the student booking systems are updated accordingly
*Work in collaboration with the Halls Administration Officer ensuring the service is staffed at all times and allocated rota and shift patterns with a fair approach. .
* Ensure all associated paperwork relating to agreements is completed and all documents received include appropriate signatures and identification are within designated timelines.
*Participate in annual events including University open days, Clearing and Induction
AND such other duties that may be reasonably expected within the role.
*Educated to Degree level or equivalent
*Experience of working with a diverse student population or the demonstration of an understanding of student's needs.
*Experience working in a fast moving environment where ability to deliver excellent customer service is paramount.
*Experience of supervising a team influencing the effective delivery of exceptional customer service.
*Competent in the use of Microsoft Office packages, Experience of using databases and spreadsheets to generate reports
*Excellent working knowledge of Data Protection Legislation and other related regulations and policies.
*Experience of working in the higher education accommodation sector / letting /estate agency would be advantageous
*Excellent organisational skills with the ability to coordinate with diverse, cyclical work deadlines.
*Accurate and able to meet deadlines working under extreme pressure using own initiative and to delegate tasks.
*Excellent written, verbal and interpersonal communication skills and ability to interact confidently.
*Excellent communication and interpersonal skills to deal effectively and professionally with internal and external customers, both orally and written.
*Ability to deal with ambiguity and handle difficult situations in a professional, assertive manner.
*Ability to contribute and work effectively as part of a team with a flexible approach according to business needs.
*To work on a 37.5 hour 5 over 7 shift pattern to meet business requirements, supporting staff demonstrating flexibility around business needs at all times
*Opportunities for taking annual leave during business critical periods (mainly from mid-August to end of September) will be restricted.