Customer Support Administrator

Purpose of Position
The Customer Support Administrator is responsible for answering inbound phone and email support and sales queries, and for providing administrative support at The Safer Food Group (East GB Ltd), a provider of online training courses to the Catering, Hospitality and Care sectors.
Scope
The Customer Support Administrator is a very important role as it can be our customers’ first and only human contact with the company. The enquiry volume is usually relatively modest and the role concentrates on ensuring a quality experience and allows the opportunity to build a business relationship with the customer. Full training of the products and our support systems will be given.
The job is mainly home based, but training and meetings with the Customer Service Manager and wider team will take place on occasion, in Burnley. The successful candidate will therefore require access to a suitable environment for home working. We support flexibility in working hours wherever practical, and some additional commitment to working to cover holiday and sickness of team members will be requested on occasion.
Main Responsibilities
● Answering telephone and email enquiries from prospective customers, for example a
restaurant owner that needs more information or assistance placing an order.
● Answering telephone or email support requests from existing customers, for example a childcare worker registered on a course who has forgotten their username or password.
● Providing administrative support, for example research online or sending of emails to
support the sales team.
Main Activities
● Answer and return calls of customers and potential customers.
● Respond to and generate email and paper-based correspondence.
● Process customer card payments.
● Maintain confidential records and files.
● Prepare exam packs to supply to customers.
● Carry out online research (gathering background info
online).
● Undertake credit control duties.
● Any other duties commensurate with the post.
Person Specification
Qualifications:
It is essential that the postholder is:
• Educated to GCSE level or equivalent, to include English and Maths at Grade ‘C’ or above
Experience:
It is preferred that the postholder:
• Has experience in a customer service role
• Has experience in a role where most tasks are computer based
Skills & Abilities:
It is essential that the postholder has:
● Good communication skills, both oral and written
● Good organisational skills
● Patient and with confident interpersonal and customer service skills
● An ability to work using own initiative within boundaries
● An ability to work effectively with people across a wide range of levels and responsibilities
● Good attention to detail
● Good teamworking skills (working within small friendly team)
● Good keyboard skills and computer literacy
● The ability to maintain confidentiality
Additional Factors:
It is essential that the postholder has:
• A willingness to undertake appropriate training
• A commitment to maintain high customer care standards
Working hours
Working days and hours to be confirmed, but provisionally, proposed working hours will be 9:00 - 17:00, Tuesday, Thursday and Friday.
Salary
FTE £20,475, pro-rated for part time hours (pro-rated salary for three days as described above = £12,285)
Successful completion of a satisfactory probation period will also allow access to the company profit share bonus scheme.
Annual leave entitlement: 6.4 weeks holiday a year full time, pro-rated for part time, inclusive of bank/public holidays, with 3 days allocated by the company