Call Administrator

Role Profile

We are looking for a self motivated Administrator with excellent attention to detail who enjoys working in a busy environment. The successful candidate will provide Administrative support to the Information Services team with a heavy emphasis on customer service.

Previous IT experience is not required, but an understanding of basic IT terms is desirable.

What you will be doing

Working as part of the wider Information Services (IS) team, our Call Administrators fulfil an essential role which includes handling telephone calls and emails from staff, logging, updating and monitoring these requests and providing regular reports to teams across IS.

Primary Responsibilities:

Dealing with phone calls and emails from staff.

Responding to and recording customer calls (Requests, Faults and Enquiries)

Providing regular updates to customers and updating calls

Escalating customer calls to members of the team which haven’t been resolved

Administering customer accounts (creation, disabling, unlocking " resetting passwords)

Running and distributing reports using Microsoft Excel and other systems.

Working to agreed Service Level Agreements

What we are looking for

Essential:

Excellent customer service, written and oral communication skills

Prioritising work effectively and working to strict deadlines

Excellent attention to detail

Self Motivated and able to work under pressure

Computer literate

Ability to follow established processes

Methodical approach

Proven experience in a customer service role

Desirable:

Proficient with MS Office (Microsoft Outlook and Excel)

Applicants must be able to demonstrate an interest in new technologies & processes