Customer Service Administrator

Salary: £17,290 per annum

Contract: Six month fixed term

Hours: 35 per week

Closing Date: 22 November 2021

Interview Dates: 29th & 30th November 2021

(Please note that due to Covid-19 all our interviews are taking place virtually for the foreseeable future).

Would you like to join a team working to help charities, local authorities and housing associations provide vital services to those in need?

Family Fund Business Services (FFBS) is the trading subsidiary of Family Fund, the UK’s largest charity providing grants to families raising disabled or seriously ill children. FFBS builds on the grant administration expertise of the charity to provide fulfilment services to charities, local authorities and other public and third sector organisations across the UK. All profits from FFBS are gifted to Family Fund. Joining the team at this time, you will play a vital role in providing operational support to ensure we continue to offer important fulfilment services when they are needed most. 

The role

We are looking for a Customer Service Administrator to join Family Fund Business Services on a permanent basis.

As Customer Service Administrator you will provide Family Fund Business Service customers and suppliers, information and assistance appropriate to the enquiry received via telephone, email or helpdesk ticket. You will ensure this is delivered in a professional manner and in accordance with FFBS objectives and values. The post holder will also be required to effectively support FFBS Partners Clients.

Responsibilities include:

  • Take ownership of customer and supplier tickets, effectively prioritising urgent requests, and process to a satisfactory conclusion for both parties; chasing regularly for updates and managing the expectations of the customer in line with business and team SLAS.
  • Manage individual work queue of tickets responding to customers and suppliers in a timely manner and ensuring deliveries and orders are maintained within contractual SLAS.
  • Work and liaise directly with Account Managers, Supplier Relationship Manager and Operations Manager on urgent customer requests and complaints, escalating when required.

About you

To be successful in this role you must have proven customer service and administration experience and ideally have worked on a ticketing system.  You should have experience of handling and resolving challenging telephone calls and direct liaison with external stakeholders.  You must have a confident and helpful telephone manager and be able to work under pressure to meet deadlines and performance targets.  Excellent analytical and problem solving skills are also required for this role.

How to apply

If you are interested please send your CV and a covering letter outlining how you meet the person specification to careers@familyfund.org.uk

For more information, please download the job description.

Our commitment to inclusion, equality and diversity

Family Fund are committed to staff development whilst offering excellent benefits, including flexi-time, competitive annual leave entitlement, a contributory pension scheme and above all a professional, fun working environment where a positive work-life balance is encouraged.

Family Fund is a Disability Confident Employer and all disabled applicants who demonstrate that they meet the minimum requirements for the role will be asked to attend an interview.  If you have a disability and are happy to inform us, please highlight this in your covering letter (please note that you are under no obligation to inform us).

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