Customer Services Administrator

Salary: £17,000

Full time (35 hours)

Location: York

Are you looking for a role where your talents as an experienced administrator benefit the work of a charity?

Family Fund Business Services (FFBS) is the UK’s leading business-to-business fulfilment service, with 46 years of grant administration expertise through our parent charity, Family Fund. Profit generated by FFBS is donated to support Family Fund’s work with families raising disabled or seriously ill children, with more than £3.5 million donated since it began.

As a Customer Services Administrator, you will provide efficient administration services to FFBS, supporting the Customer, Supplier and Helpdesk Service, along with helping FFBS Partners and Clients. You will also provide an effective support and analysis role to FFBS including the development and production of operational and financial management information (MI).

In addition to providing day to day support of FFBS helpdesk operation, you will provide documentation, set up, configuration and training support to FFBS customers on the functionality of the FFBS Portal and secure order files. Your other key responsibilities include:

  • Resolving client (and their customer) queries, including cancellations, change of address and re-issues, providing resolution through suppliers.
  • Dealing with day-to-day issues with suppliers to ensure efficient support and value for money is provided, escalating issues as appropriate.
  • Provide Helpdesk MI, weekly and monthly, to show volumes of calls, response times, adherence to Service Level Agreements and resolution data.
  • Preparing and providing monthly financial and transactional reconciliation data to show analysis of spend and reconcile to customer expenditure.

You will have excellent analytical skills coupled with good written and verbal communication skills, be self-motivated, proactive and driven to succeed. You will have general office administration experience in a customer service environment and be a well-organised team player with the ability to execute plans to tight deadlines.

If this sounds like the role for you then please get in touch. Here at Family Fund we are committed to staff development whilst offering excellent benefits, including: flexitime, competitive annual leave entitlement (which increases with length of service), yearly salary reviews which are linked to performance and above all a professional, fun working environment where a positive work-life balance is encouraged.

Please click here to read the job description.

To apply please send your CV and persuasive covering letter to

For an informal discussion about the role please contact Sarah Lolley, Operations Manager on 01904 571035.

Closing date: 10 January 2020

Interviews: 22 January 2020