Franchise Administrator

**JOB DETAILS**:
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**Job reference**

REQ00668

**Date posted**

23/08/2023

**Application closing date**

07/09/2023

**Location**

Woking

**Salary**

£26,000 per annum.

**Package**

**Contractual hours**

37.5

**Basis**

Full time

**Job category/type**

Administration

**Job description**

Stagecoach Performing Arts was founded in 1988 and continues to grow as the UK’s largest network of extra-curricular performing arts schools for children, with over 50,000 students enrolled in our weekly classes worldwide.

**Reporting to Global Franchise Operations Manager**

**Job Purpose Summary**
- To support with the management of the various Stagecoach operational and internal processes, provide administrative support to Stagecoach customers, internal teams, and franchisees, supporting all stakeholders at a global, national, and local level, and deliver high standards of customer service at all times.

**Key Responsibilities & Accountabilities**
- Being the initial point of contact for phone calls from the Franchise network and the public, answering queries and signposting callers to the correct school or department.
- Being the first point of contact for all complaints, managing the process in line with our Complaints Procedure and aiming to resolve all complaints in a timely manner by providing excellent service without being escalated unless required.
- Provide franchisees with first-line IT support by responding & solving queries on Zendesk.
- Carrying our regular DBS checks for the above roles via the Update Service.
- Processing DBS invoices for payment via our internal Purchase Order system.
- Communicate with delegates for Principal Absence, Manager and Safeguarding Training as advised, and proactively arrange courses for Safeguarding Training with both delegates and our Safeguarding Advisor.
- Regularly monitor Safeguarding Training requirements to ensure that all Principals and Managers are booked for refresher training as per their contractual obligations, updating all relevant spreadsheets as and when required.
- Producing training certificates and identification cards for delegates where required.
- Maintaining up-to-date details for all Stagecoach Managers and Principal Absence cover in the franchise network.
- Ensuring smooth communication is maintained with Regional Franchise Managers (RFMs) and Support Centre stakeholders/departments, and that support is given as required to support the Franchise network.
- Compile a weekly report for the Customer Support function to deliver on the weekly team call.
- Attend at least one Discovery Day/First day-of-term annually.
- General administrative duties, including reviewing the Franchise Operations team’s content on Backstage, the Support Centre Intranet.
- Other ad-hoc duties in line with the needs of the department/business.

**Skills Required**:

- Excellent customer service skills
- Excellent interpersonal skills
- General IT proficiency to include Google, 365, spreadsheets & databases
- Excellent planning and organisational skills with attention to detail
- Good time management, reliable and conscientious
- Able to work on own initiative but also within a team
- Good problem solving skills
- Excellent communication skills - written and verbal
- Desire to learn new skills

Stagecoach is a subsidiary of Trafalgar Entertainment. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.