Helpdesk Administrator

3 weeks ago


Glasgow, United Kingdom Gas Certification Company Full time

**Job title**:

- Business Support Administrator_

**Main purpose of role**:

- To carry out all administration duties to ensure the smooth running of the business and contribute to improving processes and practices to deliver efficiencies_

**Key relationships**:

- _Business Support Manager to support effective diary management and job management_
- _All engineers to ensure effective invoicing, expense management and activity recording_
- _Engage clients and develop relationships to support Customer retention._

**Main responsibilities**:

- _Define internal processes and systems to ensure standardisation in our invoicing, expense management and overall efficient system utilisation_
- _Develop the system to improve efficiencies and explore functionality _- _Schedule, monitor and manage work to ensure effective job management (20%)_
- _Customer relationship management throughout the full cycle from pre to post sale _

**Key day to day activities**:

- _Manage invoicing process to maximise efficiency_
- _Maintain individual expense accounts and ensure compliance with guidelines_
- _Develop internal processes to ensure consistency in approach when using the system_
- _continually seek opportunities to improve effectiveness and efficiency in our day-to-day practices through system utilisation_
- _Monitor individual workload and schedule tasks and assignments appropriately including Raising internal requisitions for materials and sub-contractors. Ensure that all PPM and reactive tasks are completed to deadlines._
- _Get quotes for materials and equipment required to complete Installation and maintenance works._
- _Invoicing of all work based on the information provided by field engineers and profit margins on equipment and materials used._
- _Implement and maintain spread sheets to control and report on procurement activities_
- _Build relationships with the team to ensure effective diary management and prioritisation of workload_
- _Monitor website enquiries and respond in a timely manner providing appropriate information_
- _Conduct outgoing sales calls with existing and potential future customers to raise awareness of our products and services_
- _Manage incoming enquiries from potential future customers to raise awareness of or products_
- _Manage incoming enquiries from existing customers including dealing with customer complaints and resolve them appropriately. This includes all website and social media comments_
- _Manage all g8 social media channels to raise the company profile externally and ensure consistency in messaging_

**Knowledge/Experience**:

- **Desirable**_
- Previous experience in a similar environment_
- **Desirable**_
- Broad knowledge of current social media channels_
- **Desirable**_
- Experience using CRM system_
- **Desirable**_
- Previous experience of customer relationship management both virtually and over the telephone_
- **Desirable**_

**Skills/competencies**:

- _**Competent in core Microsoft office systems particularly, Word Excel and outlook**_

**Behaviours**:

- **For example**:_
- _**Comfortable working on own as well as part of a widely dispersed team**_
- _**Effective time manager with an ability to manage multiple priorities**_
- _**Analytic and uses data to support problem solving and decision making**_
- _**Takes a continuous improvement approach and seeks opportunities to improve systems, practices and processes to deliver results**_
- _**An effective communicator who adapts their style and behaviour to get the best results out of the individual**_
- _**Demonstrates a positive outlook and has a confident and assured telephone manner**_

**Key Performance Indicators associated with role**: _[insert specific KPI’s of the role or a few general points that would indicate this role was being performed to a high level. This is an optional extra if you have this kind of information available.]_
- _Online enquiry response times_
- _Customer Numbers Increasing by 10 a month_
- _Commusoft system development and engineer training_
- _Accuracy in information gathering and reporting_
- _Engineer management and utilisation of skill sets and diary management._
- _Percentage of invoice payments made within agreed payment terms_
- _Customer complaints resolved to customer satisfaction_
- _Customer satisfaction ratings_.

**Job Type**: Part-time
Part-time hours: 16 per week

**Salary**: £11,000.00-£15,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Glasgow

Reference ID: G8 Helpdesk



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