Operations Administrator

1 week ago

Blackpool, United Kingdom Federation of Small Businesses Full time

Have you got previous administrative experience on a range of different systems? Excellent communication skills? Do you demonstrate a high level of initiative, judgement & problem solving? Then we would like to hear from you.
We have an exciting opportunity for the right person to join our team as an Operations Administrator to support the Operations Manager in providing efficient, effective, and flexible support to the Contact Centre, using a range of products including world-leadingtelephony & workforce management systems.
Your responsibilities will include CRM administration, scheduling agents using WFM, forecasting and analysing contact volumes, telephony system configuration & troubleshooting system issues:
**Resource Planning & Management**:

- The administration of Agent shifts & working times in our WFM system
- Scheduling Agent shifts, breaks & lunches
- Planning of activities and annual leave for our Agents.

**Contact Centre System Admin**:

- NICE CXOne, RingCentral system and Microsoft Teams are just some of the systems you’d be working directly with to ensure our managers & agents have everything they need to provide exceptional customer service to our members

**Adviser Technical Support**:

- Troubleshooting technical issues at all levels in the Contact Centre.
- First port of call for our Advisers or managers when faced with a system error or technical fault

**CRM Admin**:

- A wide range of tasks from actioning automated system flags to processing refunds.
- Providing administrative support to the Contact Centre and other departments to make our member journey as streamlined as possible.
- Suppoting the Operations Manager with our transition from our current CRM to a Salesforce platform.

There will be periods of time where cover for reception is required. The core elements of the role will be completed from the reception desk with additional reception duties included.

**Who are we looking for?**
- A detailed orientated person with an interest in working in a constantly changing and adapting environment
- Someone who actively looks for improvements in systems & processes, can troubleshoot issues and effectively problem-solve to ensure our operation runs smoothly.
- Great verbal and written communication skills
- Ability to multitask whilst maintaining the highest levels of service and quality
- Ability to remain calm whilst dealing with challenging situations
- Proven experience of varied systems

**What’s on offer?**
- 35 hours per week. Shifts between 8am - 6pm, Monday to Friday
- A great team environment with a supportive culture
- A wide range of development opportunities
- Working for an established national brand
- Free onsite parking
- A first-class benefits scheme (on successful completion of a 3-month probationary period) including: Buying extra holidays, Health Cashplan, Gym Membership Discounts, Cycle to work scheme, Additional Pension

**How to Apply**

**Who are FSB?**

We’re the UKs largest non-profit organisation representing Small Businesses. As experts in business, we offer our members a wide range of vital business services including advice, financial expertise, support and a powerful voice heard in government. Ourmission is to help smaller businesses achieve their ambitions.

**Additional Information**

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

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