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Contract Administrator

3 months ago

UK, UK, United Kingdom Epiq Full time

Job Summary

The purpose of this role is to deliver high-quality service to clients by managing attendance, recording, and transcription requests to high standards in line with client requirements. This role supports service delivery excellence and customer satisfaction within Court Reporting. The role also serves as the main point of contact for internal and external queries within the team, handling necessary administrative functions.


Key Responsibilities

  • Client Service Excellence
  • Act as the point of contact for internal and external queries via phone and email.
  • Ensure all queries are assigned and maintain a record of outcomes.
  • Update and maintain database records with details of attendances, recording jobs, transcription requests, deliveries, and queries.
  • Perform administrative functions, including support for other team members as needed.
  • Build and maintain strong relationships with clients, interdepartmental teams, and resources.
  • Understand billing and monthly targets to maintain budget focus.
  • Troubleshoot and manage client queries and complaints.
  • Provide data for management reports as necessary.
  • Regularly review departmental mailboxes to ensure timely responses to transcription requests.
  • Produce departmental reports as required.
  • Business Development
  • Develop and maintain excellent client relations to ensure repeat business.
  • Liaise with the sales team regarding key client accounts and priority requests.
  • Personal Skills and Team Contribution
  • Actively engage in personal development, review individual objectives, and attend training sessions as required.
  • Self-motivate and support team members.
  • Communicate positively at all levels, internally and externally.
  • Professionally manage workload and conflicting priorities.
  • Exhibit a positive, can-do attitude.
  • Be flexible and adaptable in approach.
  • Outputs and Goals*
  • Ensure the team adheres to best practice guidelines and provides high levels of service.
  • Ensure transcripts are provided within agreed timescales.
  • Maximize revenue opportunities.
  • Ensure accurate billing through the internal management database.
  • Build and manage client and resource relationships.


Education & Qualifications

  • High school or bachelor’s degree
  • 1 years of experience in administration or related field.
  • Strong people management skills.
  • Consistent focus and motivation during both busy and quiet periods.
  • Excellent communication skills.
  • Ability to manage workload effectively, prioritize tasks, and meet deadlines.
  • Strong problem-solving skills.
  • Ability to work collaboratively as part of a team.
  • Positive and adaptable approach to work.


Competencies:

  • Integrity - Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.
  • Client Focus - Takes action with the clients, both internal and external and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.
  • Results Driven - Sets stretch goals for personal and team accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.
  • Entrepreneurial Orientation - Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.
  • Decisiveness - The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions. #LI-BK1