Customer Service Administrator - Stratford-upon-Avon, United Kingdom - Institution of Fire Engineers

Description

Friendly, approachable, know your way around Microsoft Office? Read on if that's you...

About the IFE

The Institution of Fire Engineers (IFE) is a global professional membership body of more than 11,000 fire engineers striving to build a safer society. With over 100 years of history, the IFE is instrumental in shaping a future world that is safer from fire, awarding internationally recognised membership grades and fire-related qualifications. The IFE delivers more than 6,000 exams annually which are recognised in the UK and internationally. Managed for fire professionals by fire professionals, the IFE aims to promote, encourage and improve the science, practice and professionalism of fire engineering, acting as a beacon of established expertise and guiding the way to a fire safe future.


Main purpose of the role

Relationships

• Reporting to the Member Experience Manager
• Liaison with internal stakeholders including but not limited to: CEO, Trustees, IFE staff, Branches and Volunteers
• Liaison with external stakeholders including but not limited to; customers, suppliers, partners, regulators and advisors

Main responsibilities

• Contribute to the daytoday running of the services provided by the Education team
• Process examination bookings and confirmation letters
• Process multiple choice marking
• Collate materials for examinations
• Unpack and check materials returned by centres and examiners
• Carry out numerical checks and other QA checks as required
• Collate and record information (eg statistics, feedback), analysing information where required
• Update materials including forms, spreadsheets, electronic records.
• Set up meetings and ensure that all meeting arrangements (eg catering, accommodation) are in place.
• Copy, collate and distribute papers for meetings and take minutes as required.
• Provide general administrative support to team members as required.
• The post holder will be required to develop the required level of understanding of IFE qualifications and the associated costs/subscription fees
• Working closely with volunteers

General responsibilities

• Comply with all IFE policies and procedures including but not limited to those indicated in the Employee Handbook and the Health and Safety Handbook
• Adhere to customer service standards as required by your line manager
• Provide comprehensive administrative support to all areas of the organisation
• Contribute to the day to day running of the services in your department
• Liaise with internal colleagues, suppliers, external experts (including volunteers) and members as required to complete tasks
• Create and update records and databases ensuring full and accurate information is recorded
• Create/update/complete documents relevant to area of work, ensuring accuracy in documents and, where appropriate, ensuring that presentation (eg certificates, letters) is in line with IFE housestyle
• Manage meeting agendas/arrangements/appointments/travel etc.
• Promote IFE in a positive manner and protect the IFE reputation
• Engage with, and support colleagues, wherever needed
• Meet performance targets as established with line manager

This is not an exhaustive list and all staff are expected to be flexible and carry out different tasks from time to time commensurate with ability and experience.

PERSON SPECIFICATION

Essential (E) / Desirable (D)

Qualifications

• GCSE Maths and English grade C or above (E)
• Professional qualification in Business and Administration (D)

Knowledge and Experience

• 12 years of previous experience in a similar membership/administration/customer service role (E)
• Experience of working in an education environment (D)
• Experience of using systems for data entry and reporting (E)
• Experience of providing and coordinating administrative support (E)
• Use of CRM systems, particularly Microsoft Dynamics (D)
• Experience of working in a busy office with a strong customer service ethos (E)
• Experience in working in an international voluntary/charity sector (D)
• Knowledge and understanding of GDPR (D)

Skills

• High standards of accuracy, record keeping and attention to detail (E)
• Proofreading skills (E)
• Polite and professional approach (E)
• Excellent IT skills and competent in Microsoft Office (Outlook, Word, Excel, PowerPoint and Teams) (E)
• Good organisational skills and interpersonal skills (E)
• Good time management skills with the ability to prioritise, plan and organise day to day activities ensuring that deadlines and objectives are achieved (E)
• Excellent customer service skills (E)

Personal Attributes

• Committed to driving improvement (E)
• Achieve personal and developmental objectives as agreed and undertake continuing professional development as required (E)
• Ability to develop and maintain strong, effective and professional working relationships (E)
• A team player with a positive outlook and strong work ethic (E)
• Enthusiastic, hardworking