Administrator

An opportunity has arisen for an Administrator (Service Delivery and Customer Support) to join one of the UK’s fastest growing companies that provides e-learning and software to over 500 organisations and over 1.9 million learners nationally. Based in Ilkley, West Yorkshire, the successful Administrator will earn a salary of £14,000 to £18,500 plus excellent benefits and free parking/commutable from Leeds.

As an Administrator you will provide customers with the best service possible. Working alongside the company’s lively and energetic service delivery team, you will speak to all types of people; advising on the use of the company’s products and services, diagnosing and resolving any issues and signposting to a range of self-support services.  Your main duties and responsibilities will include, but will not be limited to: 

• Taking queries from both internal and external customers
• Diagnosing and resolving customer issues
• Searching for known solutions and advising customers as necessary, including the provision of documentation where necessary
• Contributing to the building and maintenance of strong customer relationships and satisfaction by provision of efficient call management and resolution as well as clear and unambiguous communications
• Managing own workload in cooperation with team colleagues to ensure that all enquiries are completed within SLA
• Providing clear, concise documentation on solutions to enable customers or staff to be able to repeat the process

To be considered for the Administrator role you must have a background in providing excellent customer service. You will have a strong customer focus and will be someone who cares about each customer and understands how to provide great service. In addition, you must possess the following key skills and experience:

• IT literate
• Confident in using and supporting people with IT systems
• Exceptional phone manner
• Experience in a demanding customer service based environment
• Previous experience at resolving issues
• Strong analytical and problem solving skills
• Ability to calmly and rationally talk to customers and gather all information necessary to understand the issue
• Ability to clearly document customer requests, providing all necessary information
• Positive "can do" attitude showing resourcefulness

If you’re interested in the opportunity to become an Administrator (Service Delivery and Customer Support) based in Ilkley, West Yorkshire, please apply by submitting your CV and cover letter detailing your relevant skills and experience for the role.

Additional information: Package includes individual and team incentives/rewards, comprehensive induction, ongoing training and progression framework, 3% matched contribution Pension Scheme, Simply Health Plan, Life Assurance and Childcare Vouchers.