Customer Service & Data Entry Administrator

Key Responsibilities

Customer Care

• Providing first point of contact for the general public and members - telephone, email and website enquiries.
• Directing the general public, members and all enquirers to the relevant person or body to assist with their enquiry.
• Responding appropriately to all written enquiries.
• Sending out general information packs.

Administrative Support

• Providing administrative support to the Clients Mediators and members in the key areas of information dissemination and the organising of the provision of family mediation to members of the public.  
• Ensuring that internal databases and systems are accurately and regularly kept up-to-date.
• Providing general secretarial/administrative support to all NFM staff.
• Filing and archiving (both electronic and paper)
• Photocopying
• Transferring data collected through manual monitoring to computerised monitoring data-bases.

Person Specification

Essential

1. Excellent customer relation and communication skills and an ability to deal with distressed people in a calm and professional manner.
2. Be capable of working independently, using own initiative and responding speedily to enquiries.
3. Ability to plan, organise and prioritise work within strict timescales.
4. Good verbal and written communication skills and an ability to maintain good working relationships with NFM staff, mediators and members.
5. Experience of a customer-focused, services-selling.
6. Experience of paper-based and electronic record keeping.
7. Competent in the use of Microsoft Outlook, Word, and Excel.
8. Locating & retrieving data/text/documents from computer systems.
9. Ability to work as part of a busy team.
10. An ability to remain calm when under pressure.
11. A commitment to Equal opportunities and cultural diversity.

Desirable

1. A good understanding of the effects and processes of separation and divorce
2. Experience of working with SalesForce
3. Commitment to personal development
4. Ability to demonstrate problem solving skills.

Interview Date:  Thursday 5th October 2017