Customer Support Administrator, GORDON YATES

My client is a national institution and charitable organisation. The central London office is located in Westminster a short walk from Parliament and central Government offices. They are looking for an experienced customer support administrator to help with the launch of a new grant management system. This role is for three months and you will be able to work on a hybrid basis **Role Description** A new grants management system is is newly launched and about to be made available to circa 1000 external users. **Responsibilities** * Triage incoming email support requests * Provide 1st line support for requests where appropriate * Direct the requests to the right person(s) for assistance where 1st line is not appropriate * Provide excellent customer service to external users in the dioceses, cathedrals, parishes, acknowledging and responding to queries quickly and efficiently * Kind, friendly, helpful, listening approach essential * Provide pre\-written literature or other basic information * Create new, or update, documentation as needed * provide some basic "how to" advice in accessing the portal * Create and maintain a record of the requests received and report statistics on them * Work with colleagues to ensure timely responses have been made where calls have been referred on **Requirements** **Essential Skills and Aptitude:** * Good level of literacy \& numeracy * Good time management skills with the ability to manage multiple tasks simultaneously * Ability to work well and effectively under pressure * Well organised and able to prioritise work or refer as appropriate * Ability to work as an effective and flexible team member, with the ability to work largely unsupervised * Good communication skills both written and verbal, and confidence interacting with a wide range of people at all levels * Personable, friendly, self\-motivated and enthusiastic * Self\-Starter in terms of finding answers, setting up recording of statistics and management of day\-to\-day mail inbox and workflow. **Knowledge/Experience** * Excellent Customer Service Delivery * Experience of working in a team to meet shared goals and deadlines * Experience of a support provision role and resolving queries and issues **Desirable** * Experience of working in a not for profit or charity organisation