Customer Service Administrator (Advanced Excel)

  • Location
    London, Greater London
  • Salary
    £ 23000 - £ 25000 / Year
  • Category
    Office and Secretarial - Compliance Administrator
  • Job type
  • Industry
    Office and Secretarial
  • External Reference


Advanced Excel MANDATORY


To work within the client delivery team providing support to major clients and service Providers, generating a positive relationship with those customers. This support will take the form of day-to-day administration, assistance, complex queries resolution including account reconciliation, emails, telephone support, and reporting.


� To acquire a comprehensive knowledge of the company's operational policies and procedures including related statutory regulations - and to use this knowledge to assess and respond to client requirements.

� Monitor & provide assessment of incoming client queries via email, applying company policies to structured and concisely written responses.

� To ensure that the manager's policy decisions, and those defined by the company are implemented.

� Provide assistance to the client's HR administrator/representative giving detailed guidance on processes, procedures and general operational guidelines.

� Build a strong working relationship with the client's HR administrator/representative and where possible the client's compensation & benefits manager so as to become the primary contact point for all of the clients benefits administrative questions.

� Provide rapid support to client complaints and operational queries, ensuring that clients have a suitable understanding of the schemes, and their own contractual obligations.

� To provide a comprehensive and enthusiastic support service to the company's sales and account management teams - enabling them to confidently rely on client delivery to support their clients in the context of new services and on-going operational support.

� To work closely with clients to ensure accurate reconciliation of sales ledgers, and to similarly assist major service providers with complex accounts queries.

� For flexible benefit clients:

� Data validation and manipulation for team's allocated clients for both annual loads and on-going maintenance and updates

� Loading data for clients using the back office system, creation and checking data updates and elections for new joiners, and life event changes

� Producing and validating end of election reports

� Producing, reconciling and checking payroll and benefit provider reports at the end of each election period

� Administration support for clients' HR/admin teams

� Day-to-day support for team leader in management of clients', including resolving queries, making changes and ad-hoc processing and ensuring teams schedules and deadlines are met

� For CCV, ECV, LV clients:

� Upload orders to systems (DSV / TRI2)

� Service agreements creation

� Maintenance of provider affiliation agreements

� Processing refunds/credits

� Support the helpdesk team with the resolution of customer queries


� Telephone helpline experience in a business-to-business environment

� Experience of working in a corporate customer-facing team

� Working within a HR team administering employee benefits

� A high level of written and oral English

� Experience in the drafting and preparation of written responses to customer queries

� Good Microsoft Word and Excel skills

� The ability to work independently in call-handling and related administration

� Professional, clear and confident telephone manner

� Excellent telephone negotiating abilities

� Evidence of problem-solving skills

� Well-developed interpretative skills

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Roberta Soldati