Customer Service Administrator (Advanced Excel)

  • Location
    London, Greater London
  • Salary
    £ 23000 - £ 25000 / Year
  • Category
    Office and Secretarial - Compliance Administrator
  • Job type
    Contractor
  • Industry
    Office and Secretarial
  • External Reference
    JN-022019-52006

CUSTOMER SERVICE ADMINISTRATOR (FTC)


Advanced Excel MANDATORY


Pimlico


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.


MAIN DUTIES:


� 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


KNOWLEDGE AND SKILLS:


� 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.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Roberta Soldati