Contract: Full time, permanent, 35 hours per week
Salary: £21,000 - £22,000
In this role you will provide key support to the Business Support function and deliver outstanding quality membership and Quality Standards Framework (QSF) audits and Workforce development administrative services to Associates, internal teams, customers and stakeholders.
Providing professional administrative support to the Business Support department, Senior Managers, Associates and internal team members as required to ensure delivery of a customer-focused and effective business support function.
To deliver a knowledgeable and high quality response to all types of customer enquiries and wherever possible, provide a response at the first point of contact.
To undertake pro-active outreach calls to members and QSF auditee organisations in line with the engagement and outreach calls procedures, in order to support business growth and retention targets and to support the debt recovery process where necessary.
To provide administrative support to the finance team to support income collection and debt recovery.
To ensure that the QSF audits are administered in line with QSF procedures.
To support development and review of operational procedures within the Business Support function
To conduct the Business Support activities in line with operational procedures and KPI targets
To support continuous improvement and development of back-office processes and systems to increase efficiency and quality.
To respond to inbound customer enquiries via phone, email or website, in line with the qualitative and quantitative KPI targets and operational procedures.
To deliver excellent quality customer service and business support activities to customers and colleagues to meet organisational and operational objectives
To complete sales orders in line with agreed deadlines
To conduct pro-active customer engagement calls in line with agreed processes and KPI targets.
To arrange meetings, book accommodation and travel as necessary.
To provide administrative and operational support for delivery of the annual conference and other events.
To provide pre and post administrative tasks to support effective delivery of workforce development training programme.
To undertake the administrative requirements for the QSF audits, including pre and post audit support to auditee organisations, outreach calls, document upload checks, support to auditors, formatting and issue of audit reports etc. to agreed deadlines.
To ensure that all communication with new leads, members and auditee organisations is accurately recorded on CRM.
To ensure that customer records are updated on CRM to enable improved reporting, engagement and insight.
To record and collate data as required by the Operations Manager and Senior Leadership team to support performance and contract management requirements
To undertake any training identified as part of the performance reviews and ongoing personal development needs.
Conduct the support and administrative tasks to ensure delivery of the TEC Quality audit requirements in line with the TSA/TQ Service Level Agreement.
Confident, flexible and committed individual always striving to continually improve own personal performance and the performance of the team
Excellent customer service and communication skills with the ability to engage and maintain relations with internal and external customers and key stakeholders
Excellent organisational skills and ability to work pro-actively to support continual improvement of the business support function
Ability to work under pressure whilst maintaining attention to detail.
Proficient in the use of Microsoft Office
Actively take responsibility for personal professional development and identifying training needs to the Operations Manager as appropriate.
To comply with the requirements of the TSA Employee Handbook and work in accordance with all policies and procedures of TSA including Equalities and Diversity, GDPR and Confidentiality Policies etc.
Reasonably undertake any other duties as required by the line manager that are commensurate with the level of the post.
Knowledge and qualifications
Good understanding of Microsoft Office and CRM type systems
Knowledge of the fundamental GDPR principals and able to translate these into the day to day administrative activities to ensure compliance
This job description is intended for use as a guide only and is not an exhaustive list of roles and responsibilities.
In the course of your duties you may have access to confidential material about members, employees or TSA/TEC Quality business.On no account must information be communicated to anyone other than authorised persons. If you are in any doubt as to the authority of a person asking for information of this nature, you must seek advice from your Line Manager. Similarly, no information of a personal or confidential nature concerning individual employees of the TSA/TEC Quality should be communicated to anyone without the proper managerial authority having first been obtained.
NB This job description is a guideline and is in no way restrictive or definitive and should be read in conjunction with the Association’s policies and procedures.
The post holder should be aware of their obligations under the Health & Safety at Work Act and ensure its contents are observed by all staff.