Vacancy Details

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  • Advert Title Customer Operations Administrator
  • Advert Text

    FTA is looking to recruit a Customer Operations Administrator to join its busy member facing administration team in the Tunbridge Wells office.

    The Customer Operations team provide support, assistance and information to members, non-members and colleagues. This busy department is the primary point of contact for our customers and the aim of this role is to provide a memorable and positive experience for all.

    Working in partnership with FTA internal stakeholders, the Customer Operations Administrator role is responsible for setting up new contracts and administering renewals, as well as providing support, assistance and reports to both internal and external customers.

    Responsibilities:

    • Setting up new and yearly renewals of contracts using an in-house database.
    • Managing contract queries and liaising with both colleagues and the member to meet customers’ needs
    • Managing administration of all contracts to ensure continuous high standards
    • Coordinate the physical compiling of subscription products and dispatch to subscribers
    • Maintain circulation lists of FTA’s monthly Journal and key publications
    • Provide assistance and information as required, ensuring SLA’s are met and a high level of customer service is delivered at all times.
    • Liaise with other FTA departments, including Contract Managers, MRM's and Auditors when necessary.
    • To carry out regular checks on contract progress and update Monthly list of outstanding renewals/cancellations, liaising with the Manager where necessary.
    • To run monthly reports for customers using a bespoke system. Setting up and maintaining members in FTA’s online reporting dashboard (Vision)
    • React to specific contract requirements and special arrangements, producing appropriate information
    • Monitor when invoices are due for all contracts and raise accordingly using the invoicing calendar.
    • Deal with appropriate contract personnel when setting-up/revising/amending contracts, in the main by email and telephone
    • Check through accounts query report and manage accordingly, liaising with contract owner where necessary. Use accounting system to check if invoices have been paid monthly
    • Configure Digital equipment and dispatch
    • To Maintain an orderly filing system
    • To assist with special projects and tasks that may arise in a busy customer services department
    • Own and maintain the One Note process folder
    • Work by the Customer Service Team Ethos and Phone Protocol
    • Liaise with colleagues and customers to arrange on site visits.
    • Work within the Customer Operations Team assisting colleagues and customers alike, promoting cross team working.
    • Where necessary, undertaking additional responsibilities as required by FTA
    • Assist with Reception cover as required

    Key Qualifications & Skills:

    • Customer focused approach
    • Exceptional telephone skills with a professional and confident communication style
    • The ability to communicate at all levels with customers and internal stakeholders, using different methods of communication (letters, reports, e-mail, telephone, presentations)
    • Strong analytical skills and the ability to use IT systems including, Word, Excel and CRM databases
    • Reliable, punctual and possessing well-developed planning and organisational skills
    • Team player with an ability to work cross functionally
    • Demonstrate the company values (Reputation, Excellence, Togetherness & Dynamism)
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  • Location Tunbridge Wells
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