Front of House/Helpdesk Administrator

Do you have a passion for customer engagement and improving customer engagement?  Then we have the perfect opportunity.

To be successful in this role you will need to enjoy working in a front-line role speaking with customers face to face, have excellent customer service and strong communication skills. The role requires you to provide a friendly, welcoming, and professional front of house reception function, administer and keep the helpdesk system up to date on an ongoing basis for all sites.

• Part time opportunity (6-month secondment to start with).
•  Hours 8-5 / 9-4 (flexible)
• Wed - Thur based on site at Ty Admiral and Fri – Working from home.

Role Purpose

Working in a team of 3 people, the Front of house/ Helpdesk administrator plays an integral part in the customer experience and journey by provide a friendly, welcoming, and professional front of house reception function, acting as the first point of contact for all incoming queries, helpdesk, and service requests into the department, through email, self-service & over the phone.

Main Duties   

Front of House:

• Welcome visitors, contractors, and staff in a warm and friendly manner. 
• Answer and forward incoming phone calls.
• Maintain and respond to incoming queries via the facilities mailboxes (Can I help and Working for You).
• Communicate site updates via email as and when needed (building work, system, and equipment faults).
• Ensure the front of house area is tidy, presentable, and organised.
• Administer and issue ID badges for visitors, contractors, and staff.

Helpdesk:

• Answer calls, log incidents and resolve customer issues at point of contact where possible.
• Assign incidents and requests to the relevant team and provide progress updates to customers in a timely manner.
• Escalate incidents and requests to the relevant team if work is required to be completed urgently.
• Administer and update the resource booking tool to support the booking of car parking, desks, and meeting rooms.
• Report, log, and track incidents with suppliers to resume services quickly. 

Requirements  

• Exceptional customer service and administration skills
• Previous experience in a similar administrative/customer service role
• Excellent communication skills
• The ability to make decisions, take ownership and use your own initiative to resolve problems.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're consistently voted one of Sunday Times Best Big Companies to Work For in the UK. This is a hybrid role with the working week split between home-working and our Cardiff office.

You can also view some of our other key benefits here

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