administrator
4 the last 350 days, recently 2024-04-19
Responsibility
- evaluate agent’s performance based on established criteria, such as communication skills, product knowledge, and problem-solving abilities
- provide wide ranging, speedy, accurate administrative support to our busy People team
- communicate company-wide updates / announcements via our Yammer platform
Show more +19 - develop and implement new quality assurance checks and standards for current and new processes
- monitor customer service interactions in real-time or through recorded calls/communications to evaluate adherence to company policies, procedures, and service standards
- identify trends, patterns, and areas for improvement through analysis of customer service data and quality assurance metrics
- take accurate notes of disciplinary and capability hearings when required
- collaborate with the B2B CX Leadership team to identify corrective actions and continuous improvement initiatives
- document quality assurance findings, recommendations, and actions taken to ensure accountability and transparency
- support with note-taking and administration on behalf of the Employee Forum
- complete targeted number of quality checks per month by a certain deadline for our sales, CX and Microtricity teams in readiness for feedback to be delivered by line managers
- assist Team Leaders and Managers in feedback and coaching sessions with agents to achieve a high standard of performance across the department
- stay informed about industry best practices, emerging trends, and customer service technologies to continuously improve quality assurance processes and methodologies
- monitor and manage key elements of our People service including starters and leaver’s processes, probationary periods and changes to terms and conditions of employment, escalating issues to our Employee Relations Specialist and People Services Manager early in the process when needed
- complete administrative tasks associated with any redundancy programmes, TUPE processes and consultation projects
- support development of B2B Growth Plans
- update people records, payroll systems and trackers accurately and to a high standard, to ensure a smooth and effective service is provided
- support case management correspondence under guidance from the Employee Relations Specialist / People Services Manager, preparing Hearing packs and notes in a timely and accurate way
- any additional ad-hoc tasks as requested by manager or head of department
- work with the other administrators in the People team to make sure all processes are clearly allocated and managed by someone in the team, and provide holiday and absence cover for others’ work
- manage benefits administration for a number of 3rd party suppliers and ensure records are kept accurate and up to date Ensure Right to Work and GDPR compliance standards are met Take on other administrative tasks as needed to support the people team’s wider plans and individual projects
- our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy
Requirements
- understanding of energy industry
- excellent attention to detail when performing quality assurance checks
- extensive Salesforce Administration experience
Show more +21 - strong understanding of customer service principles, practices, and standards
- experience of using flow to create automations and UI elements is essential
- previous administration experience is essential, preferably within HR background
- proven experience in customer service
- excellent communication skills, both verbal and written
- experience of Salesforce Lightning is essential
- hold a certificate level qualification in HR would be advantageous but not essential
- analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions
- experience with Sales Cloud & Service Cloud
- the ability to work in a sensitive manner with a high level of discretion is vital
- detail-oriented with a focus on accuracy and precision in evaluating customer interactions
- experience using Git is desirable
- workday and/or ADP knowledge would be advantageous but not essential as full training will be given
- ability to multitask and prioritize tasks in a fast-paced, dynamic environment
- experience of continuous integration is desirable
- proficiency in using customer relationship management software and quality assurance tools
- understands when to use declarative capabilities vs developed solutions
- experience of Salesforce Energy & Utilities Cloud is desired
- experience of basic development using Apex is desirable
- experience of working waterfall and agile developments, and using tools such as Jira
- problem solving attitude
Benefits
- mobile phone
low salary - 2% lower than the average in this position
Earnings for position administrator
administrator - How much money do you make working at this position?
Average salary at company ECOTRICITY GROUP is 2125£.
The national average salary is 1900£.
1000 £
Lowest
Lowest
2400 £
Average
Average
3800 £
Highest
Highest
Salary in other companies in the position administrator
| TROOLI | 25000 £ | 8308 £ 25000 £ |
| INVESTIGO | 13208 £ | 8308 £ 25000 £ |
| YOLK RECRUITMENT | 12780 £ | 8308 £ 25000 £ |
| SQUARE ONE PHARMA RESOURCES | 11800 £ | 8308 £ 25000 £ |
| KM EDUCATION RECRUITMENT | 11583 £ | 8308 £ 25000 £ |
| PEOPLEWORKS | 9000 £ | 8308 £ 25000 £ |
| EAMES CONSULTING | 9000 £ | 8308 £ 25000 £ |
| DAVANTI SOLUTIONS | 9000 £ | 8308 £ 25000 £ |
| GREENWICH & BEXLEY COMMUNITY HOSPICE | 8771 £ | 8308 £ 25000 £ |
| CHISHOLM HUNTER HOLDINGS | 8308 £ | 8308 £ 25000 £ |