Location: Exeter Head Office, Hybrid Working
Salary: £28,000 - £30,000 based on experience
Apply to: chrissie.heath@waterbabies.co.uk
Main Purpose of the Post:
The Customer Service & Office Administrator is a pivotal role. The primary function of the post is to support in the development and delivery a world class customer service to our Water Babies customers.
The secondary function of this role is to provide high-level administrative support to the CEO and Directors, facilitating efficient business operations and ensure that Head Office administration and routines are maintained on a day to day basis to ensure the smooth running of the office.
The ideal candidate will possess exceptional organisational skills, a proactive mindset, and the ability to manage confidential information with discretion.
Key Responsibilities:
Executive Support:
- Manage the Senior Team and Meetings/projects calendar, including scheduling meetings, appointments, and travel arrangements.
- Prepare, review, and edit correspondence, reports, presentations, and other documents.
- Coordinate and facilitate Directors and Senior Team meetings, including preparing facilities, agendas, taking minutes, and following up on action items.
- Assist with diary management and bookings for CEO and Directors as required.
- Arranging international travel, visa’s and accommodation for the CEO and Directors.
- Ensure travel arrangements are clear for visitors and that they are greeted to Water Babies.
Customer Focussed L&D Coordination
- Administer the Annual customer survey and collate and review the results.
- Coordinating the Net Promoter Score with the guidance of the Head of Customer Service & Administration.
- Respond to reviews on customer review platforms including Feefo and Trustpilot.
- Work with the tech department to support/input on changes for offices in Ada.
- Support the network with office support/questions .
- Make updates to the operations manuals in line with the recommended processes.
- Create training resources for administrators across the network.
- Review customer feedback to identify areas for improvement.
- Run the mystery shopping programme and review feedback, implement next steps.
- Regularly review and improve national customer service emails.
- Regularly use Finn’s Forum and other communication methods to motivate and improve customer service across the network
- Support the completion of the Water Mark compliance process.
Head Office Coordination
- Oversee day-to-day operations of Head Office, ensuring processes are efficient and effective.
- Coordinate and schedule the office cleaners.
- Liase with Burlington estates for Office management.
- Manage the Data Room to ensure legal compliance.
- Manage office supplies, equipment, and liaise with IT support as needed.
- Meet and Greet visitors to Head Office
- Provide administrative support to the Head Office team.
- Manage the office phone mailbox and email inboxes.
- Manage the Head Office credit card.
- Manage office security.
- Monitor office usage and address furniture/desk requirements.
- Maintain office stationery supplies.
- Organise food and refreshments for meetings.
Health and Safety:
- Coordinate health and safety protocols with the Head of Pools & Facilities
- Organise and execute fire drills
- Maintain the first aider rota
- Oversee the annual PAT testing process for electrical equipment
Communication and Coordination:
- Serve as a key point of contact between the Directors and internal/external stakeholders.
- Facilitate effective communication within the Directors team and across the wider Head Office and UK/International teams.
- Maintain confidentiality and discretion in handling sensitive information.
Event Planning and Coordination:
- Organise and manage corporate events, meetings, and conferences, including logistics, Invitations and vendor coordination.
- Arrange external conferences and events for the Senior Team.
- Ensure events run smoothly, managing on-site details and addressing any issues that arise.
- Coordinate International travel plans, including itineraries, accommodations, and transportation.
Relationship Management:
- Build and maintain strong relationships with the wider Water Babies team, key contacts, clients, and partners.
- Represent Water Babies in a professional and courteous manner in all interactions.
- Organise Christmas gifts for the network and partners.
- Handle special requests and tasks from the executive with a high degree of professionalism.
Miscellaneous Tasks:
- Anticipate and proactively address potential issues.
General:
- Undertake such other duties commensurate with the grade of the post as may be reasonably required.
Person Specification:
Essential / Mandatory Requirements
- Able to deal with people of all ages and backgrounds with tact and diplomacy
- Able to look beyond the task at hand and plan accordingly
- Able to work under pressure to prioritise and meet tight and changing deadlines in a busy environment
- Excellent knowledge and experience of working in a busy office environment working to strict deadlines
- Excellent customer service and interpersonal skills, (verbal, written, and electronic)
- Enthusiasm to work alongside and help people
- Effective listening skills
- Able to handle confidential information sensitively
- Professional and positive attitude
- High degree of accuracy and attention to detail
- Good problem solving skills and confident to challenge existing ways of working.
- Desire to learn and develop skills
- Thorough, organised and methodical approach to tasks
- Excellent IT skills including Word, Excel, Outlook
- Good standard of education - to include GCSEs or equivalent in Maths/English
- Full Driving License
- Able to work flexibly including some evening and weekend work.
Desirable / Optional Requirements
- Degree in Business Administration, Management, or a related field preferred
- Experienced in organising events
- Customer Service Experience
- Experience and knowledge of gathering information for group course/travel bookings.