Customer Support Administrator (temporary)

My client is a national institution and charitable organisation. The central London office is located in Westminster a short walk from Parliament and central Government offices.

They are looking for an experienced customer support administrator to help with the launch of a new grant management system.  This role is for three months and you will be able to work on a hybrid basis 
 
Role Description
A new grants management system is is newly launched and about to be made available to circa 1000 external users. 
 
Responsibilities

• Triage incoming email support requests
• Provide 1st line support for requests where appropriate
• Direct the requests to the right person(s) for assistance where 1st line is not appropriate
• Provide excellent customer service to external users in the dioceses, cathedrals, parishes, acknowledging and responding to queries quickly and efficiently
• Kind, friendly, helpful, listening approach essential 
• Provide pre-written literature or other basic information
• Create new, or update, documentation as needed
• provide some basic "how to" advice in accessing the portal 
• Create and maintain a record of the requests received and report statistics on them
• Work with colleagues to ensure timely responses have been made where calls have been referred on

 
Requirements
Essential Skills and Aptitude:

• Good level of literacy & numeracy
• Good time management skills with the ability to manage multiple tasks simultaneously
• Ability to work well and effectively under pressure
• Well organised and able to prioritise work or refer as appropriate
• Ability to work as an effective and flexible team member, with the ability to work largely unsupervised
• Good communication skills both written and verbal, and confidence interacting with a wide range of people at all levels
• Personable, friendly, self-motivated and enthusiastic
• Self-Starter in terms of finding answers, setting up recording of statistics and management of day-to-day mail inbox and workflow.

 
Knowledge/Experience

• Excellent Customer Service Delivery
• Experience of working in a team to meet shared goals and deadlines
• Experience of a support provision role and resolving queries and issues

Desirable

• Experience of working in a not for profit or charity organisation