JOB DESCRIPTION JOB TITLE: Administrator (Customer Service Representative) DIVISION: Certification DEPARTMENT Business Excellence REPORTS TO: Senior Certification Administrator GRADE: Level C TENURE: Permanent / Full-time LOCATION Swift Square, Northwood, Santry, Dublin 9 REFERENCE 48-24 Job Overview To ensure clients of Certification, Business Excellence receive an efficient and professional customer service and administrative support regarding NSAI certification services.
Key Tasks and Responsibilities Provide customer service support administration activities to the NSAI Certification client base.
Support field-based auditors in third party certification activities and resulting file progression and completion.
Undertake file reviews to a dedicated set of file review guidelines.
Work with team to ensure certificates are issued correctly and on time before expiry.
Where appropriate, administrator the withdrawal of certificates in a timely fashion and in accordance with procedures.
Reduce and maintain bad debt with respect to client files.
Work as part of a CSR team to support client needs and take part in client liaison and client supports as may arise.
Interface with the Business Development and Marketing functions to support new client acquisition.
Participate in weekly administration meetings, manage assigned output from meetings to ensure all agreed actions are completed in a timely manner.
Generation of reports/ analysis of client data using CRM and/or other applications as requested.
Prepare analysis/details concerning department for quarterly reports and senior management meetings as requested.
Provide training to new staff and subcontractors in use of the NSAI CRM and supporting packages.
Provide administrative support for NSAI Certification training, and other meetings including arranging and booking business flights/travel arrangements.
Provide administrative support for projects related to the development of new schemes.
Provide administrative support for annual billing.
Engage with NSAI Certifications continuous improvement process to support excellence in certification and best in class performance.
Participate in cross training sessions during monthly meetings Work with the Certification team and Quality Manager in maintaining a quality management system that meets the requirements of ISO17021.
Cover administrative duties for colleagues during times of absence.
Any other duties as requested by NSAI Management.
This job specification is intended as a guide to the general range of duties for this post.
It is intended to be neither definitive nor restrictive and will be subject to periodic review with the post holder.
Qualifications and Experience Essential Minimum of 2 years experience in an administrative role.
Proven organisational and time management skills and experience.
Ability to interface with multiple software platforms.
Excellent attention to detail.
Desirable 3rd level qualification in relevant field.
Previous experience in team administration, client engagement and project management.
Technical Competencies Understanding of Quality Management principles and accreditation and their application and benefits to Business Excellence.
Proven understanding of the specific principle of continuous improvement and its application and benefit.
Computer literate with a high-level knowledge of PC packages, i.e.
Word, Excel,PowerPoint and other administrative software systems Proven ability to work as part of a team Project management or coordination skills acquired through previous experience Core Competencies Excellent interpersonal skills and customer service skills to support both client base and Certification team.
Ability to interact with clients and potential clients via phone, IT tools or face to face to support and promote NSAI services and demonstrate their benefits.
Communication: Ability to relate well (verbally & written) with both internal and external stakeholders and to work as part of a diverse team Attention to detail Strong time management skills and ability to prioritise work to meet deadlines Initiative: Ability to work on own initiative and develop the best work practices for duties assigned.
Flexible: Ability to work in a multi-task environment and changing deadlines.
For further information, please see48-24 Administrator (CSR) Candidate booklet Skills: Administrator Customer Service File Review
