Senior Administrator

Lloyds Register Quality Assurance Limited
18000.00 - 21000.00 GBP Annual
05 Jul 2017
02 Aug 2017
Contract Type
Senior Administrator

Job Overview:

To support the delivery of certification and verification services through the resource planning of assessors and providing a high level of customer service from receipt of contract to certificate issue to meet business and client expectations and objectives in areas including AS 9100, ISO/TS 16949, BRC, EU ETS, IRIS, Construction Product Regulations and CSR

Responsibilities will include:

- Through the effective and efficient allocation of available field force resources, plan client visits/activities, respond to queries relating to these within agreed deadlines, processes and KPI's to meet client and business needs whilst ensuring compliance with external accreditation requirements. This includes the RFAT process
- Co-ordinate service delivery for new contracts liaising with Management Systems' Sales to meet client and business objectives, deal with complex queries and proactively resolve service issues within agreed deadlines, targets and KPI's. Includes participation in client meetings and reviews
- Identify and refer potential client complaints through agreed processes dealing with queries promptly and appropriately, taking every opportunity to foster strong working relationships both internally and externally
- Identify clients that defer part way through certification process providing analysis on mandays and reasons, make feedback and recommendations to line manager and sales to achieve completion of all certification delivery stages
- Develop a good understanding of the LRQA products specific to this role, our services, systems and processes on an ongoing basis, to enhance the service provided to internal and external clients. This includes participating in industry sector seminars and transferring this knowledge to other client services teams.
- Validate and issue certificates in an efficient and effective manner whilst meeting performance targets for certificate turnaround in line with agreed processes and KPI's
- Review and process office actions and client information updates through the LRQA systems, accurately and within agreed deadlines and KPI's
- Liaise with Bracknell shared service centre to support the resolution of invoicing queries in line with processes and agreed KPI's
- Build and maintain excellent client relationships through proactive communication and action to fulfil client expectations on all enquiries from all LRQA's client base.
- Identify improvements and make recommendations to service delivery processes and procedures to assist in the monitoring and planning activities and provision of an effective delivery of services within Management Systems
- Mentor other team members and new staff to share best practice initiatives, transfer knowledge of LRQA's products and processes to support and improve the high level of service provided to all Management System clients
- Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health.
- Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.

To be considered you must have:

- Experience of a client services environment dealing with a high volume of information and tasks ideally involved in resource planning, scheduling and data analysis
- Adaptable and well organised with a practical minded approach and the ability to work on multiple tasks and to tight deadlines
- Understand the concept of Management systems and how they are applied in organisations. Understand link to certification / verification and associated training needs is preferred
- Experienced in building, maintaining and retaining effective commercial relationships with new and existing clients
- Experienced in delivering and integrating client services focused processes, building and sustaining positive commercial and client relationships internally and externally
- An assertive approach to problem solving with strong communication and diplomacy skills to guide, negotiate, influence and persuade at all levels
- Have a strong team spirit and able to demonstrate professional people skills and promote a team working environment
- Knowledge of standard IT programmes and use of databases are essential with experience of systems used and applied within LR / LRQA with relevance to client services preferred
- Experienced in working with clients and Shared Service Centres in the resolution of queries and complaints in an accurate and timely manner

keywords: customer service, sales,Construction Line Supervisor, Engineering, account management, customer support, admin, administrator.