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XXX CUSTOMER SERVICES ADMINISTRATOR MAIN PURPOSE AND SCOPE OF THE JOB To provide information and advice on products, services and home based childcare and to promote and sell XXXs products and services to new and existing customers. To process membership, insurance and product sales within agreed standards and timescales. POSITION IN ORGANISATION Reports To: Customer Services Supervisor

DUTIES AND KEY RESPONSIBILITIES A Customer service

To assess the needs of callers to the membership lines, provide accurate and appropriate information and advice on home based childcare and self-employment issues. To explain the features and benefits of XXX membership, its products and services to callers and identify and act on opportunities to maximise sales. To ensure all calls and queries are undertaken efficiently and within agreed standards to provide an excellent customer experience. To gather regular customer service satisfaction feedback as required. B Processing

To accurately process membership and insurance applications and product orders to all customers within agreed standards and timescales. To update the Customer Relationship Management database (CRM) with the result of each enquiry, ensuring that records are up to date and accurate at all times. To process office paperwork, filing and archiving appropriately. GENERAL RESPONSIBILITIES Contribute to team meetings and organisational priorities. Take direction on projects and priorities from your line manager, which may vary, from time to time. Be flexible within the broad remit of the post. Be self-servicing. Be proactive in keeping up to date with developments affecting your work. Abide by organisational policies, code of conduct and practices.

This job description does not form part of your contract of employment and can be amended from time to time as the needs of the organisation require. Date written: December 2007 Signed: (Line Manager)

Print Name: Document Ref: Signed: Print Name: Grade D (August 2008)

(Line Manager) (Staff Member) (Staff Member)

XXX CUSTOMER SERVICES ADMINISTRATOR This person specification sets out the essential, minimum qualities we are seeking for this post. Please ensure that your application demonstrates how you meet the criteria. You may include voluntary, unpaid and paid work. CRITERIA EXPERIENCE Recent relevant experience including: SKILLS AND ABILITIES Giving information and advice on a helpline in a customer service environment General office procedures Telephone sales and promotions Communicate effectively using appropriate methods and language, including IT, with a range of audiences Ability to identify opportunities to sell products and services Assess the needs of individual callers and provide appropriate levels of information and advice Intermediate ICT skills including database input and retrieval Time management skills Demonstrate anti-discriminatory practice in all areas of work Criteria Tested At Application Interview Test

KNOWLEDGE EDUCATION/ TRAINING OTHER REQUIREMENTS

Office administration processes Willingness to undertake further development or training in relevant area Ability to occasionally stay away from home overnight (approximately once a year) Ability to work shift patterns (8am to 7pm) Signed: Print Name: Signed: Print Name:

Date Written: December 2007 Document Ref:

(Line Manager) (Line Manager) (Staff Member) (Staff Member)