Operations Administrator

The Federation of Small Businesses (FSB) is the leading voice of 5.5 million small businesses and the self-employed across the UK. Since 1974, we've supported people to start, run and grow their own business.With market-leading benefits, local support, financial expertise, networking events and more, we provide our members with all the tools they need to succeed in business. Were also the UKs leading business campaigner, focused on delivering change on issues that matter most. With teams across the UK, we work with governments and decision-makers to make real change happen.

We have an exciting opportunity for the right person to join our team as an Operations Administrator, they will support the Operations Manager in providing efficient, effective, and flexible support to the Contact Centre, using a range of products including world-leading telephony & workforce management systems.

Are you a detailed orientated person with an interest in working in a constantly changing and adapting environment? Were looking for someone who actively looks for improvements in systems & processes, can troubleshoot issues and effectively problem-solve to ensure our operation runs smoothly.

Working on a range of market-leading solutions, your responsibilities will include CRM administration, scheduling agents using WFM, forecasting and analysing contact volumes, telephony system configuration & troubleshooting system issues.

Have you got previous administrative experience on a range of different systems? Excellent communication skills? Do you demonstrate a high level of initiative, judgement & problem solving?

Your role responsibilities will be divided across 4 key areas:

Resource Planning & Management:

• Administration of Agent shifts & working times in WFM system
• Analysis and monitoring of Contact Centre interaction volumes
• Scheduling agent shifts, breaks and lunches in line with agreed rotas
• Planning of activities in shift schedules
• Resource analysis regularly or at the request of the Contact Centre Manager/Contact Centre Team Managers
• Holiday, absence & shift swap administration of all advisers and management

Contact Centre System Admin:

• Utilise systems to comply with internal and external standards, including data protection, compliance, & OFCOM regulations
• Assist the Operations Manager in maintaining Contact Centre infrastructure, helping ensure systems are fully operational for advisers and management.
• Ensuring call recording, dialling, IVR/inbound call delivery software are operational and configured correctly
• Proactively recommend improvements for the Contact Centre to continuously improve the operation of the department
• Assist with the planning and documentation of Contact Centre contingency and compliance
• Assist with the creation and maintenance of mapping all key Contact Centre processes
• Assist the Operations Manager to manage change projects within the Contact Centre and where applicable, manage smaller change projects within the Contact Centre.

CRM Admin:

• Complete CRM Administration tasks in our current and future Salesforce systems, maintaining a high level of accuracy
• Basic analysis of CRM data to provide performance results and recommendations for improvement
• Provide administrative support to FSB Members, the Contact Centre and FSB Field Sales within agreed SLAs and quality standards
• Support the Operations Manager with ad hoc administrative tasks to meet business demands
• Learn and support the development of Salesforce within FSB as the organisation grows in its usage

Adviser Technical Support:

• Have a full working knowledge of FSB partners who provide services on our behalf & ensure all updates and changes are understood
• Be able to work with all systems required in the Contact Centre
• Troubleshoot system issues and provide technical support to Contact Centre agents and managers, liaising with internal and external support parties when necessary
• Support other teams and departments within the FSB in line with business priorities where required
• Support distribution and maintenance of MI and agent performance reports

Essential Qualifications

• Educated to GCSE level

Essential Experience

• Working with a variety of systems and therefore technically minded and eager to learn

FSB is dedicated to helping small businesses survive through these difficult times, and we value our staff enough to provide highly competitive rates of pay, benefits, and internationally recognised qualifications. We believe your work life balance is important, so our working hours dont include weekend or evening work. We provide you with all the tools, skills and support to help our members every day, and help you develop your skills through teamwork and relationship building. We believe diversity is the key to success, and we encourage people from all walks of life and backgrounds to come and join us. Our inclusive environment allows all our employees to bring their whole selves to work.

In addition to a fulfilling career with FSB, youll also benefit from:

• 26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot*
• Annual Flex Pot* to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme and discounted gym membership
• Health cash plan* (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing)
• Critical illness and income protection insurance*
• Enhanced Maternity and Paternity Pay
• Access to an employee assistance programme and mental health first aiders
• Group Personal Pension (GPP)

*Applicable on completion of probationary period and subject to terms

Additional Information

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

As an equal opportunities employer, FSB is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and Inclusion agenda and aspire to have a diverse and inclusive workplace, where all employees can bring their whole self to work. We strongly encourage suitably qualified applicants from a range of backgrounds to apply and join FSB. Candidates with a disability who require reasonable adjustments should contact the HR department.

Applicants are advised to apply early. We reserve the right to close a vacancy prior to the closing date if a high number of applications are received. If you are successful and short listed for interview you will be contacted by email.