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Leeds, West Yorkshire
Senior Administrator
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Contract Type: Contract |
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Overview
Npower - Senior Administrator Location: Seacroft, Leeds LS14 Hours: 37 hours a week Monday-Friday with 6 shift patterns between 07:00 - 18:00 & working 1 Saturday on a rotational basis Pay: £10.33 per hour Duration: 6 Months with possibility to extend Role Purpose: Provide a broad range of complex administrative support in a specific business area to internal and external customers. Accountability's:- Query Handling Investigate and respond to a broad range of complex customer queries, liaising with other parties as necessary, to deliver an appropriate, acceptable resolution for the customer. Ensuring that tight time scales and some conflicting priorities for field appointments are managed, scheduled and communicated out to the field Balance resource pools, identify areas where work is low or overloaded and take appropriate action, reacting to real time changes. Day to day scheduling changes. Maintain the monitoring DRS scheduler by ensuring there is sufficient resource to cover all appointments. Liaise closely with Field Team Managers, providing feedback on workload and prioritisation. General systems and resource administration activities 'Jeopardy' - Reallocation of work 'on the day' due to unforeseen circumstances Maintain an enquiries mailbox Assist Field Operatives on site via telephone, using search engines to locate addresses/meter locations/customer contact details Queries resolved Clarifies customer requirements and assumes personal responsibility for fulfilling them Customer satisfaction Minimise number of escalated queries by ensuring all appointments are scheduled Customer satisfaction Minimise Guaranteed Standards of Practice failures Error Resolution:- Amend data errors and process exceptions and provide feedback to front-line teams to ensure data quality is improved and maintained. To ensure there are zero errors regarding availability of field operatives so there are no failures. Support with HHT failures, reallocation of work, liaising with FTM Taking ownership of the errors/failures To ensure jobs are completed within the agreed SLA System performance and flow monitoring Investigate complaints and GSOP failures Reduction in errors Escalation Data quality Ownership Professional reports of outcomes Suggest improvements to prevent repeated failures Task Processing:- Complete a broad range of complex transactions across the functional area, to ensure accurate processing of information. Understand the principles of scheduling for different business segment with varying constraints and deadlines and prioritisations levels Develop knowledge of systems and processes, identifying areas for improvement and recommendations for improvements Provide management information to support ideas of proposals Development of working relationships with internal customers and other stakeholders. Daily management of work schedule, ensuring scheduling activities are performed and exceptions arising are effectively managed Maintain a GDPR compliant electronic filing system of all paper driven works De-programming of manually submitted work results Prioritisation of multiple job types and deadlines Maintain resource availability schedule and geographical intelligence engine Workload throughput Process efficiency Workloads prioritised Process failures Timely production of meaningful reports to support Daily distribution of electronic and paper-based work requests Workload Reporting:- Provide regular feedback on work in progress and decisions on workload priorities to Team Manager to ensure workloads are appropriately managed and performance standards met. Liaise with key stakeholders to ensure business priorities are met, providing feedback on scheduling, conflicts and challenges Set realistic timescales and expectations with stakeholders Progress updates to internal stakeholders Ensuring KPIs are met Communication To be considered for this role the right candidate will have the following skills: Excellent organisational skills Have previous relevant experience Understanding the principles of scheduling and dispatching for different locations with varying constraints whilst ensuring compliance with meter re-certification programmes Ability to work under pressure and within a fast-paced environment Proficient use of Microsoft Excel and other programmes Strong communication skills (verbal & written) Good telephone manner Be able to produce accurate and timely management information Be able to demonstrate good team working skills In return the client can offer the following: Free on-site parking Spacious cafeteria for lunch breaks A company with a green approach to the environment Casual/smartly dressed office Flexi-working If you are interested in the role and have the correct experience, please click apply