Operations and Customer Service Administrator

About the job

Here at Firebrand (part of Lyceum Education Group) an opportunity has arisen for a passionate and organised individual to join the team as an Operations and Customer Service Administrator. You will be responsible for playing a vital role in supporting both the Operations and Sales Teams by managing administrative tasks and ensuring efficient customer interactions. This role involves overseeing exams, maintaining a professional learning environment, assisting with general site maintenance projects, and providing crucial support to the Sales Team, ensuring seamless customer interactions and accurate processing of sales-related information.

What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!

Why work for Firebrand?

It is a great time to join Firebrand as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join Firebrand such as:

• Brilliantly, you can study any of our courses for free – be it a professional qualification or full degree.
• We also provide a generous annual leave entitlement of 30 days.

What you’ll be doing

The Operations and Customer Service Administrator plays a vital role in supporting both the Operations and Sales Teams by managing administrative tasks and ensuring efficient customer interactions. This role involves overseeing exams, maintaining a professional learning environment, assisting with general site maintenance projects, and providing crucial support to the Sales Team, ensuring seamless customer interactions and accurate processing of sales-related information. The role is an integral part of a team dedicated to providing a professional, quality, and comfortable educational environment for students. This role demands a dynamic individual who excels in a fast-paced setting, demonstrating initiative and a proactive approach to responsibilities.

As such, you will be responsible for:

Key Responsibilities:

Operations:

• Scheduling exams: Organise and coordinate exam schedules efficiently.
• Administering test sessions: Oversee and manage the execution of test sessions.
• Classroom setup: Prepare classrooms for educational activities, ensuring a conducive learning environment.
• Imaging of student PC’s: Manage the imaging process for student computers.
• Weekend site duty: Participate in weekend shifts to address any operational requirements.
• Student assistance: Provide support to students when senior staff are unavailable.

Customer Service and Credit Control:

• Assist the Sales Team: Support the Sales Team with various administrative tasks, ensuring smooth workflow and efficient operations.
• Update and maintain CRM system: Ensure accurate and relevant customer and sales data in the CRM system.
• Respond to customer inquiries: Handle general customer service inquiries via phone and email in German and English.
• Generate and manage invoices: Create and manage invoices and credit notes, maintaining meticulous records.
• Follow up on payments: Ensure timely processing of payments by following up on payment details within strict deadlines.
• Initiate enrolment communications: Send enrolment emails and conduct follow-up calls to confirm receipt and understanding of crucial information.
• Collaborate with Regional Team: Work closely with the CS & Operations Teams across all Training Centres, fostering effective teamwork and communication.
• Microsoft ESI Administration
• Credit Reform Administration

What we’re looking for

To be successful in this role you will need to have a proven track record in the following areas:

Knowledge/Experience:

• Excellent English and German language skills.
• Strong analytical skills with attention to detail in reporting and administration.
• Experience working collaboratively in a team.
• Previous experience in general administration duties.
• Prior experience in office-based customer support and administration, demonstrating a strong understanding of sales processes and customer interactions.
• Proficiency in using CRM systems and Accounts software.

Skills/Qualifications:

• Excellent time management, organisational, and planning skills.
• Keen attention to detail in reporting and administration.
• Strong interpersonal skills and the ability to build and maintain positive client relationships.

Behaviours/Competencies:

• Proactive attitude and ability to think ahead in a dynamic environment.
• Self-motivated with high energy levels and a strong commitment to responsibilities.
• Maintains constant communication with main offices in the U.K.
• Adaptable and responsive to the varying demands of the role.
• Presents self in a responsible and mature manner.
• Demonstrated initiative and willingness to engage in a diverse range of tasks.
• IT literacy with experience using CRM and Accounts systems, showcasing technical proficiency in relevant software tools.

Please note that the successful candidate will be required to undergo a credit check.