Customer Experience Quality Admin

£20000 - £25000 per annum
15 Nov 2017
13 Dec 2017
Recruitment Genius Ltd
Public Sector
Customer Service
Contract Type
Full Time
We're looking for an articulate, organised and detail-focused administrator to take responsibility for the quality in all of our day-to-day work. If you're interested in getting into the world of customer experience, and fancy working in an agency obsessed with customer service and quality, this is just the job for you!

About you :
You'll have a keen eye (and ear) for detail. This will make it easy for you to pick up issues and errors at every stage of our process - before work goes into the studio, in final outputs before they're delivered to clients and in testing and audits, after clients have gone live. Additionally you:
- Are a clear and confident communicator
- Naturally want to take ownership for work quality and happy to push back when re-work is needed
- Have great people skills
- Have great proactive, admin skills
- Are a great listener
- Are a a fast learner
In short, your attention to detail, clear communication great listening skills, organised approach, resourceful nature and can-do attitude will be the key to your success, helping all of us to minimise errors and ensure 100% accuracy and client satisfaction.

Key responsibilities:
- Monitoring the studio diary and log and tackling challenges
- Pre-production admin and prep
- Tone of voice and copy checking
- Resourcing daily jobs with freelancers
- Meeting and greeting voices, clients & visitors
- File admin & management
- Updating Salesforce CRM
- Pre-delivery checks
- Testing, auditing and checking customer experiences
- Providing audio auditing back-up
- Providing pre-sales, CX project, admin and service support
- Sending client satisfaction online surveys for feedback

What we're looking for:
- A fast learner
- Problem-solving skills
- A calm and positive demeanour for those (rare) occasions it 'hits the fan'
- The ability to do routine and repetitive tasks, fast and accurately
- Flexibility - able to adapt to changes to environment, process, tasks and priorities
- Assertive confidence and tactful diplomacy
- Excellent organisational and multi-tasking skills - able to prioritise, meet and negotiate deadlines
- Accuracy - close attention to detail and excellent proof reading/listening abilities
- Helpful and supportive team player
- Great listening skills well and clear and to the point in written and verbal communications
- Experience of using Microsoft Office, including Excel and Word
- Someone who is tech and IT-savvy - passionate about working with technology and apps
- A graduate with a degree in a relevant subject

Ideally you … :
- Are multi-lingual
- Have previously worked in a communications agency or consultancy
- Have customer service, contact centre and digital know-how
- Have experience using Microsoft Visio and Salesforce CRM
- Have audio editing experience in using studio software packages e.g Pro Tools
- Have video editing skills

How we'll measure your success:
- Accuracy
- Quality
- Client satisfaction
- Positive feedback on ownership, proactivity, communication and problem-solving

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