Customer Service Administrator

Mountain Training UK & Ireland is seeking a dynamic individual to join the Customer Service Team in Capel Curig, North Wales. The role involves providing administrative support to internal and external customers, in a small and busy office in Eryri (Snowdonia)., Reporting to the Customer Service and Operations Manager, you will work as a key member of Mountain Training's Customer Service Team. Providing administrative support to internal and external users, this is a small and busy office team and the role involves working with multiple customers, so a dynamic approach is required.,

• General enquiries; to deal with queries from candidates, providers and the general public via phone and email, and deal with personal callers to the office. Escalate queries or issues to the relevant person where required.


• Assist in the fulfilment of the administration services for our affiliated membership organisations, in accordance with service level agreements. For example, membership queries, course/workshop administration, process memberships and renewals, web and database entry.


• Undertake routine administration tasks within the office. For example, processing applications from candidates and incoming course reports, processing registration letters and certificates as required, administration for meetings, and placing orders for office supplies and resources.


• Assist the Media and IT Development Officer with updates and amends to the website, as well as with day-to-day problem solving of issues experienced with the Candidate Management System (CMS).


• Assist in the fulfilment of membership services to members of the Mountain Training Association. For example, membership checks and audits, organising dates and venues for workshops and assisting with the administration of workshop bookings.


• Provide administrative support to technical officers and other staff in line with agreed service level agreements. For example dealing with issues with course reports, working as part of a team to undertake large mailings, prepare for conferences and workshops.


• Process shop orders as required, including taking payment over the phone.


• Franking and post room support. For example, opening post on a daily basis and distributing to the appropriate people.


• Assist providers, candidates and third parties (usually education authorities) by creating and sending invoices, credit notes and refunds via the CMS system. Adding candidate registrations or enrolments where payment is being made by a third party. Transferring candidates between registration schemes where errors have been identified or as approved by a Technical Officer. Reporting issues or irregularities to a suitable person and Finance Manager.


• Assist other staff with training where necessary, communicate changes and share information regarding the association.


• Attend staff meetings as required.


• Undertake all appropriate training and staff development activity in accordance with the business needs and the planned programme of development for the post.


• Adhere to company policies and procedures at all times.


• Additional duties; this job description is not exhaustive and the role is expected to evolve, therefore you will be required to undertake any other duties and responsibilities as directed by your line manager.
  
  Experience working in a busy office environment and as part of a successful team


• Excellent IT and digital skills, including using MS Outlook, Word and Excel, along with the ability to maintain and develop general office systems.


• Excellent written communication skills, with the ability to compose emails.


• Excellent verbal communication and interpersonal skills, with a proactive and friendly approach that includes the ability to communicate effectively, build rapport with customers and resolve issues.


• Excellent time management skills, with the ability to work to deadlines, multi-task and prioritise work


• A self-motivated individual who is conscientious, reliable, flexible and who displays excellent attention to detail.


Desirable


• Experience of working directly with customers, particularly within a Customer Service Team.


• Experience of using CRM systems.


• Knowledge of outdoor sector and/or Mountain Training.


• Ability to communicate in Welsh.


• Completion of a Mountain Training qualification.
  
  Mountain Training UK & Ireland is the coordinating body for the network of organisations that make up 'Mountain Training' and includes the awarding organisations in England, Scotland, Wales, and the island of Ireland. Our association supports over 9,500 candidates working through our qualifications and beyond assessment. This role will involve servicing all of these organisations as well as the Association of Mountaineering Instructors (AMI), the British Association of International Mountain Leaders (BAIML), and the British Association of Mountain Guides (BMG).


Our office in Capel Curig is situated in the heart of Eryri National Park (Snowdonia). It is a minute's walk from Llynnau Mymbyr and the foot of Carnedd Moel Siabod - this could provide ample opportunities for lunch-time swims, runs, and cycles if those activities interest you. The team maintains a friendly and informal atmosphere, and you can often find staff discussing a variety of past adventures or planning future ones, from cooking to climbing, and dog walking to DIY.