Support Administrator

Contract Type: Full Time, Fixed Term (6 months)
Hours: 37.5 hours per week, Monday to Friday, 9:00 AM – 5:00 PM
Location: Remote (based in the West Midlands) with occasional travel for team meetings within the Midlands.

As a fixed term employee, you will be eligible for benefits such as Employee Assistance Programme, 27.5 days annual leave per annum (plus UK Bank Holidays), full training and equipment provided.

Are you a confident communicator with excellent administrative skills? Do you thrive in a fast-paced, dynamic environment, managing customer queries and applications processing? Are you flexible, empathetic, and dedicated to delivering outstanding customer service? If so, this role is perfect for you.

As a Support Administrator at Fuel Bank Foundation, you will play a pivotal role in ensuring efficient service delivery. You will support the organisation by managing queries, processing applications, and maintaining accurate records. This role is ideal for a proactive and organised individual who thrives in a dynamic environment and is passionate about making a difference.

Key Responsibilities 

Application and Query Management

• Manage and respond to queries received via email or other communication channels, ensuring timely and accurate responses.
• Inbound Enquiries: Respond to emails, or online requests, providing a welcoming and empathetic first point of contact.
• Ask relevant questions to understand the nature of each enquiry—whether a client needs immediate fuel assistance, advice, or referral to another service.
• Process applications for assistance by verifying information and requesting additional details as needed.
• Ensure each application runs smoothly by monitoring progress, updating systems, and following up with relevant stakeholders.
• Case Prioritisation: Quickly identify urgent cases (e.g., no heating supply, extreme vulnerability) and escalate them as needed to senior colleagues or specialized services.

Data Management and Reporting

• Accurately input beneficiary information into the Foundation’s CRM or case-management system, maintaining up-to-date records including excel spreadsheets in line with data protection policies, data integrity and reliability.
• Produce detailed reports for senior team members as required, highlighting trends or issues that require attention.
• Perform regular checks to ensure data consistency and compliance with organisational standards.

Communication and Collaboration

• Liaise with partners, beneficiaries, and other stakeholders to gather information and provide updates on applications.
• Build and maintain professional relationships with key partners through calls and emails.
• Assist in scheduling, task delegation, or administrative tasks when needed.
• Work closely with internal departments to ensure clear and consistent communication, offering additional support where required.

Administrative Support

• Perform general administrative tasks, including electronic filing and maintaining organised records.
• Assist with partner communications, training materials, and updates to ensure a seamless flow of information.
• Support team members with queries, particularly during peak periods or in the absence of a manager.

Problem-Solving and Process Improvement

• Escalate complex or unresolved issues to the appropriate team member or department.
• Identify opportunities to streamline administrative processes and suggest improvements to enhance efficiency and accuracy.