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Senior Administrator

  • Location:

    Seacroft, West Yorkshire

  • Sector:

    Admin & Secretarial

  • Job type:


  • Contact:

    Leeds CL

  • Contact email:

  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


Job Description

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.

    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!


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