Operations Administrator

Job Introduction

We have an exciting new full-time, permanent Operations Administrator role in our Operations team!

Purpose: 

With the ability to thrive in a busy environment, this role will provide day-to-day operational and administrative support to our client-facing teams, dealing with client queries by phone and email and providing exceptional service along the way. Working closely with the team to ensure the highest level of process quality and efficiency, whilst making certain we remain fully compliant with legislative and regulatory requirements. 

Role Responsibilities:

• Act as a point of contact for HMRC and Government Gateway, overseeing the completion of all manual processes to ensure consistency, accuracy of data and compliance with the provisions of the General Data Protection Regulations (GDPR).

• Manage administrative tasks and actions to support our clients, to ensure compliance with HMRC requirements to register Crunch as their agent and to support Crunch clients with software set-up.

• Respond to client queries on the phone and by email, ensuring that correct and compliant processes are used at all times.

• Maintain and accurately update client records in the Salesforce Customer Relationship Management (CRM) system and Service Cloud.

• Audit team activities - including the accuracy of Companies House information, overdue tasks, enabled client accounts and missing client information. 

• Administration of post activities - including opening, distributing and securely scanning post and actioning a range of post items in accordance with Crunch processes.

• Be responsible for updating the Hoxton Mix portal with new clients utilising this service. Ensure that leaving clients are updated to keep records accurate.

• Maintain knowledge of client base and systems, ensuring knowledge remains up to date as new features are added.

• Share feedback on any glitches in the systems used as appropriate. 

• Take ownership and act quickly to recover the client perception of the Crunch service if something has gone wrong ensuring that the agreed service recovery guidelines and processes are used and that all cases are logged and tracked to ensure lessons can be learned. 

• Responsible for monitoring and clearing the unassigned and Free client case pools. Ensuring this is completed in a timely manner to help meet SLA’s across Client Services.   

• Assist with managing the eFiling portal to ensure that internal/external formation requests are handled promptly and following Anti-Money Laundering (AML) guidelines.                      

• Support with the management of end to end service for our legacy FreeAgent clients, including any client queries they have via cases and phone calls.       

• Represent the Operations Team where required across the business, for example as a Subject Matter Expert (SME).        

• Actively look for ‘Client Value Opportunities’ to help clients manage their account effectively and generate revenue for Crunch by taking up additional services (e.g. bookkeeping, upgrades).                                             

• Encourage clients to refer/recommend Crunch services to others at every opportunity including asking for positive reviews on selected online review sites.  

• Embrace the usage of the Hibob system, which is being used by Crunch to complete regular 121 and review conversations, and for setting and tracking company and department Objectives and Key Results (OKRs).            

• Support the Operations Team Manager in any other ad-hoc duties as and when required.                                     

The duties listed above are not exhaustive and you may be asked to perform other duties from time to time that are reasonably required by the Company. 

Role Specific Qualifications and Experience:

Essential:

• Previous experience of data entry and general administrative duties is required.

• Basic to intermediate level of proficiency required in Microsoft Office and/or Google application packages, in particular Word/Excel or Google Docs/Sheets.

• Client/customer service experience in a ‘client/customer-facing’ role with regular contact by phone or email.

Desirable:

(Full training will be provided on the following if no previous experience):

• Experience of a Customer Relationship Management (CRM) system such as Salesforce, or similar.

• Telephony system experience.

• Specific usage of Service Cloud or similar case management system/knowledge centres.