Support Administrator

Support Administrator – Fuel Bank Foundation

Contract Type: Full Time, Fixed Term (12 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.

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.

At Fuel Bank Foundation, we are the UK’s leading charity for fuel poverty, committed to tackling the challenges of fuel crisis support. Through our innovative network of community partnerships, we provide emergency financial assistance and practical solutions for individuals unable to pre-pay for their energy.

As a Support Administrator, you will be instrumental in ensuring the seamless operation of our charity network activities. You’ll work closely with internal teams and community-based partners to deliver high-quality administrative support, maintain accurate data, and drive improvements in service delivery.

Key Responsibilities:

• Inbox Management: Manage and respond to daily queries received in inboxes with a focus on efficient communication.
• Data Integrity: Request and gather additional information from partners and applicants, updating in-house CRM systems and Excel spreadsheets to maintain accurate, reliable records.
• Escalation: Proactively escalate unresolved queries to the appropriate team members.
• Document Management: File electronic documentation accurately and maintain a central registry of Network Members to ensure compliance with regulatory standards.
• Partner Coordination: Act as the first point of contact for Network Partners, addressing inquiries and providing support.
• Audit Compliance: Monitor and track partner activities, ensuring adherence to internal audit processes.
• Training Preparation: Assist in preparing and dispatching training resources for partners and help organize partner training sessions.
• Data Analysis: Collect and analyse data to identify areas for improvement in network operations and contribute to process enhancement initiatives.
• Process Improvement: Recommend and implement solutions to streamline administrative processes and improve efficiency.

 What We’re Looking For:

• Administrative Expertise: Strong background in administration with experience managing records, reports, and correspondence.
• Communication Skills: Excellent verbal and written skills, with the ability to adapt communication styles for diverse audiences.
• Technical Proficiency: Proficient in Microsoft Office Suite, particularly Excel and Outlook.
• Organisational Abilities: Exceptional attention to detail and time management skills to manage workload effectively.
• Problem Solving: A proactive problem solver with strong decision-making capabilities.
• Teamwork: Collaborative mindset with the ability to work independently and as part of a high-performing team.
• Adaptability: Flexibility to adapt to changing priorities and support partner communications.

 Desirable Skills:

• Knowledge of the energy sector, fuel poverty challenges, or experience in the charity sector is advantageous but not essential.

 What You’ll Receive in Return:

• Team Support: Join a supportive and collaborative team committed to your success.
• Enhanced Annual Leave: 27.5 days annual leave plus bank holidays, with the option to buy or sell additional days.
• Flexible Working: Enjoy a flexible schedule that supports a healthy work-life balance.
• Comprehensive Benefits:
  • Enhanced pension contributions.
  • Private healthcare and access to an Employee Assistance Programme.
• Training and Development: Benefit from a comprehensive onboarding programme and ongoing professional development opportunities.
• Equal Opportunities Employer: We are committed to fostering an inclusive and diverse workplace.