Operations Specialist - Back Office & Customer Support

Hodge; Cardiff; On-site; GBP 24,000 - 30,000; Full time

Job summary

Hodge is seeking an Operations Representative to manage back office administration in support of the Operations team. The role focuses on accuracy and timely processing to help deliver good outcomes to customers.

You will contribute to continuous improvements, handle customer queries by email, and support colleagues during busy periods while upholding a positive, empathetic service culture at Hodge.

Qualifications

• Ability to evidence a passion for getting things right first time.
• Ability to work independently as well as part of a team.
• Demonstrable effective communication skills and problem solving skills.
• Proficiency in using Office 365 applications.

Responsibilities

• Complete all allocated administrative work (e.g. Post, operational reconciliations, payments and other ad hoc duties) accurately and within agreed timescales.
• Investigate and respond to customer queries received via email.
• Communicate with customers in a positive tone of voice, ensuring they are treated with kindness, compassion and empathy especially at times when they really need our help.
• Support the customer facing operational teams during busy periods to ensure Hodge delivers for our customers.
• Follow role specific procedures for all tasks to ensure consistently fair outcomes are delivered for our customers.
• Ensure customer accounts and system records are accurately updated as required.
• Identify when you are unable to complete tasks and escape to the relevant team or role at Hodge (e.g. Team Leader).
• Be relentless in looking for new improved ways to do things to help Hodge to continuously improve.
• Look for ways to support other colleagues and play a key role in making all colleagues feel welcome, ensuring Hodge is a great place to work.
• Be proactive in your personal development and relentless in identifying opportunities for continued development.

Skills

Getting things right first time

Independent and team work

Communication and problem solving

Tools

Office 365

Job description

Hodge is seeking an Operations Representative to manage back office administration in support of the Operations team. The role focuses on accuracy and timely processing to help deliver good outcomes to customers.

You will contribute to continuous improvements, handle customer queries by email, and support colleagues during busy periods while upholding a positive, empathetic service culture at Hodge.