Role Purpose:

The purpose of this role is to work closely with the Concierge Management and Administration Team Leader. The role holder will work in a small team to provide senior team members reporting on daily tasks and KPI’s. 

Reports to: 

Concierge – Administration Team Leader

Key interfaces:

The role holder will interact with multiple parties across the company including Fortnum’s Management Group, and other business leaders. In addition to supplying administrative reports, you will need to be confident liaising with team members on timely matters.

Key Accountabilities

*       Provide reporting on department KPI’s, trends and issues whilst also offering analytical review of the data.

*       Become super user for all system processes.

*       Maintain and allocate Zendesk emails, whilst ensuring SLA’s are met.

*       Organise and monitor new user set up and on-boarding.

*       Lead on training for seasonal team members.

*       Drive your own personal development, advising of necessary additional training you require.

*       Good product knowledge and brand awareness

Key Performance Indicators:

*       Accuracy of delivered reports.

*       Timely completion of deadlines.

*       Training attendance completion reports.

*       Seek ongoing feedback from line manager, peers, and team.

People:

*       Work closely with Management and team leader on reporting of productivity and performance.

*       Build professional lasting relationships at all levels.

*       Collaborate flexibly as part of a team.

*       Communicate in a confident and friendly manner.

*       Effectively build rapport to get the best solution and deliver results.

*       Choose the best method of communication when escalating issues or requesting support.

*       Consistently influence peers and build upward relationships across the business.

Role Specific Criteria (Experience/Behaviours/Technical Ability)

We expect the successful candidate to have the following skills and experience: 

*       Excellent Microsoft office skills, specifically Microsoft Excel.  

*       Knowledge of tools and systems used within a Sales and Customer Service departments would be a bonus. Specifically, Zendesk and Microsoft D365

*       Strong communication skills, reliable and an excellent multitasker.

*       A quick learner that thrives in a busy setting  

*       Analytical mind set and ability to manipulate data.

*       This is a hybrid role so the ability to work independently is essential.

*       Flexibility in work hours and shifts. The department is open Monday-Friday 9am-6pm. During the busy period there may be additional hours required to ensure workload is completed.