Mindful Monsters administrator person specification

Job title: Mindful Monsters administrator

Reports to: Helpline manager

Department: Customer strategy and experience

Team: Delivery

Location: Leeds 

Salary: £21,000 per year

Direct reports: None

Budget/Resource responsibility: None

Job description

Qualification, knowledge and experience

Essential

  • At least two years’ experience working in a customer focused environment, preferably over the phone and email.

Desirable

  • Experience of using customer databases such as Stripe, Raisers Edge and Dynamics.
  • Lived experience of disability.
  • Demonstrable understanding of the social model of disability.

Skills and competencies 

Essential

  • Excellent customer service skills.
  • Ability to organise workload, prioritise effectively and use own initiative.
  • Ability to problem solve customer queries.
  • Ability to retain customers wanting to cancel subscriptions.
  • Ability to communicate with a wide range of customers with an understanding of different needs and ability to respond to these.
  • Effective interpersonal skills and a positive and collaborative approach to work.
  • Ability to be flexible, respond positively to change, and work effectively under pressure and deal with conflicting priorities.
  • Excellent written and verbal communication skills in order to be able to communicate with stakeholders in a clear, meaningful and effective way.
  • Ability to work as part of high performing team in a busy, at times pressurised environment.
  • Excellent written English, spelling and grammar.
  • Demonstrable understanding of computer systems, especially Microsoft applications.

Desirable

  • Knowledge of social media applications.
  • Ability to identify improvements and solutions, and to communicate these effectively.
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