Operations Administration Coordinator

About Crunch:

Crunch is a multi-award winning Software as a Service (SaaS) company born in the heart of Brighton with a brilliant team of 130, and over 40,000 users of our software. Together, we single-handedly pioneered a complete online accounting solution to empower self-employed contractors, freelancers and micro-businesses in the UK, helping them to grow their business and create the lives they want as part of a powerful community.

We have a varied and brand new, permanent Operations Administrator Coordinator role in our Operations team!

This role is a hybrid role, so there will be a regular requirement for office working at our Knoll Business Centre co-working space location for 3 days per week. Office working for the full week, or remote working from home for the other 2 days per week is possible if you would prefer this.

Due to the regular requirement for office working, living within a reasonable travelling distance of Brighton & Hove is recommended.

About the role:

With the ability to thrive in a busy environment, this role will coordinate day-to-day operational and administrative support to our client-facing teams, dealing with the management of client queries handled by the Operations Administrators and ensure the team is providing exceptional service along the way.

The role will work closely with the team to ensure the highest level of quality and efficiency, whilst making certain we remain fully compliant with legislative and regulatory requirements.

Role responsibilities:

• Act as a main 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).
• Oversee the coordination of all administrative tasks and actions completed by the team, to ensure compliance with HMRC requirements.
• Support the team with client queries on the phone and by email, ensuring that correct and compliant processes are used at all times.
• Maintain and monitor the update of client records in the Salesforce Customer Relationship Management (CRM) system and Service Cloud.
• Review and manage the completion of team activities, including the accuracy of Companies House information, overdue tasks, enabled client accounts and missing client information.
• Manage the completion of ID checks for new and existing clients, ensuring that AML guidelines are followed and records updated correctly.
• Review and update the filed cheques spreadsheet.
• Coordinate the administration of post activities and regularly support the team with post management, especially during holiday periods.
• Be responsible for maintaining the accuracy of the Hoxton Mix portal. Complete regular checks of the system 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.
• Support the Operations Administrators to take ownership and act quickly if something has gone wrong, ensuring that the agreed service recovery guidelines and processes are used.
• Ensure cases are logged and tracked to resolution and ensure lessons can be learned. Be a point of escalation in the event the issue cannot be resolved.
• Responsible for the monitoring and coordination of the unassigned and Free client case pools. Ensuring this is completed in a timely manner to help meet SLA’s across Client Services.
• Manage the eFiling portal to ensure that internal/external formation requests are handled promptly within the Team and following Anti-Money Laundering (AML) guidelines.
• Oversee the management of end to end service for our legacy FreeAgent clients, including managing and supporting the Administration Team with any client queries they have via cases and phone calls.
• Represent the team where required across the business, for example as a Subject Matter Expert (SME).
• Identify efficiencies that could be gained from process reviews, and embrace the usage of Artificial Intelligence (AI) to save time for the team.
• Help to drive ‘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 appropriate opportunity, including asking for positive reviews on selected online review sites.
• Identify learning and development needs for the team in conjunction with Operational Trainers and the People Team.
• Set objectives and targets for direct reports in your team, measuring progress and embrace the optimisation of the Hibob system for setting and tracking company and department goals, conducting reviews and 121’s.
• Support the Operations Team Manager in any other ad-hoc duties as and when required.

About your skills and experience:

Essential:

• Can demonstrate the ability to coach others on their performance or day to day activities.
• Previous experience of data entry and general administrative duties is required.
• Intermediate to advanced 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:

• Previous team management or coordination experience.
• Experience of a Customer Relationship Management (CRM) system such as Salesforce.
• Telephony system experience.
• Specific usage of Service Cloud or similar case management system/knowledge centres.

What you’ll get in return:

We’re very proud of our collaborative and inclusive working environment - you’ll be working as part of a fun and vibrant team, with a whole host of fantastic company benefits!

These include:

• A competitive basic salary depending on experience of £28,000 to £32,000 per annum.
• 33 days holiday a year (including bank holidays) - plus an extra half day off on your birthday.
• Long service gift awards plus extra holidays for 5 and 10 years’ service.
• Workplace pension scheme with Scottish Widows after qualifying service period.
• Private Medical Insurance with Bupa after qualifying service period.
• Life assurance (4 x salary) with Met Life after qualifying service period.
• Employee Assistance Programme (EAP).
• Enhanced pay for parental and family leave.
• Shopping and insurance discounts with Crunch Perks via Boostworks.
• Employee 'refer a friend' scheme (clients and candidates for jobs at Crunch).
• Company funded social events.

Other information:

• This role is open to applicants with the right to live and work in the UK.
• Please note that we’re unable to offer sponsorship to overseas candidates.
• The usual working hours are Monday - Friday, 09:00 - 17:30.
• You need to be able to work from home on remote working days in a comfortable, private environment, with a solid internet connection (a minimum of 10-12 Mbps upload speed) and a suitable desk and chair.
• We'll provide you with all the IT equipment you need to get set up before you start with us - so there's no need to supply your own.
• You would visit our offices in the Brighton & Hove area before your first day to collect your IT equipment.

We’re open to discussing flexible working and would welcome applications for this role on both a part time (minimum of 30 hours over 4 days a week) and full time basis.

If an applicant discloses any disability or learning difficulty, we will endeavour to provide reasonable accommodation to participate in the interview(s), which are usually carried out remotely on video calls. If you consider yourself to have a disability or learning difficulty and would like to discuss additional support available, please let us know.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.

We believe that the key to our success is our people, we value the contributions and experiences of all who make up our community. Supported by our company policies and procedures, we will take every possible step to ensure that no person will suffer direct or indirect discrimination on the grounds of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, age, neurodiversity or disability status.

Crunch reserves the right to perform pre-employment checks using a designated third party partner on all successful applicants for roles at Crunch, (including but not limited to): Right to Work in the UK verification, DBS check, address check, employment references and UK credit checks. Candidates will be informed of the requirement for these by Crunch in advance of these being completed.

No recruitment companies or agencies please as we’re unable to accept unsolicited CVs for our vacancies.

Job Types: Full-time, Permanent

Pay: £28,000.00-£32,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday
• No weekends

Application question(s):

• Do you have previous experience of data entry and administrative duties?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Sussex, BN3 7GS

Application deadline: 04/09/2024

Like what you see? Please get in touch! You can apply by sending your CV and a cover letter telling us a bit more about yourself to careers@crunch.co.uk

By submitting your CV for a role at Crunch, you confirm that you can provide proof of eligibility to work in the UK, and that you have read and agree to the provisions of our Recruitment Privacy Policy.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.