Business Administration Level 3 Apprenticeship
Service Sport are looking to recruit an apprentice to support different parts of the organisation and interact with internal or external customers.
- Job Description
The role may involve working independently or as part of a team and will involve developing, implementing, maintaining and improving administrative services. Business administrators develop key skills and behaviours to support their own progression towards management responsibilities.
The responsibilities of the role are to support and engage with different parts of the organisation and interact with internal or external customers. With a focus on adding value, the role of business administrator contributes to the efficiency of an organisation, through support of functional areas, working across teams and resolving issues as requested. The flexibility and responsiveness required allows the apprentice to develop a wide range of skills.
The business administrator is expected to deliver their responsibilities efficiently and with integrity – showing a positive attitude. The role involves demonstrating strong communication skills (both written and verbal) and adopting a proactive approach to developing skills. The business administrator is also expected to show initiative, managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others.
A key role that is designed to provide a level of service and care for our existing customers. The role involves speaking with customers daily via telephone, email and online chat. By developing rapport with our customers we are able to underpin a profitable relationship with the customer base that we have. The daily tasks for this role include dealing with customer requirements such as logging jobs, awaiting parts updates, parts orders and complaints. The job role requires a pro-active approach to daily tasks utilizing the management system by running daily reports and being able to pin point any jobs that are not flowing through the system correctly. This can be recognized by job statuses and due dates.
Excellent communication skills are a must as it is important to build a relationship with the customer and know their requirements. It is also important that the person is able to work in a fast paced environment due to the 48 hour SLA we offer to many of our customers. This means that we have 48 hours to complete a job from it being logged on the management system. Knowledge of makes/models of gym equipment can be picked up throughout the role.
Service Order List – checking statuses, due dates, awaiting parts (includes updating customers with information received) – 10%
Answering telephone enquiries – 10%
Action email enquiries in line with company target timelines – 10%
Logging jobs in line with company target timelines – 55%
Closing off jobs for invoicing in line with company target timelines – 10%
Send Update to account manager & sales manager with any pinch points that need raising – 10%
All responsibilities require proactive and reactive actions daily. The above time allocation breakdown is open for review. Regular, defined task such as reviewing awaiting parts should be allocated a regular time in the day to complete. The day plan should be defined alongside the sales and service delivery manager and sales director.
This role involves working with the Key Account team, Engineer team and Procurement to keep customers up to date with any work in progress. Each day a report from the administrator should be assessed and any jobs that are not flowing through the system within the given SLA time are to be raised with the Account Manager and further action taken.
No specific qualifications are required, however it is essential that the person should have good written and verbal skills. They should also be good with computers and be able to use the management system.
Experience & Skills
This person should possess excellent attention to detail and be able to manage a busy workload which can change quickly through the day. Strong time management is required to ensure that all tasks – reactive and proactive can be fit in to the working day. Good interpersonal skills to ensure relationships with customers and colleagues can be built quickly so to give confidence to others.
IT – Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Record and document production – Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others’ work. Maintains records and files, handles confidential information in compliance with the organisation’s procedures. Coaches others in the processes required to complete these tasks.
Decision Making – Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Interpersonal Skills – Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Communications – Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Quality – Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies them self to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Planning and Organisation – Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Project Management – Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
The Organisation – Understands organisational purpose, activities, aims, values, vision for the future, resources and the way that the political/economic environment affects the organisation.
Value of their skills – Knows organisational structure and demonstrates understanding of how their work benefits the organisation. Knows how they fit within their team and recognises how their skills can help them to progress their career.
Stakeholders – Has a practical knowledge of managing stakeholders and their differing relationships to an organisation. This includes internal and external customers, clients and/or suppliers. Liaises with internal/external customers, suppliers or stakeholders from inside or outside the UK. Engages and fosters relationships with suppliers and partner organisations.
Relevant Regulation – Understands laws and regulations that apply to their role including data protection, health & safety, compliance etc. Supports the company in applying the regulations.
Policies – Understands the organisation’s internal policies and key business policies relating to sector.
Business Fundamentals – Understands the applicability of business principles such as managing change, business finances and project management.
Processes – Understands the organisation’s processes, e.g. making payments or processing customer data. Is able to review processes autonomously and make suggestions for improvements. Applying a solutions-based approach to improve business processes and helping define procedures. Understands how to administer billing, process invoices and purchase orders.
External Environment Factors – Understands relevant external factors e.g. market forces, policy & regulatory changes, supply chain etc. and the wider business impact). Where necessary understands the international/global market in which the employing organisation is placed.
Professionalism – Behaves in a professional way. This includes: personal presentation, respect, respecting and encouraging diversity to cater for wider audiences, punctuality and attitude to colleagues, customers and key stakeholders. Adheres to the organisation’s code of conduct for professional use of social media. Acts as a role model, contributing to team cohesion and productivity – representing the positive aspects of team culture and respectfully challenging inappropriate prevailing cultures.
Managing Performance – Takes responsibility for their own work, accepts feedback in a positive way, uses initiative and shows resilience. Also takes responsibility for their own development, knows when to ask questions to complete a task and informs their line manager when a task is complete. Performs thorough self-assessments of their work and complies with the organisation’s procedures.
Adaptability – Is able to accept and deal with changing priorities related to both their own work and to the organisation.
Responsibility – Demonstrates taking responsibility for team performance and quality of projects delivered. Takes a clear interest in seeing that projects are successfully completed and customer requests handled appropriately. Takes initiative to develop own and others’ skills and behaviours.
- Personal Qualities
Professionalism, Integrity, reliability and motivation, Adaptability, Responsibility, Proactivity
- Qualifications Required
5 x GCSE A*-D /Grade 9-3 which must include GCSE English at Grade A*-C /Grade 9-4 and Maths at Grade A*-D /Grade 9-3 or equivalent.
- Future Prospects
Progression to fit role – admin, sales or similar.