Customer Support Administrator

Job Title: Customer Support Administrator

Location: Head Office –Crowthorne, RG45 6LS

Reports To: Office Manager

Salary: £25,350 per annum (£13.00 per hour)

Hours of Work: 37.5 hours per week Monday to Friday, 8:00am – 4:00pm (30 minute unpaid break) This is a full-time, year-round position.

Job Purpose

The Customer Support Administrator plays a key role in supporting parents, schools, pupils, and staff across our wraparound care, after-school clubs, holiday camps, and other activity programmes. The role is focused on delivering excellent customer service, managing bookings and admissions, supporting school compliance requirements, and ensuring accurate administration across the business. The successful candidate will be highly organised, customer-focused, and able to manage multiple priorities in a fast-paced environment.

Key Responsibilities

Customer Service & Communication

• Answer telephone calls and respond to email enquiries from parents, schools, and prospective customers in a professional and timely manner.

• Provide information regarding after-school clubs, wraparound care, holiday camps and other services.

• Build positive relationships with parents, schools, and colleagues.

• Resolve customer queries and escalate issues where appropriate.

Parent Bookings & Admissions

• Manage all parent bookings and maintain accurate records.

• Process new bookings, amendments, cancellations, and account updates.

• Oversee the admission process for new pupils attending our programmes.

• Ensure all registration forms, medical information, consent forms, and specific information forms are completed and stored accurately.

• Maintain confidential pupil and family records in line with company policies and GDPR requirements.

Credit Control

• Monitor customer accounts and identify outstanding balances.

• Contact parents regarding overdue payments and outstanding fees.

• Maintain accurate records of communications relating to customer accounts.

• Support the business in reducing aged debt and ensuring timely payment of fees.

School Compliance & Communication

• Notify schools of cover coaches and staffing changes when required as instructed by management team.

• Send DBS certificates and supporting documentation to schools.

• Communicate late bookings and operational updates to school contacts.

• Ensure compliance records are maintained accurately and efficiently.

Administration & Record Keeping

• Maintain organised filing systems and accurate business records.

• Record and file:

           o Risk Assessments

           o Accident Forms

           o Incident Forms

           o Compliance Documentation

           o Parent and Pupil Records

• Ensure all documentation is stored securely and in accordance with data protection requirements.

General Duties

• Provide administrative support to the wider management and operations team.

• Assist with business projects and operational initiatives.

• Undertake ad hoc tasks and responsibilities as required to support the needs of the business.

• Contribute to the continuous improvement of customer service and administrative processes.

Person Specification

Essential Skills & Experience

• Previous experience in a customer service, administration, or office-based role.

• Excellent verbal and written communication skills.

• Strong organisational skills and attention to detail.

• Ability to manage multiple tasks and prioritise workloads effectively.

• Competent user of Microsoft Office and online systems.

• Professional, friendly, and customer-focused approach.

Desirable Skills & Experience

• Experience managing customer bookings and databases.

• Understanding of safeguarding and compliance requirements within children's services.

Personal Attributes

• Friendly and approachable.

• Reliable and trustworthy.

• Positive and proactive attitude.

• Strong problem-solving skills.

• Ability to work independently and as part of a team.

• Able to always maintain confidentiality and professionalism.

What We Offer

• Competitive salary of £25,350 per annum.

• 28 days annual leave entitlement (inclusive of bank holidays)

• Full-time, permanent employment.

• Supportive and friendly working environment.

• Free childcare during school holidays.

• Opportunities for training and professional development.

• The chance to play a key role in supporting children, families, and schools through high-quality services