Franchise Support Administrator

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Do you want to be part of a community and grow a career? At Southern Co-op we work hard because we want to do well and the more successful we are the more we can give back to our members and communities - that's the beauty of a co-operative.

We have an exciting opportunity for a Franchise Support Administrator to join our team. In this role you will be providing a comprehensive help desk and administration service for our franchisees, to ensure they are communicated with in a timely, polite, accurate and efficient manner.

KEY ACCOUNTABILITIES

• To process and follow up queries from franchisees in a professional and diligent manner using our customer relationship management software, keeping in touch and communicating progress and solutions and producing regular reports to manage queries and keep franchisees informed.
• To update franchisees with product allocation details, collating responses and liaising with the group Allocations team
• To provide general communication to franchisees, these may include (but are not limited to); Urgent Daily Product and Information, Product Recalls and Information required by Franchise team
• To update records on communication status, collating activities from other members of the team, sharing to intranet where required
• To maintain master databases with changes, adding new stores and records
• To liaise with both Franchise Operations field team and Support Centre departments as required for new store openings and refits
• To Inform Franchise Business Manager and Franchise Operations Manager of any issues that are affecting franchisees
• To design, develop and maintain a weekly bulletin from information sourced

KEY EXPERIENCE, KNOWLEDGE AND SKILLS

• Retail and/or Customer Service experience
• Organised and accurate, with a high attention to detail and ability to work to deadline
• Strong Computer Literacy with good experience of Microsoft Office. Ability to conduct basic analysis of information
• Resilience and tenacity is key, able to drive queries and requests through to conclusion
• Confident and professional manner; in person, by phone and by email
• Ability to influence people to obtain results

If you're passionate about providing an excellent service through administration, and have a background in a fast-paced environment then we would love to hear from you. In return, we will offer a competitive salary and benefits package, as well as the opportunity to develop your skills and grow your career.