Overview
We are seeking a Business Services Administrator to join a regulatory organisation in Dublin 1. This role provides essential administrative and operational support to both internal teams and external stakeholders.
Responsibilities:
· Respond to and resolve phone, email, and online queries from external stakeholders (primarily regulated financial service providers) and internal teams.
· Deliver a prompt and professional service in line with agreed service KPIs and SLAs to ensure a positive stakeholder experience.
· Monitor and adhere to quality assurance protocols and contribute to service reporting.
· Support the development and delivery of training materials and guidance for stakeholders.
· Use contact service insights and performance metrics to identify service improvement opportunities.
· Work with supervisors and team members to implement process improvements.
· Assist with the preparation of management information and reporting.
· Ensure stakeholder queries and service requests are accurately logged, classified, and recorded in internal systems.
· Identify and mitigate operational and reputational risks related to service delivery.
· Ensure compliance with IT service management procedures, including incident, enhancement, and service request management.
· Escalate issues appropriately based on urgency and service impact.
Experience Required:
· Experience in a customer service or administrative support environment is desirable.
· Exposure to the financial services or regulatory sector is advantageous.
· Experience working with data or case management systems for logging and tracking queries is beneficial.
· Excellent communication skills, both written and verbal.
· Strong organisation and time management skills.
· Ability to manage multiple queries simultaneously and work to deadlines.
· Strong attention to detail with the ability to interpret information and prepare concise written responses.
· Ability to work effectively as part of a team.
This position will be fully on-site for a training period before moving to hybrid.
For more information contact Ingrid on 015005922
