Franchise Support Administrator

Franchise Support Administrator, Houghton Le Spring, County Durham, DH4 5RA About UsFounded in 2003 we've grown to become the largest Domestic Appliance Repair Support Services provider in the UK. Our services include appliance repairs in and out of guarantee, warranty products, spares warehousing and product replacement. Pacifica Appliance Services has become one of the largest professional Appliance Repair companies in the UK. Job SummaryWe are seeking a highly organised and detail-oriented Administrative Support professional to join our Franchise Operational Team. The successful candidate will play a crucial role in ensuring the smooth and efficient operation of our Franchisees administrative functions. You will provide telephone and admin support to our Franchisee’s businesses along with supporting the Pacifica Franchisor Management team. This position requires excellent communication skills, proficiency in Microsoft office applications, and the ability to multitask in a fast-paced environment.Key ResponsibilitiesManage our Franchisees incoming calls from their customers and clients converting enquiries into jobs and promoting our Franchisee Providing customer support related to the Franchisees appliance repairsAbility to handle multiple platforms such as trade accounts, web directories, client portals and incoming calls simultaneouslyManage the daily work diaries of our Franchisees, ensuring efficient job scheduling and service delivery.Monitor job progress and update schedules as needed. Coordinate with Franchisees to ensure they have the necessary information required for the repairs.Ensure Franchisee client portals, websites, trade platform enquiries are actioned and any in day queries are cleared hourly. Ability to handle escalations from customers and feed back to Franchisee ownersMaintain and update customer records and service logs in the company's database.         (Complete Service) Assist in the preparation of reports, presentations, and other documentation as required.Perform general office duties such as data entry.Assist with special projects and other tasks as assigned by the management team. Qualifications·        Experience:Previous experience in an administrative support role, preferably in a service-based business.Experience in the appliance repair industry or a similar field is a plus but not a requirement Skills:Strong organisational and multitasking abilities.Excellent verbal and written communication skills.Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with scheduling softwareAbility to work independently and as part of a team.Strong attention to detail and accuracy.Personal Attributes:Professional demeanour and positive attitude.Customer-focused with a commitment to providing excellent service.Flexible and adaptable to changing priorities and tasks.Working Hours Monday to Friday   9am – 5pm (37.50 hrs. per week) Occasional need to work outside regular hours for special projects or peak times.Company BenefitsAbility to work remotely Free onsite parkingPension 30 days annual leave including 8 Bank HolidaysEntry into Monthly Cash prize DrawDeath in service benefit at 3x salary  • Company online retailer saving portal • Complimentary MAP – (Multi Appliance Protection) for your own home appliances.