• Responsible for the effective/efficient operation of the designated office, including a range of administrative services to support the effective operation of the team/unit.• Respond to inquiries, and escalate and redirect issues as required, to ensure the provision of accurate information. Provide general advice at a moderately complex level to staff and students on policies and respond to general inquiries from staff members, students, and the public.• Complete routine financial transactions and purchasing services, ensuring compliance with relevant procedures and policies.• Collect and compile information for, and prepare documentation and correspondence in line with quality and organizational requirements, to support information flow and inform decision-making. Provide reports and data as required from the databases.• Update and maintain records and databases for School/Faculty/Directorate, complying with administrative systems and processes, to ensure that all information is accurate, stored in accordance with University record-keeping requirements, and accessible. Ensure any relevant governance requirements are adhered to.• Assist with coordinating and organizing meetings including preparation and distribution of agendas; taking, recording, and distributing minutes and performing follow-up action.• Undertaking travel bookings as required.• Assist in official public activities such as seminars, workshops, and public lectures including identification of appropriate guests, room bookings, catering, and marketing as required• Ensure knowledge of the Rules, Policies, and Procedures of the University (available on the University website) is maintained and abide by them as they are amended, varied, or replaced from time to time.

• Lead and oversee a team of customer support agents across client support activities, ensuring a seamless client experience from inception through to completion.• Maintain records and documentation of client interactions for training purposes to ensure this remains current.• Devise quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement.• Maintain liaisons with various departments across mutual client queries for timely resolution.• Develop and produce surveys to capture client information and feedback to aid in decision-making.• Schedule and participate in marketing campaigns to drive repeat and new business.

• Provide a high level of support and technical assistance to customers across Timberline Bathroom Products, determining needs, and providing advice to suit.• Act as the first point of contact for customer inquiries via automated call distribution software and web inquiries to ensure SLA targets are met.• Interpret and understand the needs of the customer and provide effective and courteous information, and solutions in a timely manner.• Discuss complex issues with customers and facilitate the resolution of issues and complaints through a pragmatic approach.• Accurately record case details and outcomes in Green Button and Zendesk software to ensure this remains current.• Work closely through a collaborative manner with technical drawing and factory staff to investigate reported issues before they become large.• Contribute to the ongoing product development from client engagement, upholding the provision of service and support

• Demonstrate a high level of technical aptitude, offering support to End Users of the simPRO suite of software products.• Provide a point of contact for technical software-related issues via automated call distribution software, chat agents, and web inquiries.• Discuss complex issues with customers and facilitate the resolution of issues and complaints.• Identify and troubleshoot technical issues and problem-solve through functional testing.• Test software application behavior, functionality, and integrity, making relevant changes to boost performance.• Document test results in defect reports and related specification documentation utilizing precedents.• Accurately record case details and outcomes in Salesforce for review by internal departments.• Carry out regression testing whilst working closely with the Tier 2 Support team to troubleshoot and investigate reported issues.