Administrator

Job title: Franchise Administrator – Maternity Cover

Job Purpose Summary

To support with the various Stagecoach and Drama Kids operational and internal processes, provide administrative support to customers, internal teams and franchisees, supporting all stakeholders at a global, national and local level, and deliver high standards of customer service at all times.

Key Responsibility & Accountability

• Being the initial point of contact for phone calls from the Franchise network and the general public, answering queries and signposting callers to the correct school or department.
• Acting as a triage for both internal and external enquiries for Stagecoach and Drama Kids and ensuring any calls that require escalation are redirected to the correct department/individual in an efficient and timely manner.
• Managing the Customer Support email inbox, efficiently handling enquiries within the required SLA.
• Being the first point of contact for all complaints, managing the process in line with our Complaints Procedure and aiming to resolve all complaints in a timely manner by providing excellent service without being escalated unless required.
• Providing franchisees with front-line IT support, specifically with Gmail and CRM systems (STARS, MiStage, MiStudio), and to support new franchisees with the IT onboarding process.
• Preparing and emailing all required information to franchisees on the day of their completion of sale.
• Assisting the Compliance Co-Ordinator and Franchisee Development Team with administrative tasks.
• Managing the new school and workshop application process by raising invoice requests and paperwork where required and updating any relevant spreadsheets with the required information.
• Liaising with Franchise Business Consultants regarding Principal Absence and Manager training, sending out relevant certificates via our training platform and updating any relevant spreadsheets with the required information.
• Producing training certificates and identification cards for delegates where required.
• Maintaining up-to-date details for all Stagecoach Managers and Principal Absence cover in the franchise network.
• Compile a weekly report for the Customer Support function to deliver on the weekly team call.
• Visit at least one Stagecoach and/or Drama Kids school/workshop/academy annually if required.