About The Role

Primary Responsibilities

The Administrative Assistant will be responsible for providing support in the administrative tasks of the business Line.

Specific Responsibilities

Review and Allocate Inbound Enquiries
Monitor and manage inbound enquiries received through telephones, emails, webforms and chatbot channels.
Review, assess and allocate sales enquiries to the appropriate member of the UK sales team using UK Service capability lists.
Allocate non-sales enquiries to the appropriate business function.
Contact customers to confirm receipt of their enquiry, and gather additional information or clarify enquiry requirements where required.
Maintain Databases and Internal Systems (Salesforce & Service Information)
Maintain accurate UK Service capability lists and the SGS Services database.
Ensure Salesforce records are updated with accurate and complete information throughout the enquiry lifecycle.
Review Salesforce records to maintain data quality, remove duplicate or outdated information, and improve accuracy.
Verify that required documentation and mandatory fields are completed in line with SGS standards.
Monitor Sales Activity and CRM Compliance
Monitor enquiry progression and sales team activity within Salesforce.
Review allocated enquiries to ensure customer communication has been recorded within agreed timescales.
Monitor compliance with internal sales processes, the Sales Incentive Scheme and Responsible Sales & Marketing Policy.
Produce Sales and Performance Reporting
Produce regular reports and performance analysis to support business decision-making, reviewing CRM records and invoice revenue.
Report on enquiry allocation, customer contact activity, response times and overall enquiry performance.
Analyse sales performance data, including customer contact activity, lead management, client meetings, quotations and quote conversion.
Monitor closed-won opportunities to ensure accurate data capture and revenue reporting.
Provide performance feedback and insights to sales teams and management.
Client Qualification and Customer Feedback
Contact customers to acknowledge enquiries.
Obtain additional information to support accurate enquiry allocation.
Gather customer feedback following sales team engagement to support continuous improvement and service quality.
Salesforce System Administration
Support Salesforce licence management and user access requests.

Support colleagues with additional administrative needs as required.
Develops skills and knowledge to progress in your career.
Develops trust by providing timely responses to all inquiries, whether by Teams, email, or phone.
Promotes a positive “Can do!” attitude and a safe working environment.
Be knowledgeable and compliant with SGS procedures and standards.
Takes initiative in all we do and perform other duties as required to further SGS mission of service, quality and growth.
Builds and maintains strong working relationships.
Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
Ensures work area in GBS is kept clean and presentable at all times.
Remains familiar with SGS quality assurance procedures.
Complies to all SGS QHSE and HR policies and procedures
At all times, complies with SGS Code of Integrity and Professional Conduct.

Profile

Bachelor’s degree in administration, data analytics customer service, or experience in a similar role
Advanced proficiency in office tools (Excel, Outlook, PowerPoint, Word).
Advanced proficiency in Windows-based applications.
Good command of the English language (B2+)

Prior experience is preferred:
Previous experience in administrative roles.
Salesforce experience
Data analytics experience (Power BI)

Required Skills

Strong organizational, and attention-to-detail skills.
Ability to work effectively in a team and under pressure.
Proactive approach and problem-solving attitude.
High level of integrity and sense of responsibility.
Effective communication and collaboration skills in remote and multidisciplinary environments.