Central client support administrator

Job title: Central client support administrator
Office location: Manchester
Total reward package: Competitive

Hay Group employees all have something in common – they don’t believe in average, or ‘good enough’. They shake things up, question everything, and push themselves and others. We’re looking for the best people to join our team.

The job for you?

Hay Group is a global consulting firm that works with leaders to transform strategy into reality. We develop talent, organise people to be more effective and motivate them to perform at their best. We work with over 7,000 clients around the world. Our clients are from private, public and not-for-profit sectors, across every major industry and represent diverse business challenges. Our focus is on making change happen and helping people and organizations realise their potential.

This is a key role within Hay Group that has been created to align our business support team to our business strategy by taking a client centric approach.

The Central Support team provides a flexible resource that support consultants with complex administrative tasks as well as assisting the wider business support team to meet client objectives. This role is part of the wider business support team and, therefore, flexibility is required to help and work with other teams as required.

Job purpose

The main objective of this team is to provide a centralised support function providing high level administration, internal and external client project support as well as supporting the proposal process

Main accountabilities

• Process order forms for the delivery of JE training
• Enter roles and JE scores into JEM
• On the request of consultants, raise, send and chase invoices to ensure timely receipt of cash; maintain debtor tracker to ensure clear audit trail
• Type up project related and business development flipcharts and action notes, including notes taken during strategic interviews
• Format letters and other client-facing documents
• Book complex travel and hotels (ie multi person and/or multi destination)
• Manage the distribution, collection and maintenance of voice recorders
• Laminate, print and bind multiple copies of documents and liaise with the external printers for bulk printing requests
• Prepare, resource and finish materials for workshops and other programmes
• Sense check and proof read documents and other outputs to ensure consistency, quality and adherence to Hay Group’s brand guidelines
• Provide administrative support to projects and proposals
• Provide holiday cover to other members of business support
• Act as a first point of contact for consultants during their leave and refer internal and external queries to appropriate individuals on their behalf
• Raise invoices as required by the project manager

Dimensions

Consultants directly responsible for: 0
Financial Responsibility: ensure HayTime is completed weekly
Keep days receivable outstanding under 45 days

Impact and influence

The Central Support administrator works with the wider project and proposal teams to understand client priorities and objectives and effectively support them to achieve those goals.
The Central support administrator takes an active interest.  They understand the importance of building relationships with clients, both internal and external.

Knowledge, skills and experience

• Proficient in Microsoft applications (PowerPoint, Word, and Excel)
• Flexibility
• Effective oral and written communication
• Educated to GCSE level or equivalent and in possession of good grades in English and Maths.
• A relevant qualification may be advantageous
• Good working knowledge of Hay Group, if internal candidate

Key relationships / customers

• Consultants
• Client personnel
• Business Support
• Other colleagues
• Internal support departments (eg KIT, Marketing, Finance, IT, etc.)

Other information

Personal Attributes:

• Analytical thinking:  the ability to think through issues by separating out the parts of the problem or situation and think through issues systematically in order to apply judgement on the basis of evidence and reasoning
• Drive for results: the ability to focus on continually measuring and improving performance.  Shows drive and determination to meet short – and long – term goals
• Initiative: the ability to proactively take action to avoid a problem or explicit opportunity and persist in addressing problems or exploiting opportunities
• Customer service: the ability to identify and meet the needs of internal and external customers in accordance with the company’s desired culture of collaboration, interdependence and communication.  This includes considering the effect of decision on customers
• Attention to detail: the ability to manage, track and attend to multiple pieces of information, bringing order and clarity out of what otherwise might be chaotic
• Understanding others: the ability to take an active interest in other individuals, seek to understand their individual perspectives and concerns and accurately hear and perceive the unspoken or partly expressed thoughts, feelings and concerns of others
• Teamwork: the ability to work cooperatively as part of a team and work collaboratively with peers across organisational boundaries (from other functions or business units)
• Adaptability: the ability to respond to differences and changes in the external situation, the customer or the business environment; taking a flexible approach to reach business outcomes
• Self-confidence: the ability to function independently and with confidence in challenging situations
• Self control (resilience): the ability to maintain performance under hostile or stressful conditions