Central support assistant

This job is no longer available

Job title: Central support assistant
Office location: London
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 has around 75 delivery consultants in London. The nature of their roles means that they are often away from the office, juggling large numbers of external clients and maintaining good internal relationships with other consultants and relevant teams. The business support team is charged with ensuring those consultants are given appropriate, competent, high quality administrative support to ensure that they can continue to make a significant impact on the business.

As a central support assistant your main accountabilities will include supporting the project manager around the life cycle of an assigned project, Identify risks and opportunities in the projects, maintain and update appropriate databases , support the proposal lead in all aspects of proposal writing and production, sense check and proof read all proposals before they are submitted to an appropriate consultant, make sure all proposals are produced to the highest quality; taking advice from the Creative and Design Executive when necessary, Process order forms for the delivery of JE training, on the request of consultants, raise, send and chase invoices to ensure timely receipt of cash, format letters and other client-facing documents.

You will have previous administrative experioence, with excellent attention to detail and organisation skills. You will have the ability to take initiative and be proactive in your work and will be a clear and confident communicator with a professional approach. You will have a general understanding of Customer Relationship Management principles and be proficient in Microsoft applications (PowerPoint, Word, and Excel)

Job purpose

To provide a centralised support function providing high level administration, internal and external client project support as well as supporting the proposal process

Project Support

  • Support the project manager around the life cycle of an assigned project (both internal and external) in respect of scoping the project; co-ordinating project team objectives in line with Hay Group’s project management governance standards for projects under the value of £100,000
  • Identify risks and opportunities in the projects and escalate these to the project manager
  • Liaise with the project manager and resourcing manager to make sure the project is appropriately resourced
  • If required, organise and attend project meetings and capture actions
  • Support the project manager to ensure the project is compliant with Hay Group standards, client contracts are signed.  Maintain version control of products (reports, materials etc) and that key documentation is accessible and filed appropriately
  • Maintain and update appropriate databases (eg k-drive, global gateway) with all relevant information
  • Carry out project related general administration including arranging multiple or complex travel requests, formatting documents, typing up flipcharts and preparing project materials
  • Support the logistics for projects, workshops and events
  • Work with consultants to ensure they are entering expenses in a timely manner to support the invoicing process
  • Raise invoices and follow up on payment, maintain the debtor tracker
  • Escalate any payment issues with the project manager for follow up with the client

Proposal Support

  • Support the proposal lead in all aspects of proposal writing and production for proposals under the value of £100,000
  • Sense check and proof read all proposals before they are submitted to an appropriate consultant to be quality assured before submission.  Ensure all documentation meets client design requirements and Hay Group standards of presentation
  • Make sure all proposals are produced to the highest quality; taking advice from the Creative and Design Executive when necessary
  • Co-ordinate the completion of ITTs and pre-qualification questionnaire, completing standard information and carry out basic research to collect relevant information relating to them.  Ensure that ITT meets the specific criteria (standard information)
  • Ensure proposal lead maintains STAR to and the proposal database is up to date to enable others to access relevant proposals
  • Liaise with KIT around the uploading of final documents to client sites, where relevant.  Upload finished proposals to the proposal library and global gateway

Central Support

  • Process order forms for the delivery of JE training
  • On the request of consultants, raise, send and chase invoices to ensure timely receipt of cash; maintain debtor tracker to ensure clear audit trail
  • Format letters and other client-facing documents
  • Book complex travel and hotels (ie multi person and/or multi destination)
  • 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


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 Assistant is expected to support the project and proposal teams; working with them to understand client priorities and objectives and effectively support the business to achieve those goals.
The Central Support Assistant takes an active interest; they contribute by attending meetings, sharing knowledge and being a key point of contact.  They understand the importance of building relationships with clients, both internal and external.

Knowledge, skills and experience

  • Administrative experience with a track record of sustained success in a client focused services environment
  • Proficient in Microsoft applications (PowerPoint, Word, and Excel) to be able to manipulate data and produce reports
  • Effective oral and written communication
  • Flexibility
  • General understanding of Customer Relationship Management principles
  • 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.)

Personal Attributes:

  • Information seeking: the ability to demonstrate a desire to know more and seek information to inform decisions
  • 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
  • Impact and influence: the ability to use a variety of methods to get buy-in or attain required results based on understanding the people to be influenced.  Adapting influence approaches or methods based on understanding what is most important or effective for individuals or groups
  • 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)
  • Leveraging networks: the ability to recognise and use networks of relationships to get things done.  Builds, maintains and use respectful, professional, reciprocal and positive relationships with networks of people outside one’s immediate function/business unit
  • 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. Having the confidence to push back and manage expectations where needed
  • Self-control (resilience): the ability to maintain performance under hostile or stressful conditions

Job information

Firm: Hay Group

Location: London