Job Description

Role Purpose

The Customer Support & Administration Coordinator is the first point of contact for parents and partners across the Pro Elite network.

You will manage inbound enquiries, support with payment chasing, assist franchise merchandise orders, and provide essential administrative support to the HQ team.

Your role ensures smooth weekly operations and a consistently high-quality experience for all families and franchise partners.

Customer Support & Front-of-House

- Manage all inbound email enquiries from parents, schools and partners.

- Answer the Pro Elite phone line during working hours and handle general enquiries.

- Provide clear, friendly and professional communication at all times.

- Resolve queries efficiently or escalate to the relevant team member when needed.

- Maintain a positive, service-focused tone across all communication.

Payment Chasing & System Support

- Assist with overdue payment follow-ups when instructed by finance or operations.

- Process payments only when authorised by the relevant team member.

- Maintain accuracy across our CRM systems

- Keep customer records updated and accurate across all systems.

- Flag unusual account activity to the finance team.

Franchise Support

- Assist franchisees with merchandise orders, stock checks and dispatch support.

- Act as the first point of contact for franchise merchandise-related queries.

- Help maintain an organised merchandise tracking system.

General HQ Administration

- Support the HQ team with day-to-day admin tasks: data entry, scheduling, record keeping.

- Manage shared inboxes and forward messages to the correct team members.

- Prepare documents, internal notes and simple reports when required.

- Maintain organised digital files and ensure internal systems remain clean and accurate.

- Assist with small operational tasks needed for weekly delivery across the network.

Skills & Competencies

- Excellent communication and customer service skills.

- Organised, reliable and detail-oriented.

- Confident using digital systems and admin tools.

- Professional phone manner and strong written communication.

- Positive, helpful attitude and ability to work independently.

Expectations

- Be punctual and consistent with working hours (10am-2pm, Monday-Friday).

- Maintain a warm and helpful front-of-house presence.

- Keep internal systems accurate and tidy.

- Represent the Pro Elite brand with professionalism at all times.

Job Type: Part-time

Pay: 13,500.00 per year

Expected hours: 20 per week

Benefits:

Free parking On-site parking Work from home
Ability to commute/relocate:

Enfield EN2 7HW: reliably commute or plan to relocate before starting work (required)
Experience:

Receptionist: 1 year (required)
Work Location: Hybrid remote in Enfield EN2 7HW