Administration Executive

Summary of The Role The Administration Executive plays a key role in supporting the delivery of assessment services by ensuring a seamless and well-coordinated client journey. This position is responsible for managing client communications, coordinating assessment schedules, and maintaining accurate administrative processes across the service. The role requires strong organisational skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment. Working closely with clients, clinical professionals, and internal stakeholders, the Administration Executive ensures a high standard of customer service, efficient coordination, and effective resolution of queries. Operating with a high level of ownership, the role requires a proactive approach, strong communication skills, and a commitment to delivering a supportive and high-quality client experience. Role Responsibilities

• Acting as the first point of contact for client enquiries via phone and email, ensuring a professional, empathetic, and supportive approach.
• Providing clear and detailed information on the assessment process, addressing client queries effectively.
• Following up on enquiries in a timely manner to ensure clients remain informed and supported.
• Coordinating and scheduling assessment appointments between clients and clinical associates.
• Liaising with clinical teams, associates, and internal stakeholders to ensure smooth service delivery.
• Managing and maintaining accurate client records across internal systems.
• Navigating IT systems efficiently to support administrative and operational processes.
• Booking and coordinating logistics, including Hub rooms and assessment resources.
• Coordinating and distributing assessment kits to clients as required.
• Handling queries from associates and resolving issues promptly and professionally.
• Identifying and escalating potential risks that may impact the client journey.
• Supporting continuous improvement of processes to enhance service delivery.
• Building strong working relationships across teams to ensure a cohesive and efficient service.
• Assisting with general administrative duties to support the wider team.

Essential Skills, Knowledge & Experience

• Previous experience in an administration, coordination, or customer-facing role.
• Strong organisational skills with the ability to manage multiple tasks and priorities.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy.
• Strong customer service skills with the ability to handle sensitive situations with empathy.
• Experience working with multiple stakeholders and managing relationships.
• Proficient in IT systems and comfortable managing data and schedules.
• Ability to work independently and take ownership of responsibilities.

 Personal Attributes 

• Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team.
• Data driven, highly organized, and detailed oriented.
• Able to deliver as efficiently as possible without compromising quality or the customer experience.
• First class communicator with an ability to engage sales teams, operational teams and customer stakeholders up to a senior level with confidence.
• Efficient in approach, developing optimized and simple working methods and processes with a keen eye for detail.
• Continually improving, caring about quality, and delivering customer value.

Work Environment 

• General Work Hours: Hybrid. 3 days from Office in Colombo 5 & 2 days Working from Home – Sri Lanka 
• Location: Remote WFH + Occasional Meets at our Colombo 5 office – Sri Lanka.
• Benefits: Paid leave, career upskilling opportunities, eLearning courses.