Business Support Specialist

Business Support Specialist

Role Purpose: Provide administrative and operational support for the Retail & Hospitality business, ensuring client KPIs and SLAs are achieved through effective processes, accurate data management, stakeholder coordination, and high-quality customer service. Support the US team while working closely with the wider administration team to deliver consistent service and operational excellence.

Key Responsibilities:

• Work under the guidance of the Retail & Hospitality Operations Manager to ensure all scheme KPIs, SLAs, and client requirements are maintained through regular review of contracts, briefing notes, trackers, Smartsheets, RAG reports, SharePoint sites, and Power BI.
• Maintain and update key information relating to members, auditors, and programme participants in accordance with quality procedures and KPIs.
• Assist in the preparation, production, and maintenance of communication materials, including training documentation, contracts, conflict of interest records, and meeting minutes.
• Ensure all actions are completed in line with agreed client SLAs.
• Support the production, maintenance, and continuous improvement of Quality Procedures, Work Instructions, and Process Flows.
• Ensure all databases and client portals are updated in a timely manner, including membership, auditor, and client data changes.
• Log corrective evidence in AIMS and ASSIST systems to ensure KPI compliance.
• Issue correspondence, certificates, and reports in accordance with established processes and performance requirements.
• Liaise with Delivery Managers, auditors, and clients regarding administration, delivery, planning, and allocation activities through telephone, Teams, email, and written correspondence.
• Provide reports and updates to Senior Managers as requested.
• Participate in quarterly training sessions to share best practices and support cross-training across the team.
• Identify process efficiencies and recommend solutions for continuous improvement.
• Support onboarding activities, entity management within CMX1, administrative reviews, and report issuance.
• Manage incoming telephone enquiries, generic mailboxes, and client queries as a first point of contact.
• Support assigned clients while contributing to the wider Retail & Hospitality team as required.

What You'll Bring:

• Proven administrative experience with strong proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Experience working with databases and information management systems.
• Strong administration background.
• Excellent communication, writing, and organizational skills.
• Excellent attention to detail.
• Ability to work independently with minimal supervision.
• Strong planning, scheduling, and organizational capabilities.
• Ability to effectively prioritize multiple tasks and deadlines.
• Strong IT literacy.
• Professional and customer-focused telephone manner.
• Ability to handle challenging customer situations effectively.
• Experience working collaboratively within a team environment.
• Ability to produce reports and track KPI performance.
• Strong customer service orientation and commitment to service excellence.
• Ability to support a fast-paced operational environment while ensuring accuracy and compliance.

Who are LRQA?

LRQA is a leading global assurance partner, combining deep industry expertise with innovative solutions to help organizations manage risk, improve performance, and drive sustainable growth. Operating in over 50 countries with a team of 2,500+ professionals, we support more than 60,000 clients worldwide through assurance, certification, cybersecurity, inspection, and training services. Our purpose is simple: to help businesses build a safer, more secure, and more sustainable future.

What We Offer:

Join a global team where your expertise is valued and your development is supported. We offer a collaborative work environment, opportunities for professional growth, flexible working arrangements where applicable, a competitive salary aligned with the market, and a comprehensive benefits package.