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.