·       Administer customer experience incentive programmes and budgets (allocations, approvals, payroll submissions, and reporting).

·       Coordinate procurement and payments (quotes, ordering, vendor payments, and purchase orders).

·       Manage corporate credit card administration and reconcile monthly expenditure; resolve or escalate discrepancies.

·       Plan and support Rewards & Recognition and other departmental events (logistics, attendance, and post-event reporting).

·       Provide general office and contact centre administration (minutes, organogram updates, distribution lists, refreshments, and record keeping).

·       Manage calendars and meeting coordination, ensuring agendas, pre-reads, actions and decisions are captured and distributed.

·       Prepare and maintain high-quality documentation, reports, presentations and correspondence within agreed timelines.

·       Compile and distribute weekly/monthly Customer Experience and Contact Centre packs, dashboards and management presentations.

·       Administer VOC/compliments/complaints and customer survey feedback (logging, allocation, tracking turnaround times, and escalation).

·       Maintain project governance cadence and project documentation (action trackers, status updates, change logs, and version control).

·       Coordinate internal communications for campaigns, process/system changes and service notifications, including routing for approval.

Behavioural competencies

• Initiative and a proactive, self-starter approach
• Strong attention to detail and accuracy
• Good communication and stakeholder engagement skills
• Customer focus and service orientation
• Results-driven with persistence and follow-through
• Conflict management and professional judgement
• Creative problem-solving and continuous improvement mindset