Admin

• Qualities of Admin Assistant

  • Be reliable
  • Be discreet
  • Be professional
  • Be helpful and approachable
  • Work well with customers and staff
• Be reliable


  So employees are confident that information is correct
• Be discreet


  When dealing with confidential information to ensure it does not get in the public domain
• Be professional


  When dealing with other employees and customers to preserve good working relationships
• Be helpful and approachable


  This means others are able to ask for help/assistance which ensures high standards are maintained
• Work well with customers and staff

  Have good interpersonal skills so discussions are conducted smoothly and effectively
• Skills of Admin Assistant

  • Possess high level of communication skills
  • Possess good ICT skills
  • Possess good organisational skills
  • Possess the ability to prioritise tasks
• Possess high level of communication skills


  So they can receive and pass on messages to other members of staff and this will ensure tasks are completed in the way they have to be done
• Possess good ICT skills


  So they are able to compose and present materials such as business letters and memos for themselves and on behalf of others
• Possess good organisational skills

  To ensure effectiveness otherwise deadlines will be missed
• Possess the ability to prioritise tasks


  They must be able to cope with unforeseen circumstances and organise task/resources accordingly
• Duties of an Admin Assistant

  • Answer the telephone and handle enquiries or transfer calls to other members of staff
  • File documents away accurately for themselves and higher levels of management
  • Work on reception, greet visitors, ensure they sign in and issue visitor's badges
  • Create word processed documents such as itineraries and letters
  • Update and maintain e-dairies to ensure appointments are correct
  • Use the internet and emerging technologies to book accommodation and travel
  • Organise events such as meetings and create all the documents needed
• Customer Care Strategies


  • Communicating with Customers
  • Ensuring quality customer care
• Communicating with Customers


  • Letters and/or emails from customers should be dealt with promptly
  • Employees should answer the phone politely and within an agreed number of rings
  • Employees should keep the customer informed at all times of up-to-date information and/or any changes
  • Keeping customers Informed of orders e.g. ability to track an order
• Ensuring quality customer care

  • Regular customer care training for employees
  • Employees should be provided with a copy of the customer care policy
  • The organisation should regularly review the customer service policy
• Quality of Customer Care


  • Excellent
  • Good
  • Average
  • Poor
• Benefits of Good Customer Care


  • Customers will return to your shop to buy more becoming loyal
  • Good reviews will strengthen the businesses reputation helping to attract new Customers
  • The business can charge a higher price for their goods and services meaning higher profit
  • Customers are satisfied and they have confidence in what they are purchasing
  • Employees also feel highly motivated and valued resulting in a low staff turnover
  • Competitive edge meaning customers are more likely to choose your business over a competitor
• Consequences of Bad Customer Care

  • Bad publicity could arise from poor customer service and this can result in a loss of potential customers
  • Existing customers lose faith in the organisation and repeat custom will be unlikely
  • The cost of recruiting and training new staff as staff turnover is high due to stress
  • Increased resources and money is spent to sort out customer problems and complaints
  • Market share falls and competitors gain an advantage over the business
  • Fewer customers will result in lower sales and therefore lower profits for the business
  • The ultimate consequence could be closure
• Employers Responsibilities under the Health & Safety at Work Act 1974

  • Provide a safe place of work for employees (including safe access and exit)
  • Provide safe equipment and on going maintenance of equipment
  • Provide training and information about safety in the workplace
  • Provide protective clothing if the job requires it
  • Prepare written health and safety policy which should be given to employees
  • Appoint a safety representative within the organisation to represent employees' needs
  • Ensure safe methods of working and safe conditions
• Employees Responsibilities under the Health & Safety at Work Act 1974


  • To work in a safe and proper manner eg follow rules/signs/procedures/breaks
  • To cooperate with employer to comply with legislation
  • To report any health and safety issues to employer
  • Not to interfere with or misuse equipment
  • To use safety equipment which is provided
• Responsibilities of an employee under the Display Screens Act


  • Avoid potential hazards by making use of adjustment facilities for the VDU
  • Adjusting chair for maximising comfort
  • Arranging desk and screen to avoid glare
• Responsibilities of employer under the Display Screens Act

  • Assess workstation requirements
  • Provide adjustable and tilting screens
  • Provide adjustable seating
  • Provide health and safety training for employees
  • Organise daily work of VDU users so that there are regular rest breaks or changes in activity
• Employers responsibilities under the Health & Safety (First Aid) Regulations 1981

  • Provide a suitably stocked first aid box
  • Appoint a first aider (one for every 50-100 employees is recommended in an office)
  • Inform employees of first aid arrangements
  • Keep record of all accidents/incidents
• Employers responsibilities under the Fire Precautions (Places of Work) Regulations 1995


  • Assess fire risks in the workplace
  • Check fire detection times and warning systems
  • Check evacuation routes
  • Ensure appropriate fire prevention and fire fighting equipment are provided
  • Check employees are aware of fire drills and escape routes
  • Check and maintain fire-safety equipment
• Features of good file management


  • Appropriately named files
  • Appropriately labelled folders
  • Read only and password protected files
  • Anti-virus software top protect
  • Creating regular back-ups
• Benefits of having good file management

  • Less likely to lose files
  • Reduction in time spent looking for files
  • Employees less stressed
  • No duplicate files
  • Comply with Data Protection Act
• Consequences of poor file management

  • Information will be lost
  • Time is wasted looking for files
  • Work will be duplicated
  • Increased stress levels
  • Poor decisions will be made
  • Memory space wasted
  • Confidential information could be leaked