Reception Administrator

About Us

Peninsula Employment Services Limited (“Peninsula”) is a provider of external human resources solutions including employment relations advice, and health and safety advice to small and medium-sized businesses located throughout Canada.  Peninsula is a division of Peninsula Business Services Limited, based in Manchester, England. Peninsula currently operates in the U.K., Ireland, Australia, New Zealand and most recently, Canada, and employs over 4,000 people globally. Peninsula opened its Canadian office in September 2017 and has quickly become one of the fastest growing companies in Canada.

About Us The Role of Reception Administrator

Job Purpose: An opportunity has arisen in the Sales Team for the appointment of a Reception Administrator. 

Job Overview: Your duties will be focused on delivering a first-class telephone service to our clients and prospects, ensuring caller needs are assessed and dealt with in accordance with company protocols. This role has a strong emphasis on data management, accurate categorization, and CRM system hygiene for high-volume inbound traffic. The role also extends beyond phone reception to include routing inbound web leads and analyzing our inbound channels, campaigns, and business partners to help identify opportunities for additional revenue.

Please note: the hours for this position will be 11:00AM – 7:00PM, Monday through Friday. 

Day-to-Day Duties and Responsibilities

• Inbound Call Management: Answer and manage a high volume of inbound calls (100+ daily) while maintaining response rates and adhering to agreed professional service standards.
• Data Management & CRM Hygiene: Log, categorize, and record accurate caller information into the CRM system (Salesforce) and other relevant logs and computer systems.
• Call Allocation & Triage: Evaluate each phone request and efficiently allocate or route calls to the appropriate team or department accordingly.
• Lead Routing & Distribution: Route and assign inbound web leads to the appropriate sales rep based on geographic territory and round-robin logic, ensuring fast, fair, and accurate lead distribution.
• Customer Service: Ensure the highest level of customer service and professional phone etiquette is maintained at all times.
• Confidentiality: Ensure client and prospect confidentiality is strictly maintained in accordance with company standards.
• Training & Onboarding: Develop strategies and materials to assist with training needs and conduct onboarding training with new starters where necessary.
• Reporting & Administrative Support: Track, compile, and summarize operational call data collected, and provide additional administrative support as required.
• Leadership Communication: Effectively communicate with sales leadership and management on call volume patterns, data quality, and operational matters.
• Partner & Campaign Revenue Analysis: Analyze performance of inbound channels, campaigns, and business partners, flagging trends and areas of improvement to help drive additional revenue.
• Team Collaboration: Establish and maintain efficient, cooperative working relationships with colleagues and clients.
• Coverage: Ensure reception and call coverage is continuously maintained to meet operational expectations.

Education/Experience

• Minimum 2 years’ experience in office administration, high-volume call handling, or a similar role
• Demonstrated familiarity with CRM software (Salesforce experience is an asset)
• Proficiency in MS Office (Word, Excel, Outlook)
• Strong data entry accuracy and organizational skills
• Strong analytical skills, with the ability to interpret channel and campaign data and identify areas of improvement

What you Bring to the Team

Ability to prioritize, multitask, handle challenges, and work effectively within a fast-paced team environment

Above-average interpersonal, oral, and written communication skills

A methodical approach with strong attention to detail and high data standards

A highly organized, analytical mindset, with an instinct for spotting trends and areas of improvement in inbound processes

Excellent phone etiquette, professionalism, and composure under high call volume

Why Work for Peninsula?

• Day off on your birthday
• Enhanced Benefits with Health and Dental Coverage
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location (Right near Union Station)
• Vacation Days increase after 2 and 5 years’ service

Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.