Role Requirements
Role Requirement 1
Administration & Operations Support
- Monitor and administer application submissions from JEMS and transfer to Pobal’s online portal and update status as required ‘awaiting appraisal’, etc.
- Carry out completeness check on applications.
- Administer the allocation of assessments to assessment team and monitor progress.
- Preparation of reports as required.
- Monitor reports and milestone report submission and alert/ refer to team for processing.
- Monitor and carry out administrative tasks relating to project closure and completeness.
- System developments: - Participate in development of and any UATs as required
- Feed into the preparation of statistics and responses for any relative SEUPB or Government Department query
- Input, review and update materials relating to the website/Portal content and documents
- Procedures – Review and update programme documents and any other procedure templates as required
- Monitor organisational updates on JEMS, such as organisational contact changes
- System data quality checks and run reports as requested.
- Provide admin support in the organisation and minute taking of internal management and external meetings
- Take responsibility for document management ensuring all programme and relevant unit files and folders are version controlled and stored in an appropriate and accessible location.
Role Requirement 2
Team Support
- Monitor contact channels and systems to resolve or escalate any issues that may impact on the team’s ability to deliver services.
- Engage in support and communications within the team so that all applicant queries are actioned and resolved in a timely, efficient and knowledgeable manner.
- Work with teammates to develop knowledge and foster a learning culture whilst continuing to develop own knowledge of EU programme rules, guidelines escalation paths etc.
- Perform quality checks on team’s outputs and gather feedback to support coordinator in identifying trends and improve service offering.
- Support and assist the Help Desk at times of high volume and/or absences.
- Monitor and manage the Pobal and SEUPB enquiry ticketing system, ensuring all enquiries are allocated appropriately, actioned, resolved and closed.
- Provide administration in relation to PQs and any funder queries.
Role Requirement 3
Service Excellence
- Monitor contact channels and systems to resolve or escalate any issues that may impact on the team’s ability to deliver services.
- Engage in daily support and communications within the team so that all customer queries are actioned and resolved in a timely, efficient, and knowledgeable manner.
- Work with team mates to develop knowledge and foster a learning culture whilst continuing to develop own knowledge of programme rules, guidelines, escalation paths etc.
- Perform quality checks on team’s outputs and gather feedback to support line management in identifying trends and improve service offering.
Role Requirement 4
Programme Supports
- Assist with the delivery of a variety of pre-application support information and events.
- Assist with case management supports for small scale projects under each programme according to the programme of work.
- Support the integration of new technologies and innovative practices which improve operational efficiency.
- Provide programme administrative support to the team as and when required
Required Experience
- 3 years minimum administration experience, preferably in a customer service or grant management environment.
- Strong organisational skills and the capacity to review the work of colleagues.
- Experience and/or knowledge/or demonstrate the ability to acquire knowledge, of peace building on the Island of Ireland, including cross border and cross community work, the geography of Northern Ireland and the ROI Border Counties and a strong awareness of the context and relationships within the programme area.
- Proficient in MS packages e.g. Word. Excel, Outlook, programme databases, SharePoint portals.
- A proven customer service ethos with strong relationship building skills across business team and external stakeholders.
- Knowledge of working within the community/voluntary/public sector.
Qualifications
- Relevant Third Level qualification (e.g., Degree) equivalent is desirable.
- A full clean driver’s license and provision of a car for work purposes (essential).
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