Senior Alert Scheme Support Officer (SOG1CSSD03)
Pobal
Contract
On-site
Ireland
Role Requirements
Role Requirement 1
Customer Support
Role Requirement 1
Customer Support
- Delivery of excellent levels of customer service, meeting specific activity metrics and the expectations as outlined in our customer charter.
- Answer phone calls and respond to generic queries, and escalate calls as needed.
- Post out Materials to relevant stakeholders as required.
- Management of the Mailbox, including responding to generic application queries and escalation of complex queries to Administrator.
- Support the events process including attendance where required at support events
- Assist with organisation of seminars, conferences and training sessions for beneficiaries/implementing bodies; participation in these as required.
- Review and analyse information received from customers against programme rules, guidance, policies, and procedures.
- Proactively support customers in relation to reporting, submission of registrations, providing and updating information and key details.
- Prepare, in the framework of the grant cycle of programmes, documentation and correspondence such as approvals, contracts, reminders and letters of rejection.
Role Requirement 2
Administration/Operations Support
Role Requirement 3
Team Support
Role Requriement 4Administration/Operations Support
- Processing of online applications, applications on hold and installations.
- Processing the receipt, review, follow-up and issuing of outcome for all ‘paper-based organisations.
- Complete the Daily volume tracker by processing participant updates and participant cancellations.
- Input leavers on the CRM system as requested by Organisations.
- Support the desk check process, preparing and completing initial checklists, updating trackers, issuing reminders and review desk check information.
- Contribute with topics for the delivery of the quarterly newsletter.
- System developments: Participate into the development of non-financial System Change Requests and undertake UAT of same.
- Input, review and update materials relating to the website/Portal content and documents.
- Procedures – Review and update internal procedures to ensure efficiencies.
- Ensure the Systems are fully updated and run views and reports as required.
- Support the resolution of SS Portal access issues.
- Maintain mailing lists
- Issue communications
- Printing of Information such as Newsletter, Application Forms, Privacy Notices etc.
- Respond to internal/external queries and information requests, as appropriate in relation to operational activities
- Work in collaboration with Development/Delivery Teams to ensure smooth and efficient upstream and downstream processes.
- Assist in the identification and reporting of issues of risk and complete follow up activities in relation to compliance reports
- Aid in preparation for all aspects of UAT planning and execution
- Carry out administrative checks to ensure all information submitted is compliant with programme requirements.
- Monitor data submitted, provide data entry and data maintenance services, and notify errors or omissions to appropriate team members and/or other relevant parties.
- Organise and document internal and external meetings, develop agenda, send out reminders, distribute minutes and provide follow-up.
Role Requirement 3
Team Support
- 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.
- Provide regular updates to the relevant staff members on the processes' status.
- Act as a point of support and advise where other team members require additional assistance to manage customer issues and requirements.
- Support other functions and programmes across Service Inclusion and Employment when required and as business needs dictate.
- Support the development of knowledge through effective team communication and feedback to include standardised responses to issues and queries.
Service Excellence
- Utilise relevant methods, tools and processes to meet and exceed customer needs.
- Support organisational change and demonstrate flexibility in adapting to service needs.
- Participate in training/educational opportunities and provide feedback on opportunities to expand own and team skillsets.
- Engage with existing quality measures and be accountable for own performance against these.
- Provide ongoing evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to customers.
Required Experience
- At least 1 years’ financial/administration experience, preferably in a customer service
- environment
- Strong organisational skills
- Proficient in MS packages e.g. Word, Excel, Outlook coupled with CAD, programme databases, SharePoint portals
- A proven customer service ethos with strong relationship building skills across business teams and external stakeholders
- Knowledge of workings of the community/voluntary/public sector
Qualifications
- Microsoft software packages (ECDL or equivalent) to QQI level 6 minimum required.
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