Administrator (Seniors Alert Scheme) (ADG2CSSD18 ~)
Pobal
Contract
On-site
Ireland
Role Requirements
Role Requirement 1
Customer Support
Delivery of excellent levels of customer service, meeting specific activity metrics and the expectations as outlined in Unit strategies.
- Administer the SAS and other assigned mailboxes and respond to queries.
- Administer the Events Process for SAS and any other assigned programme including attendance where required
- Responsibility and accountability for management of customer queries within agreed SLA’s, in a solution-focused manner
- Review and analyse information received from customers against programme rules, guidance, policies and procedures.
- Proactively support customers in relation to reporting, submission of registrations, grant applications and providing and updating information and key details
- Manage the organisation of seminars, conferences and training sessions for beneficiaries/implementing bodies; participation in these as required.
- Support beneficiary groups in meeting financial and progress monitoring requirements.
- Support management of escalated queries/risks by Support Officers and highlight/ escalate issues that cannot be resolved or that require management/Department attention.
- Provide on-going training and support to customers.
- Contribute to quality improvements and simplification of processes for both internal and external customers.
- Ensure GDPR and data controls meet required standards in all dealings with customer/ client and stakeholder communications.
Role Requirement 2
Administration & Operations Support
- Preparation of monthly target installation date (TID) reports to SAS suppliers.
- Preparation of the SAS Monthly Report.
- Administer and follow-up on the bi-monthly ‘awaiting installation’ reports to SAS suppliers.
- Administer the ‘Refer Back’ Reports and the ‘Awaiting Installation’ Reports in a timely manner with organisations and suppliers.
- Administer Leavers ‘awaiting appraisal’ and ‘in draft’.
- Administer Replacements awaiting appraisal and replacement cancellations.
- Processing of Transfers of Applications.
- Assist the Support Officers with Appraisals and Installations and approval of paper-based applications in peak periods.
- Act as point of reference for resolution of appraisals ‘On Hold’
- Compilation of reports for annual desk check and associated follow-up.
- Participate and 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
- Feed into the preparation of statistics and responses for any relative PQ/FQ’s.
- Input, review and update materials relating to the website/Portal content and documents
- Procedures – Review and update internal procedures to ensure efficiencies across the board;
- Review and appraise new organisations
- Generate new organisations on CRM
- Generate new SAS organisations on My Pobal
- Review organisational updates on systems including SAS contact set-up and contact changes
- Review and interrogate Area of Coverage change requests
- Update of various user manuals as and when required.
- System Data quality checks and run reports for Line Manager and Senior Management.
- Ensure efficient and effective processing of grant applications, registrations and payments.
- Respond to internal/external queries and information requests, as appropriate in relation to operational activities
- Work in collaboration with colleagues to ensure smooth and efficient upstream and downstream processes.
- Provide admin support in the organisation and minute taking of internal management and Departmental meetings
- Assist in the identification and reporting of issues of risk and complete follow up activities in relation to compliance reports
- Ensure accuracy and integrity of information and data on My Pobal and all data management functions and support any quality improvement processes in this regard
- Support all aspects of UAT planning and execution
- Develop and maintain clear, concise instruction on grants administration policies and procedures.
- Appraise and review applications as required.
- Assist with the development of tools to deliver information requirements, including costing analytics, financial and statistical data and variance analysis.
- Management of the existing Programme Portals (Front End) and My Pobal CRM (backend)
- 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 3
Team Support
- Monitor contact channels and systems to resolve or escalate any issues that may impact on the team’s ability to deliver services.
- Review the work of Support Officers and provide feedback and support, mentor and provision of training where required.
- 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.
- Act as a point of support and escalation and advise where other team members require additional assistance to manage particular customer issues and requirements.
- Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
- Work with teammates 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 coordinator in identifying trends and improve service offering.
Role Requirement 4
Service Excellence
- Provide ongoing evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to customers.
- Ensure standard responses, SOPs and training documents are kept relevant and up to date.
- Seek to understand impacts of and adapt to change.
- Agility to be able to assist other Team’s at busy periods to ensure appraisals and other grant work is delivered to an agreed timeframe.
Required Experience
- 2/3 years minimum financial/administration/experience, preferably in a customer service environment.
- Strong organisational skills and the capacity to review the work of colleagues
- 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 within the community/voluntary/public sector.
Qualifications
- Relevant Third Level qualification (e.g. Certificate, Diploma) is essential
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