Support Services Co-Ordinator
Venesky-Brown’s client, a public sector organisation in Belfast, is currently looking to recruit a Support Services Co-Ordinator for a 6 month contract on a rate of £23.37/hour (PAYE). This role will be hybrid working.
Responsibilities:
– To support any new or existing systems implementation by developing appropriate processes to ensure effective integration and testing including all controls, procedures and reporting.
– To support the development, implementation and maintenance of standard operating practices/standards, systems and procedures including customer reporting systems to underpin improved performance across the assigned functional area
– To lead on the definition and assessment of appropriate targets and outputs.
– To assist in the maintenance of appropriate records management retention and disposal processes and ensuring compliance with FOI and GDPR.
– To assist with the coordination and production of service performance and compliance information, statistics and financial reports for statutory returns, committee, and management team reports, in accordance with policies, procedures and timetables.
– Ensure that appropriate customer guidelines and standards are in place for dealing with complaints and lead on dealing with customer complaints in a timely manner, escalating as appropriate, to senior management.
– Act as the contact point for issue escalation and the provision of, specific intelligence and insight into service delivery and customer satisfaction
– Assess, and provide meaningful regular reports and customer insights to Management and operational management into customer experiences against agreed service standards
– Undertake analysis of complex historical and real time data to identify trends against service delivery standards and targets, highlighting variances/issues and reporting on same to relevant managers, committees, boards and senior management team as required
– Assist with the managing and leading of any relevant customer improvement projects.
– Engage with any relevant stakeholders, including internal business partners and Trade Unions as required, to assist with the design, definition and updating of any customer related strategies including customer surveys to deliver effective and quality customer services.
– Assist with the development and delivery of all related training to ensure that all staff are trained in the relevant customer service standards and ensure all are capable of providing the full range of services to customers.
– Assist the relevant managers to make optimal use of systems and analytic tools to capture and analyse customer data and feedback in order to drive service performance, maximise the efficiency and effectiveness of the team and support future decision-making
– Manage and motivate all assigned staff to ensure effective and professional service delivery and the promotion of customer service best practice at all times, including through the design and development of training
– To set individual and section goals and targets and identify the training and development needs of staff through the use of PDP’s and to implement agreed training and development programmes for the team.
– Overseeing the management of the administrative support service function including all current processes and developing processes as required, in line with new and evolving legislation in liaison with operational management.
– Annual review and update of the Business Continuity Plan for the Business Administration function and ensuring associated procedures are reviewed regularly and implemented when necessary.
– Provide advice and guidance on staff, service provision and system issues to senior and operational management.
– To manage and report on the assigned budget in accordance with policies and timetables and to oversee any required procurement.
– To proactively work with management to implement and embed service change and improvement activities engaging with TU as required.
– To represent the Finance, Procurement and Information Manager as required within their own functional area of responsibility.
– To act in accordance with the departmental policies and procedures including customer care; equal opportunities; health and safety; safeguarding and any pertinent legislation.
– To participate in all induction and in-service training provided and in the induction and support of all newly appointed staff and other human resource management procedures as appropriate.
– To participate as directed in the recruitment and selection procedures.
– To undertake the duties in such a way as to enhance and protect the reputation and public profile.
– To undertake such other relevant duties as may from time to time be required.
Essential Skills:
– Have a third level qualification in a relevant subject such as Business Studies, Marketing, Communications, Public Administration or an equivalent qualification and be able to demonstrate on the application form, by providing personal and specific examples, that they have at least one year’s relevant experience in each of the following three areas:
Or
– Be able to demonstrate on the application form, by providing personal and specific examples that they have at least two years’ relevant experience in each of the following three areas:
– Effective, direct customer engagement, including the management of key customer relationships and dealing with customer complaints and enquiries effectively to enhance customer experience;
– Service improvements including the setting, delivering and monitoring of improvements against business performance management targets and achievement of appropriate quality standards or awards;
– Managing and motivating staff, i.e. direct reports, in accordance with the principles of personal development and performance management
– Customer care skills: good inter-personal skills with experience in customer care procedures and awareness of the importance of responding to the needs of both internal and external customers.
– Communication skills: an excellent standard of literacy and the ability to write high level reports and memos in clear and simple language as well as clear and articulate oral communication skills.
– Analytical and decision-making skills: the ability to analyse complex data and take appropriate decisive action with an understanding of the possible wider corporate implications of such action.
– Political sensitivity skills: the ability to build and maintain sound relationships with elected representatives, displaying political sensitivity, maintaining an unbiased approach and a positive public relations image and the ability to work with other public bodies to enable corporate working.
– Team working and leadership skills: the ability to lead and motivate team members and build and develop high levels of communication and cooperation between team members in order to achieve objectives.
– Systems and processes development skills: the ability to review and implement systems and processes required to maintain the effective and compliant operational procedures for the directorate and to deliver current management information; and the ability to develop effective administrative processes and procedures.
– Work planning skills: the ability to forward plan strategically and to effectively prioritise the work of a large section taking into account short and medium term goals, service demands and the availability of resources.
– Performance management skills: the ability to deliver a value for money service and continuous improvement via performance management systems and procedures including performance indicators, benchmarking and quality assurance methodologies.
– Partnership working skills: the ability to deal with members of the public, elected members and representatives of outside bodies, working in partnership to good effect.
– Change management skills: the ability to engage with organisational change by implementing, delivering and monitoring business development initiatives or change programmes in a customer service environment and to secure the commitment of others to change.
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– To support any new or existing systems implementation by developing appropriate processes to ensure effective integration and testing including all controls, procedures and reporting.
– To support the development, implementation and maintenance of standard operating practices/standards, systems and procedures including customer reporting systems to underpin improved performance across the assigned functional area
– To lead on the definition and assessment of appropriate targets and outputs.
– To assist in the maintenance of appropriate records management retention and disposal processes and ensuring compliance with FOI and GDPR.
– To assist with the coordination and production of service performance and compliance information, statistics and financial reports for statutory returns, committee, and management team reports, in accordance with policies, procedures and timetables.
– Ensure that appropriate customer guidelines and standards are in place for dealing with complaints and lead on dealing with customer complaints in a timely manner, escalating as appropriate, to senior management.
– Act as the contact point for issue escalation and the provision of, specific intelligence and insight into service delivery and customer satisfaction
– Assess, and provide meaningful regular reports and customer insights to Management and operational management into customer experiences against agreed service standards
– Undertake analysis of complex historical and real time data to identify trends against service delivery standards and targets, highlighting variances/issues and reporting on same to relevant managers, committees, boards and senior management team as required
– Assist with the managing and leading of any relevant customer improvement projects.
– Engage with any relevant stakeholders, including internal business partners and Trade Unions as required, to assist with the design, definition and updating of any customer related strategies including customer surveys to deliver effective and quality customer services.
– Assist with the development and delivery of all related training to ensure that all staff are trained in the relevant customer service standards and ensure all are capable of providing the full range of services to customers.
– Assist the relevant managers to make optimal use of systems and analytic tools to capture and analyse customer data and feedback in order to drive service performance, maximise the efficiency and effectiveness of the team and support future decision-making
– Manage and motivate all assigned staff to ensure effective and professional service delivery and the promotion of customer service best practice at all times, including through the design and development of training
– To set individual and section goals and targets and identify the training and development needs of staff through the use of PDP’s and to implement agreed training and development programmes for the team.
– Overseeing the management of the administrative support service function including all current processes and developing processes as required, in line with new and evolving legislation in liaison with operational management.
– Annual review and update of the Business Continuity Plan for the Business Administration function and ensuring associated procedures are reviewed regularly and implemented when necessary.
– Provide advice and guidance on staff, service provision and system issues to senior and operational management.
– To manage and report on the assigned budget in accordance with policies and timetables and to oversee any required procurement.
– To proactively work with management to implement and embed service change and improvement activities engaging with TU as required.
– To represent the Finance, Procurement and Information Manager as required within their own functional area of responsibility.
– To act in accordance with the departmental policies and procedures including customer care; equal opportunities; health and safety; safeguarding and any pertinent legislation.
– To participate in all induction and in-service training provided and in the induction and support of all newly appointed staff and other human resource management procedures as appropriate.
– To participate as directed in the recruitment and selection procedures.
– To undertake the duties in such a way as to enhance and protect the reputation and public profile.
– To undertake such other relevant duties as may from time to time be required.
Essential Skills:
– Have a third level qualification in a relevant subject such as Business Studies, Marketing, Communications, Public Administration or an equivalent qualification and be able to demonstrate on the application form, by providing personal and specific examples, that they have at least one year’s relevant experience in each of the following three areas:
Or
– Be able to demonstrate on the application form, by providing personal and specific examples that they have at least two years’ relevant experience in each of the following three areas:
– Effective, direct customer engagement, including the management of key customer relationships and dealing with customer complaints and enquiries effectively to enhance customer experience;
– Service improvements including the setting, delivering and monitoring of improvements against business performance management targets and achievement of appropriate quality standards or awards;
– Managing and motivating staff, i.e. direct reports, in accordance with the principles of personal development and performance management
– Customer care skills: good inter-personal skills with experience in customer care procedures and awareness of the importance of responding to the needs of both internal and external customers.
– Communication skills: an excellent standard of literacy and the ability to write high level reports and memos in clear and simple language as well as clear and articulate oral communication skills.
– Analytical and decision-making skills: the ability to analyse complex data and take appropriate decisive action with an understanding of the possible wider corporate implications of such action.
– Political sensitivity skills: the ability to build and maintain sound relationships with elected representatives, displaying political sensitivity, maintaining an unbiased approach and a positive public relations image and the ability to work with other public bodies to enable corporate working.
– Team working and leadership skills: the ability to lead and motivate team members and build and develop high levels of communication and cooperation between team members in order to achieve objectives.
– Systems and processes development skills: the ability to review and implement systems and processes required to maintain the effective and compliant operational procedures for the directorate and to deliver current management information; and the ability to develop effective administrative processes and procedures.
– Work planning skills: the ability to forward plan strategically and to effectively prioritise the work of a large section taking into account short and medium term goals, service demands and the availability of resources.
– Performance management skills: the ability to deliver a value for money service and continuous improvement via performance management systems and procedures including performance indicators, benchmarking and quality assurance methodologies.
– Partnership working skills: the ability to deal with members of the public, elected members and representatives of outside bodies, working in partnership to good effect.
– Change management skills: the ability to engage with organisational change by implementing, delivering and monitoring business development initiatives or change programmes in a customer service environment and to secure the commitment of others to change.
If you would like to hear more about this opportunity please get in touch.
