Pobal: Client Services Administrator. 30th July 2022


Role Client Services Administrator Directorate Community Support & Services Grade 2 Reporting to Client Services Manager Role Purpose/Summary The role includes responsibility for mentoring and training new/existing staff within the unit. There is a requirement to provide support and guidance to the team, to review work quality and act as an escalation point for more complex queries. The role is responsible for monitoring team query volumes, identifying trends and identifying ways to improve the utilisation of resources with support from the Client Services Manager. Key Responsibility Areas User Support

  • Monitor the Client Services contact channels and IT systems, escalating any issues that may impact on the team’s ability to deliver services. Ensure delivery of excellent levels of client service to all clients to agreed standards.

  • Provide daily support and communications to team so that client contacts are actioned and resolved in a timely, efficient and knowledgeable manner.

  • Support the development of knowledge through effective team communications to include standardised responses to issues and queries

  • Act as a point of escalation where team members require additional assistance to manage client issues and requirements

  • Support the team and service delivery by actioning incoming client contacts as required.

  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level

  • Provide ongoing evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to both internal and external Clients.

  • Work in collaboration with programmatic staff to ensure smooth and efficient programme support can be delivered

Training

  • Management of all team training needs and materials including:

  • Induction training

  • New Programme/Processes Training

  • Refresher Training

  • Review of training outcomes


  • Continuous Coaching of team members to ensure each aspect of their work meets the required standards

Administration/ Reporting

  • Overall responsibility for phone and CRM reporting using Power Bi

  • CRM access management – allocate permissions, review access twice yearly

  • Review work quality of team

  • Management of daily activities on the phone system

  • Data management for CRM system in line with GDPR guidelines

  • Knowledge base and document management

  • Drafting requirements for system changes

  • Rota set up and maintenance

Other

  • Any other duties within the general requirements of this job description which may be required from time to time

Essential Competencies Customer Service & Support – Level 2 Leadership & Management – Level 2 Problem Solving & Decision Making – Level 2 Programme Policies & Procedures – Level 2 Teamwork – Level 2 Other Competencies Building & Maintaining Relationships – Level 2 Attention to Detail – Level 2 Analytical Skills – Level 2 Results Driven – Level 2 Organisation awareness – Level 2 Required Experience

  • At least 2-3 years’ administration experience ideally in a contact centre or customer service environment

  • Strong organisational skills and the capacity to review the work of colleagues

  • Proficient in Microsoft packages e.g. Dynamics CRM, Outlook, Power Bi, Teams, Sharepoint

  • A proven customer service ethos with strong relationship building skills across business teams and external stakeholders

Desirable:

  • Relevant work in a similar role

  • Knowledge of workings of Public/community/voluntary sectors

Qualifications

  • Relevant third level qualification (e.g. Certificate, Diploma) or equivalent is essential.

Terms & Conditions of Employment

  1. Salary Pobal’s Grade 2 Salary scale is €38,315 to €52,894 per annum

  2. Probation A probationary period of six months will apply

  3. Pension Pobal operates a defined contribution pension scheme. Employees have access to the scheme on successful completion of their six- month probationary period

  4. Annual Leave Annual leave will be 26 working days, exclusive of public holidays pro-rated for the contract

  5. Travel & Subsistence Travel and subsistence will be paid at public sector rates

  6. Location of the position The successful candidate will be located in the Kilkenny or Ormond Quay offices with blended working an option

Selection Process Selection will involve short listing of applicants for interview based on the criteria for the position as outlined in this job description and person specification. How to apply Please complete the application form available on the Pobal website and email a copy to recruitment@pobal.ie The closing date for applications is close of business on June 30th 2022 Pobal is an equal opportunities employer and welcomes suitably qualified applicants from all sections of society

General Info Date Entered/Updated 21st Jun, 2022 Region Kilkenny or Dublin / blended Expiry Date 30th Jun, 2022


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