JOB DESCRIPTION AND PERSONAL SPECIFICATION
ROLE: Advisor - Early Years Provider Centre
DIRECTORATE Early Years Operations
GRADE 1
REPORTING TO Coordinator - Early Years? Service Provider Centre
ROLE PURPOSE/SUMMARY
To provide Service Excellence to our customers and colleagues by
building a deep understanding of their needs, requirements and
expectations and
consistently meeting, managing and exceeding their expectations in a
professional, courteous and respectful manner.
Responsible for resolving all queries from Service Providers and
meeting service level agreements metrics.
* Provide excellent customer service to customers through management
ofcases, phone calls, good communications and case management.
* Support operational activities and tasks to ensure efficient and
effective processing of applications, registrations and payments.
* Support compliance with programme rules & guidance, internal
policies, procedures and controls.
KEY RESPONSIBILITY AREAS
1. CUSTOMER SUPPORT
* Delivery of excellent levels of customer service, meeting specific
activitymetrics and the expectations as outlined in our customer
charter.
* Responsibility and accountability for management of customer
queries/tickets within agreed SLA?s, in a solution-focused manner
* Provide ongoing evaluation of processes and procedures; suggest
methods to improve area operations, efficiency and service to
customers
* Support the development of knowledge through effective team
communications to include standardised responses to issues and queries
* 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
2. ADMINISTRATION & OPERATIONS SUPPORT
* Ensure efficient and effective processing of applications,
registrations, cases and phone calls
* Financial administration supports particularly in relation to the
payments generation breakdowns.
* Respond to internal/external queries and information requests, as
appropriate in relation to operational activities
* Work in collaboration with programme centre staff 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
* Ensure accuracy of information and data on the early years
system?s (NCS &PIP) and support any quality improvement processes in
this regard
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.
* Act as a point of support and advise where other team members
requireadditional assistance to manage particular customer issues and
requirements.
4. OTHER
* Any other duties within the general requirements of the role that
may be assigned as appropriate for the grade.
CRITICAL COMPETENCIES
* Customer Service & Support ? Level 1
* Communication Skills ? Level 1
* Problem Solving & Decision Making ? Level 1
* Teamwork ? Level 1
* Results Driven ? Level 1
OTHER COMPETENCIES
* Attention to Detail ? Level 1
* Building & Maintaining Relationships ? Level 1
REQUIRED EXPERIENCE
* At least 2 years? financial/administration experience in a
customer service environment, preferably a high-volume call centre.
* Strong organisational skills
* Proficient in MS packages e.g. Word, Excel, Outlook coupled with
CAD,programme databases, SharePoint portals and ticketing systems
* 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
Relevant third level qualification (e.g. Certificate, Diploma), or
equivalent is desirable.
OTHER RELEVANT INFORMATION
* Ability to develop professional relationships with customers and
colleagues to achieve success
* A structured and organised approach with the ability to prioritise
and manage their workload
* Demonstrate a flexible and adaptable approach to their work in
fast paced demanding environment
* Experience of operating consistently in a changing environment at
an optimal level
* Approaches their work in a professional, friendly and courteous
manner
* Is confident and approachable while processing the ability to be
assertive asrequired
* Enthusiastic, pragmatic and motivated in their approach with a
?Can Do? attitude
TERMS & CONDITIONS OF EMPLOYMENT
* Salary
Pobal?s Grade 1 Salary scale is ?**Apply on the website**,**Apply
on the website** to ?**Apply on the website**,**Apply on the
website** per annum
* Duration of Contract
The contract is a fixed term contract for an initial period of **Apply
on the website** months
* Probation
A probationary period of six months will apply
* Pension
Pobal operates a defined contribution pension scheme. Employees have
access to the scheme on successful completion of their six-month
probationary period
* Annual Leave
Annual leave will be **Apply on the website** working days, exclusive
of public holidays
* Travel & Subsistence
Travel and subsistence will be paid at public sector rates
* Location of the position
The successful candidate will be located in Pobal?s Dublin Holles
Street office
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.
Please complete the application form provided on the HR Intranet page
/ Pobal website and email a copy to **Apply on the website**
The closing date for applications for this role is close of business
on August **Apply on the website**th **Apply on the website**
_Pobal is an equal opportunities employer and welcomes suitably
qualified applicants from all sections of society._
?
We need : English (Good)
Type: Permanent
Payment:
Category: Health
