ROLE: Parent Services Advisor - NCS Parent Services
UNIT: National Childcare Scheme (NCS) ? Parent Services
DIRECTORATE: Early Years & Young People Operations
GRADE 2
REPORTING TO Co-Ordinator Parent Services
ROLE PURPOSE/SUMMARY
THE ROLE OF NCS PARENT SERVICES ADVISOR INCLUDES:
Providing 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
* Supporting the Parent Support Centre in resolving 1st time issues,
case management, service delivery issues and system issues
* Maintaining and updating SOP?s are required within Parent
Support Centre
* Support the delivery of services (through the Parent Support
Centre) to very large volumes of parents (**Apply on the
website**,**Apply on the website** plus) expected to be interfacing
with NCS, including:
* contact centre supports to parents
* processing of applications made by parents
* notifications of outcomes
* Quality monitoring and reporting
KEY RESPONSIBILITY AREAS
1. PARENT SUPPORT CENTRE
* Act as the escalation point of contact NCS Parent Support Centre
and NCS Scheme Admin on a day to day basis in respect of 1st time
issues, service delivery issues, case management, performance issues
and escalations
* Ensure there is a clear understanding of the end-to-end process
and any impacts or issues arising from delivery
* Document and apply new policies and procedures
* Ensure that any solutions or new processes applied are adaptable
and meets changing requirements and contexts
* Support partnership in delivery and service development
* Support continuous improvement in performance and processes
* Assess, address and document service queries and performance
issues
2. SERVICE DELIVERY MANAGEMENT
* Assist in ensuring that clear deliverables and service standards
are defined and maintained
* Ensure there is a clear understanding of the end-to-end process
and any impacts or issues arising from delivery
* Ensure proper process and procedures are followed and applied
* Apply and monitor service targets and key performance indicators
* Apply analysis and assist with the generation of solutions
3. OTHER
* Any other duties within the general requirement of this job
description which may be required from time to time
CRITICAL COMPETENCIES
* Customer Service & Support ? Level 3
* Communication Skills ? Level 3
* Problem Solving & Decision Making ? Level 3
* Teamwork ? Level 3
* Attention to Detail ? Level 3
* Building & Maintaining Relationships ? Level 3
REQUIRED EXPERIENCE
1. PERSONAL ATTRIBUTES
* 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 as required
* Enthusiastic, pragmatic and motivated in their approach with a
?Can Do? attitude
2. PROFESSIONAL EXPERIENCE
* Contact Centre or administration work experience & knowledge
* Strong organisational skills
* Computer literacy particularly in CRM systems, SharePoint, and MS
packages e.g. Excel, WORD and Outlook
* An understanding of the operation of databases
3. QUALIFICATIONS
* Whilst experience and performance track record are key
determinants, relevant qualification in project management / business
management / logistics / service development and delivery is
desirable.
* Personal application, critical thinking and presentational
capacity as represented through a third level qualification to Level 8
or higher on the National Framework of Qualifications, or equivalent,
is desirable.
4. OTHER RELEVANT INFORMATION
* Knowledge of workings of community/voluntary/public sector
TERMS & CONDITIONS OF EMPLOYMENT
* Salary
- Pobal?s Grade 2 Salary scale applies (?**Apply on the
website**,**Apply on the website** - ?**Apply on the
website**,**Apply on the website**)
* Duration of Contract
- The contract is for a period of **Apply on the website** months,
subject to continuance of Government funding
* 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
- Current staff will retain their entitlement to annual leave days
* Travel & Subsistence
- Travel and subsistence will be paid at public sector rates
* Location of the position
- The successful candidate will be located in any Pobal office with a
hybrid policy
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.
A panel will be created from this process for any vacancies in the
next 3 months
HOW TO APPLY
Please complete the application form provided the Pobal website
We need : English (Good)
Type: Permanent
Payment:
Category: Others
