Job Details: Pobal: Client Services Administrator


Irish Future
Talbot Street
Dublin 1
Pobal: Client Services Administrator
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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 **Apply on the website** 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

* Salary
Pobal’s Grade 2 Salary scale is €**Apply on the website**,**Apply
on the website** to €**Apply on the website**,**Apply on the
website** per annum
* 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 pro-rated for the contract
* Travel & Subsistence
Travel and subsistence will be paid at public sector rates
* 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

We need : English (Good)

Type: Permanent
Payment:
Category: Others

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