Job Description
Hours: 37.5 hours per week Contract Type: Temporary – 12 Month FTC Location: Friars House, Coventry / Hybrid Reports To: Community Partnerships Team Leader Salary: £23,400pa JOB PURPOSE To undertake administration for the Community Partnerships team that provide face to face or remote support to all business streams. Implementing and maintaining efficient processes, systems and communication with both internal and external stakeholders. CORE ACCOUNTABILITIES Stakeholder Management Developing strong internal department relationships to facilitate the optimum delivery of projects Arranging, leading and participating in regular and ad-hoc meetings with internal staff and external clients Community Partnership Reply to email queries with consistent information, advising of the online locations where the answer can be found for future reference, where applicable. Directing non-relevant queries to their respective owners and escalating higher-level queries to the Community Partnership Officer for further action/investigation Providing assistance investigating disputed invoices when necessary. Analysing booking data and contacting customers to determine the outcome of bookings. Adjusting records and notes accordingly based on findings. Conduct periodic audits of the CRM system to ensure the Community Partnerships information and records are up to date Organise packaging and shipment of devices and marketing materials to training network Maintain positive delivery partner relationships and communication Carry out BPSS checks for all Community partnerships members Recruit and ‘on-board’ new delivery partners as required Ensure the training of new centres as they added to the network Ensure regular communication with centre network sites Deal with and centre enquiries or complaints Liaise with Accounts team regarding invoice enquiries Support the wider team with administrative tasks, including data collection and entry Where possible answer inbound calls within agreed service standards Complete outbound calls to deal with voicemails and text messages left by customers within agreed service standards Monitor, triage and respond where appropriate to emails received within agreed service standards Refer callers to the appropriate assistance Record call outcomes accurately and efficiently on internal systems Performance Work towards individual and team targets set Evaluate performance by analysing and interpreting data and metrics Operational Excellence Work with all departments to identify opportunities to improve efficiencies of systems Participate in operational excellence activities Governance and Compliance Responsible for following and implementing all relevant policies, procedures and processes Read and accept all Company Policies on an annual basis Complete all due diligence training requirements for role and renew as required Safeguarding React to any disclosures, comments or behaviours that would suggest a safeguarding concern for children or adults at risk in accordance with the Company Safeguarding Policy Record the safeguarding concern using the Safeguarding Report Form giving clear factual information using where possible the individuals own words Report the incident to the Designated Safeguard Lead (DSL) or Designated Safeguard Officer (DSO) Complete all relevant safeguarding and PREVENT training required for role and renew on annual basis Carry out any other duties within the scope of the job title as advised by the line manager