Hybrid role | Fixed Term Contract | Locations across Ireland including Cork, Galway, Monaghan, Sligo, Kilkenny, Limerick, Mullingar
Role Requirement 1
Customer Support
- Delivery of excellent levels of customer service, meeting specific activity metrics 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.
- Assist with organisation of seminars, conferences and training sessions for beneficiaries/implementing bodies; participation in these as required.
- Support beneficiary groups in meeting financial monitoring requirements.
- 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.
- Prepare, in the framework of the grant cycle of programmes, documentation and correspondence such as approvals, contracts, reminders and letters of rejection.
Role Requirement 2
Administration/Operations Support
- Ensure efficient and effective processing of grant applications, registrations, cases and phone calls.
- Financial administration supports particularly in relation to the payments generation breakdowns and review financial reports submitted by beneficiary groups for accuracy and completeness.
- Respond to internal/external queries and information requests, as appropriate in relation to operational activities.
- Work in collaboration with Development/Delivery Teams 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.
- Aid in preparation for all aspects of UAT planning and execution.
- Ensure accuracy of information and data, maintain standards and drive quality control and improvement processes in this regard.
- Carry out administrative and financial checks on grant expenditure to ensure all information submitted is compliant with programme requirements.
- Monitor data submitted, provide data entry and data maintenance services and notify errors or omissions to appropriate team members and/or other relevant parties.
- Assist in payment of funds to beneficiary groups via payment set up and other data inputs to Sun Accounts System to facilitate payment run process.
- Appraise and review applications as required.
- Organise and document internal and external meetings, develop agenda, send out reminders, distribute minutes and provide follow-up.
Role Requirement 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.
- Provide regular updates to the relevant staff members on the processes' status.
- Act as a point of support and advise where other team members require additional assistance to manage particular customer issues and requirements.
- Support other functions across Service Inclusion and Employment when required and as business needs dictate.
- Support the development of knowledge through effective team communication and feedback to include standardised responses to issues and queries.
Role Requirement 4
Service Excellence
- Utilise relevant methods, tools and processes to meet and exceed customer needs.
- Support organisational change and demonstrate flexibility in adapting to service needs.
- Participate in training/educational opportunities and provide feedback on opportunities to expand your own and team skill sets.
- Engage with existing quality measures and be accountable for your own performance against these.
- Provide ongoing evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to customers.
Required Experience
- Experience in a call centre environment
- Good communication skills
- Strong organisational skills
- Proficient in MS packages e.g. Word, Excel, Outlook coupled with CAD, programme databases, SharePoint portals
- 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 desirable
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
