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