Administrator

Role Requirement 1

Customer Support

• Delivery of excellent levels of service to grantees/beneficiaries/implementing bodies/stakeholders and colleagues, meeting specific activity metrics and the expectations as outlined in Unit strategies.
• Responsibility and accountability for management of all queries within agreed service level agreements (SLA’s), in a solution-focused manner.
• Review and analyse information received from grantees/beneficiaries/implementing bodies/stakeholders and colleagues against programme rules, guidance, policies and procedures.
• Proactively support grantees/beneficiaries/implementing bodies/stakeholders and colleagues in relation to reporting, submission of event registrations, grant applications and providing and updating information and key details.
• Manage the organisation of seminars, conferences, and training sessions for grantees/beneficiaries/implementing bodies/stakeholders and colleagues participation in these as required.
• Support beneficiary groups in meeting financial and progress monitoring requirements.
• Support management of escalated queries/risks by support officers and highlight/ escalate issues that cannot be resolved or that require management/Department attention.
• Work with other team colleagues in the provision on-going training and support to grantees/beneficiaries/implementing bodies/stakeholders.
• Contribute to quality improvements and simplification of processes for both internal and external customers.
• Ensure GDPR and data controls meet required standards in all dealings with customer/ client and stakeholder communications.
• Liaise with the Programme Administration Support Unit as required.

Role Requirement 2

Administration & Operations Support

• Ensure efficient and effective processing of grant applications, appraisals and event management tasks and processes.
• Respond to internal/external queries and information requests, as appropriate in relation to operational activities.
• Work in collaboration with other PDU colleagues 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.
• Ensure accuracy and integrity of information and data on My Pobal or other programme systema s appropriate and all data management functions and support any quality improvement processes in this regard.
• Support all aspects of UAT planning and execution.
• Develop and maintain clear, concise instruction on grants administration policies and procedures.
• Appraise and review applications within scope and perform verification checks and/or review of progress reports for an allocated caseload.
• To provide admin support in the organisation and minute taking of internal management and Departmental meetings
• Assist with the development of tools to deliver information requirements, including costing analytics, financial and statistical data and variance analysis.
• Take responsibility for document management ensuring all programme and relevant unit files and folders are version controlled and stored in an appropriate and accessible location.

Role Requirement 3

Team Support

• Monitor contact channels and systems to resolve or escalate any issues that may impact on the team’s ability to deliver services.
• Review the work of Support Officers and provide feedback and support where required.
• 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.
• Act as a point of support and escalation and advise where other team members require additional assistance to manage particular stakeholder issues and requirements.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Co-ordinate administration support within the relevant delivery unit.
• Co-ordinate the administration support for cross-directorate programme teams.
• Work with teammates to develop knowledge and foster a learning culture whilst continuing to develop own knowledge of programme rules, guidelines escalation paths etc.
• Perform quality checks on team’s outputs and gather feedback to support Team colleagues in identifying trends and improve service offering.

Role Requirement 4

Service Excellence

• Provide ongoing evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to customers.
• Ensure standard responses, SOPs and training documents are kept relevant and up to date.
• Seek to understand impacts of and adapt to change.
• Agility to be able to assist other Team’s at busy periods to ensure appraisals and another grant work is delivered to an agreed timeframe.

Required Experience

• 2/3 years minimum administration experience, preferably in a customer service environment.
• Strong organisational skills and the capacity to review the work of colleagues.
• Proficient in MS packages e.g. Word, Excel, Outlook, programme databases, SharePoint portals, Dynamics 365.
• A proven customer service ethos with strong relationship building skills across business teams and external stakeholders.
• Knowledge of workings within the community/voluntary/public sector

Qualifications

• Relevant Third Level qualification (e.g. degree) is desirable