NCS Parent Services Advisor

Role Requirement 1

Parent Support Centre 

• Act as the focal point for contact NCS Parent Support Centre on a day-to-day basis in operational delivery, case management, and performance issues
• Promote partnership in delivery and service development with the Parent Support Centre and other relevant stakeholders.
• Ensure the approach applied is adaptable and meets changing requirements.
• Assess, address and document service queries and performance issues.

Role Requirement 2

Service Delivery Management

• Ensure clear deliverables and service standards are defined and maintained.
• Ensure there is a clear understanding of the end-to-end process and any impacts or issues arising from delivery.
• Ensure proper process and procedures are documented and applied.
• Establish and apply clear service targets and key performance indicators.
• Apply analysis and generate solutions.
• Ensure management information is effective and utilised.
• Apply active risk management to service delivery and provide for service continuity.

Role Requirement 3

External Partner Quality Monitoring

• Monitor Parent Support Centre quality performance and adherence to agreed standards.
• Ensure the quality of 3rd party quality checks (Parent Support Center) through quality calibration.
• Assess, address, and document any required training notes.

Role Requirement 4

External Partner Operational Management

• Monitor Parent Support Centre (external 3rd party) Operational volumes and performance.
• Report against service targets and key performance indicators.
• Assess, address, and document any non-compliance or missed targets.
• Apply analysis and generate solutions.

Required Experience

• 2/3 years minimum Contact Centre or administration work experience & knowledge
• Strong organisational skills
• Computer literacy particularly in CRM systems, SharePoint, and MS packages e.g., Excel, WORD, and Outlook
• An understanding of the operation of databases

Qualifications

• Whilst experience and performance track record are key determinants, relevant qualification in project management / business management / logistics / service development and delivery is desirable.
• Personal application, critical thinking, and presentational capacity

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