Customer Services Administrator

Administrator

PURPOSE OF THE JOB: To provide administrative support to the provision of Community Education and liaise with community partners regarding service provision. Main Duties & Responsibilities Prepare schedule of visits and regularly visit outcentres and manage the enrolment process in outcentres. Monitor enrolments in outcentres and carry out evaluations of programmes outcomes. Visit outcentres to promote the Faculty’s programme as and when required. Consult with community partners on local needs and curriculum content. Establish and maintain a database of all community partners. Establish and maintain good working links with community partners and develop linkages between community partners and employers. Liaise with community partners to identify and develop a curriculum and delivery method to target difficult to reach and marginalised groups. Maintain and develop the Faculty’s web link, Community Prospectus and all associated marketing resources. Prepare marketing materials and contribute to the Faculty’s marketing strategy. Ensure the accurate provision of data as required by the Head of Faculty and Senior Management Team. Develop administrative systems to ensure the efficient and effective operation of the community education function. Make effective use of MIS to monitor statistical targets and provide accurate information as required for MIS returns and financial reports. Provide accurate and timely information on timetabling to assist the Head of Faculty in adhering to College policies. Attend Faculty meetings. Undertake staff development activities as required. Work with other Community Education Development Officers to co-ordinate the Community Education function as required by the Head of Faculty. General Comply with and actively promote College policies and procedures on all aspects of equality. Ensure full compliance with Health & Safety requirements and legislation in accordance with College policies and procedures. Ensure full compliance with the College’s quality assurance systems and procedures in accordance with College policies and procedures. Undertake any other duties as required by the College’s Principal & Chief Executive or persons carrying his delegated authority. The list of duties is not exhaustive. The postholder will be expected to undertake other relevant duties in order to meet any changing operational requirements. TERMS & CONDITIONS Terms and conditions of employment are those as laid down by the Non-Teaching Negotiating Committee for Further Education in Northern Ireland and will include locally agreed terms and conditions. Salary Scale Band 4 Scale Column Point 8, £26,824 to Point 18, £31,537 per annum. New appointments will normally be placed on the first point of the scale. Hours of Work The hours of work will not normally be less than 36 per week. The hours of duty which may be on any of the College sites will be such as laid down to meet the needs of the College and may include periods of duty after, as well as before 5.00 pm on any Monday to Friday. Annual Leave Entitlement Entitlement to annual leave is 23 days in a full holiday year in addition to 12 public and extra statutory holidays. Entitlement to leave in the first year of employment is pro-rata to the number of months completed. Pension Scheme There is an Occupational Pension Scheme relating to employment with the College. Further details will be provided on appointment. Other Employment No other employment should be entered into during the period of employment with the North West Regional College. No employment by or in the service of another person or body should be undertaken except with express approval of the Principal & Chief Executive. POLICIES All staff have an obligation to comply with the statutory duties relating to Section 75 of the Northern Ireland Act 1998 and will be required to contribute to the implementation of the College’s Equality Scheme drawn up in accordance with this legislation. The North West Regional College as a public authority is committed to the promotion of Equality of Opportunity in accordance with the Northern Ireland Act 1998 Section 75. The College is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. Smoking is only permitted in designated areas in which smoking bins are located. This document can be made available in a range of formats, please contact HR Services with your requirements. ESSENTIAL CRITERIA Applicants must, at the closing date for receipt of application forms: Criteria 1 Have at least a Level 4 qualification in any discipline. Criteria 2 Demonstrate on the application form, by providing personal and specific examples, at least 2 years employment experience providing administrative support in an administrative role including experience engaging with stakeholders. Criteria 3 Have a current driving licence and access to a car. Applicants with a disability (as defined in the Disability Discrimination Act 1995) who have been prevented from obtaining a driving licence due to their disability are eligible to apply. Applicants should note that the above criteria are the minimum requirements only and may be enhanced at the discretion of the shortlisting panel. DESIRABLE CRITERIA Criteria 4 Demonstrate on the application form, by providing personal and specific examples, experience of writing financial bids. The qualifications referred to above must be recognised and approved by DfE. Applicants with a disability who meet all the essential criteria for the post will automatically be offered an interview.

HR Administrator

Summary of Key Responsibilities: To provide a professional and confidential administrative service for all aspects of the Human Resources function in accordance with the NIFRS HR policy framework, employment legislation, HR best practice and Data Protection legislation. This includes support for Resourcing, Business Partnering and Equality, Diversity and Inclusion functions in regards to contracts, procurement, and monthly reporting. Ensure on a daily basis that all administrative duties within the Employee Services section are efficiently and effectively carried out and to collaborate with colleagues to ensure that constantly changing tight deadlines and conflicting priorities are met. To provide guidance and support to managers and staff at all levels, in employee services issues, including clarifying terms and conditions in line with legislation, policy and NJC Conditions (Green, Grey and Gold book). To maintain an up to date knowledge of developments across a broad range of HR-related activity to include changes to regulations, legislation and national/local terms and conditions of employment. To produce a range of general correspondence in line with NIFRS policies across the service and ensure relevant electronic and paper records are filed accurately and on a timely basis in line with GDPR and Record Retention Policies. To ensure electronic systems, databases and spreadsheets used by HR (for example PAMS, Pharos, MIS) are maintained accurately and on a timely basis to support the People and Culture Directorate. To ensure all computerised and manual employee records are up to date and accurate and to liaise with departments such as Establishment Office, Payroll and IT regarding changes. To update and maintain employee records and databases to include Paternity, Maternity, Flexible Working, Career Break, Miscellaneous Leave, Agency Workers, Leavers etc. (this list is not exhaustive) to ensure they are maintained in accordance with legislation and departmental/NIFRS policy. Accurately prepare and issue paperwork relating to maternity, paternity and shared parental leave etc. (this list is not exhaustive). To administer and monitor the probationary review process working with relevant departmental managers ensuring relevant paperwork is completed and properly recorded, and that employees are written to. Support and process the monthly HR/Payroll administration and adhere to all necessary timescales and deadlines. Ensure the accurate completion of payroll instructions for the Payroll Teams. Complete the accurate monthly checking process alongside the Payroll Teams. Ensure Payroll are notified of all changes to staff terms and conditions and act on management instructions and staff requests in a timely fashion. Enter all fit notes received within NIFRS onto the HR Information Systems. To assist with updating and ensuring accurate employee sickness absence records are available on the HR systems. To manage the calculation and completion of administration processes for leave accrual/entitlement and final exit processes, within absolute deadlines, to support the payroll function. Manage annual leave queries from staff and managers. Issue annual leave sheets to all support staff, including those staff that join part way through the annual leave year. Coordinating the end of year carry over process in accordance with current policy arrangements. Source suitable agency workers as required for all areas of the organisation using the agreed frameworks. Support the Resourcing Team by issuing job notifications to employees who are absent from work through sickness, career break, maternity, secondment etc. Support the Resourcing Team by supervising assessments for candidates participating in recruitment exercises ensuring a positive experience. Establish and maintain appropriate filing systems. Provide HR administrative support to the HR Directorate while maintaining a high level of confidentiality and professional service at all times. Maintain the HR database, ensuring data integrity and that records are accurate, up to date and regular audits are undertaken. To oversee an effective record management process within the HR Office. This includes accurately processing employee information on IT Systems as well as ensuring other record management systems are updated correctly and in a timely manner. Monitor and maintain multiple HR inboxes responding to queries in a professional and approachable manner. Following up on routine correspondence, ensuring all queries are dealt with promptly or escalated where appropriate. Receive and deal appropriately with general HR enquiries, correspondence, telephone calls and visitors, and escalate matters to the appropriate HR functional area or HR Manager, if required. To provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion. To issue Staff Identification (ID) cards in line with policy in order to maintain the required level of security, and identification of NIFRS employees to other staff or members of the community. Ensure office supplies are adequate by monitoring stock levels and raising electronic requisitions in a timely manner. Serve as a note taker for a range of HR meetings within the People and Culture Directorate as and when required. To provide accurate and timely HRM updates, produce reports and statistics as required by management, committees and external agencies e.g. board reports, employment surveys and any other relevant reports. To provide information to assist HR Management in the preparation of responses to complaints, Freedom of Information requests, Data Protection requests, Ministerial, Parliamentary or NI Assembly questions. To demonstrate a structured team approach to achieving the objectives of the People and Culture Directorate generally and Employee Services specifically, through full flexibility in relation to tasks undertaken. To assist the HR Manager for Resourcing and Employee Services to implement any internal or external audit recommendations. Fully contribute to the performance of the People and Culture Directorate to ensure key performance indicators for the Directorate are achieved. To support and assist the HR Directorate as required with HR related events. To adhere to NIFRS Procurement Policy and Procedure, ensuring that requisitions are raised and approved in a timely and accurate manner. To attend meetings and participate in training relevant to the work of HR generally and Employee Services in particular. To maintain an up to date knowledge of organisational policies and procedures impacting on HR activity at both a corporate and local level. Governance, Data & Information Assurance Develop and maintain a sound knowledge and understanding of relevant legislation, terms and conditions, policies and procedures and processes applicable to NIFRS. Advise relevant internal and external stakeholders, as required, on applicable legislation, policies and processes. Responsibility for the delivery of a high level of professional customer service when handling sensitive personal information/data while ensuring that the requirements of the General Data Protection Regulation (GDPR) are met. Maintaining the records management framework of relevant records including electronic and manual retention and disposal in line with GDPR and Record Retention Policies. Provide accurate and timely ad-hoc HR management information in an appropriate format for reporting to management. Provide accurate and timely HR information for external release, as requested under Freedom of Information, Assembly Questions by legal representatives and Statutory Bodies. Provide accurate and timely HR information as requested by other Departments for review and quality assurance e.g. Management and Finance. Systems and Service Improvement Assist in the management of HR Information Systems and ensure that they are functioning correctly and where necessary identify issues, log faults and consult with the relevant line manager, system provider and IT. Assist with maintaining up to date Management Information Systems through timely and accurate multi-source data input and capture. Engage proactively by assisting with the migration of existing HR Information Systems into new software systems and processes. Proactively identify and propose improvements to HR processes, with a focus on streamlining operations. People Management Maintain good working relationships with Employee Services colleagues and within the wider HR department and with all other internal departments and external agencies. Provide and participate in the training of existing and new staff on all relevant legislation, policies, processes and procedures and the general running of the office. General Responsibilities To contribute to the achievement of NIFRS’s purpose, values and strategic directions. Promote and comply with all NIFRS frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance. Participate in the performance appraisal system. Participate in NIFRS developments by attending internal and external meetings and training programmes as required. Take responsibility for personal ongoing learning and development, in order to maximise potential and continue to meet the demands of the post. Ensure all information concerning staff must be held in the strictest confidence and may not be divulged to any unauthorised person. Ensure continued and effective working relationships with key internal and external stakeholders. To undertake duties in such a way as to enhance and protect the reputation and public profile of the NIFRS. To direct and signpost managers and staff to the appropriate source for issues outside the remit of this post. This includes providing cover for service areas other than that initially assigned. To undertake any other duties which may be assigned to meet organisational need and the change agenda and which are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined. Person Specification Applicants must provide evidence by the closing date for application that they meet the following essential criteria: Criteria Knowledge, Skills and Experience

Administrator

Overall Purpose of the Post: To provide administrative support to the Director of Services (DOS) office, Children’s Services Manager (CSM) as delegated and Children’s Disability Network Managers (CDNM) in relation to supporting PDS services across the region. This support will include meeting the general administrative demands of PDS, Key Performance Indicators (KPIs), Metrics, Parliamentary Questions (PQs), Complaint processing, Risk Registers, Freedom of Information (FOI) file requests and Data Subject Access Requests (DSAR) in Enable Ireland’s capacity as Lead Agency across 20 networks. • Provide PDS administrative support to the Director of Services office as required. • Provide support to the CDNMs and CSMs assigned to the region as required. • Prepare correspondence as requested, including processing of Freedom of Information and Data Subject Access Requests. • Research, collect and collate data and statistics, and prepare reports and submissions as assigned. • In line with national and local policy and in partnership with the Director of Services, CSM and CDNM, support the CDNT (Children’s Disability Network Team) in collating a Strength Needs Analysis, support training requests and organise and coordinate training for staff and other specified groups as required. Compile and update, as required, a tracker and checklist of mandatory training for record and insurance purposes. • Collate reports required for the Board of Enable Ireland and HSE in relation to children’s services for review. • Support teams in responding to PQs. • Support teams in responding to complaints and maintain a tracking system for all complaints. • With the CDNM/CSM, review accidents, incidents or potential incidents and ensure appropriate reporting and tracking. • Support teams in reviewing and updating risk registers. • Support teams in relation to Enable Ireland record management and other data processing systems including CDNTIMS. • Screen phone calls, enquiries and requests on behalf of the assigned manager and respond where appropriate. • Support designated managers in prioritising items that require urgent attention. • Support CDNT recruitment campaigns and appointments as appropriate. • Record, maintain and manage the filing system, including both soft and hard copy files. • Coordinate the storage and archiving of files in line with Enable Ireland’s Data Protection and Information Management policies. • Assist the Service Manager/CDNM to develop administration related policies and procedures to support the service. • Provide line management, supervision and guidance to administrative staff as delegated. • Plan and organise activities and resources efficiently and effectively as required. • Ensure strict compliance with health and safety standards and adhere to operational guidelines, ensuring office equipment is checked and working correctly in accordance with safety standards. • Participate in Enable Ireland in-service training days/conferences as required. • Undertake other administration tasks to support the designated manager. These vary frequently as needs arise. This description is not restrictive and the post holder may be required to carry out other duties as requested by the Director of Services or Children’s Services Manager. The post holder may be redeployed to other Enable Ireland services within the Cork area when required. To minimise exposure to breaches of GDPR, strict compliance is required in the course of carrying out the duties of this job and working with others. This will include, but is not limited to, compliance with Enable Ireland’s suite of GDPR Policies and Procedures, attending all GDPR training sessions and ensuring personal responsibility for implementing safeguards and measures as directed. Terms & Conditions Responsible to: Children’s Services Manager or designate Probation: A probationary period of 6 months applies, during which three probationary meetings will take place to review your performance and suitability for appointment. The company reserves the right to extend the probationary period on an exceptional basis if it is deemed that the extension would be in your interest. In any case, this will not exceed a period of 9 months. The probationary period may also be extended to facilitate statutory leave. Salary: The current salary scale for this post is €48,624 to €58,837 pro rata per annum. This pay scale is subject to increases in 2026 in accordance with the recent WRC agreement towards enhanced pay adjustments in Section 39 organisations. Annual Leave: Annual leave entitlement is 30 days pro rata per annum and proportionately less for less than 12 months’ service. Pension Scheme: Enable Ireland operates a contributory pension scheme which all staff may join on the earlier of 1st July or 1st January following the start date. Medical: The successful candidate will be required to undergo a medical assessment. Garda Clearance / Police Clearance: These will be required for all prospective staff who undertake relevant work or activities relating to children or vulnerable persons. Sick Pay: All periods of sickness exceeding two days must be medically certified. Weekly medical certificates are required thereafter. The Company reserves the right to have you examined by its own doctor after 3 months’ continuous sick leave. Upon completion of 6 months’ continuous service with the Company, sick pay will be as follows: full pay less social welfare for the first 13 weeks of sickness in any 12-month rolling period and half pay less social welfare for a further 13 weeks of sickness absence in the same 12-month rolling period. Redeployment: In exceptional circumstances, the organisation reserves the right to redeploy you to an alternative role that is suitable to your skills and experience. A. Qualifications & Experience • Administration, Business or other qualifications/awards relevant to the post. • A minimum of five years’ recent relevant experience working in a similar type role. B. Organisational & Professional Knowledge • Broad knowledge of the Enable Ireland organisation and the requirements of the job. • Knowledge of the ethos and model of working in Enable Ireland. • High level of proficiency and experience in Microsoft Office, in particular Word and Excel. • Excellent typing skills. • Knowledge of office management and communication systems and procedures. • Effective administration skills, with a keen eye for detail and accuracy. • Understanding of GDPR and Data Protection legislation and processes including Freedom of Information and Data Subject Access Requests. • Demonstrates a person-centred approach in all tasks. Core Competencies C. Planning and Organising of Activities and Resources • Prioritise workload and problem solve. • Excellent organisational skills. • Excellent time management skills and ability to multitask. • Strong analytical skills with good attention to detail. • Experience of database systems. • Experience of operating office systems. • Understand the importance of policies and procedures and application of same. D. Integrity and Decision Making • Respect the policies of Enable Ireland in relation to confidentiality, maintaining boundaries, dignity and respect. • Discretion and trustworthiness, as you will often be party to confidential information. • Demonstrate honesty, integrity and a strong code of ethics. • Exercise excellent judgement and decision making. • Demonstrate a reflective approach when dealing with problems. • Make decisions in a professional and ethical manner. E. Building and Maintaining Working Relationships • Excellent communication and interpersonal skills. • Excellent written skills and ability to present work clearly and effectively. • Demonstrates active listening. • Demonstrate tact and diplomacy. • Awareness of the importance of confidentiality and discretion. F. Team Working • Demonstrate a strong understanding of team working. • Be flexible and able to work effectively as part of a wider team. • Demonstrate conflict management skills. • Motivate and support colleagues. G. Special Aptitudes • Solution-focused approach. • Displays enthusiasm and motivation to work. • Demonstrates a proactive approach to overall performance. • Thinks creatively and implements solutions for everyday problems. • Flexible and adaptable to meet unprecedented demands.