Fexco Managed Services are currently recruiting for a Programme Coordinator to join the SEAI team on a full-time, fixed-term contract for maternity leave cover. This role will be based in our office in Cahersiveen, Co. Kerry. However, remote/hybrid options are also available.
This role requires a candidate with strong organisational and excellent communication skills. Through effective management, you will ensure the agreed programme milestones, objectives & targets between the client and the contact centre are achieved. You will drive opportunities for Continuous Improvement and work proactively and seamlessly with both the Fexco operations team and the wider programme teams within SEAI.
Main Responsibilities:
Programme Subject Matter Expert
* Build knowledge of programme processes and systems by engaging with SEAI, peers & CSRs to become the subject matter expert of programmes you work on.
Process Management
* Document and maintain all processes for the programme, including version control, and make them available to all stakeholders in the process directory.
* Ensure all processes are easy to follow and understand, including screenshots and details on how to navigate programme specific systems.
* Maintain a robust Knowledge Management System for the programme.
Continuous Improvement
* Be proactive in your approach to continuous improvement by analysing programme issues and finding solutions, and collaborating with Fexco and SEAI.
* Drive business process improvements - Identify internal or external processes that can be improved. Digitalise processes where possible and remove manual input.
* Gather feedback from CSRs completing processes to identify inefficiencies, areas for improvement, common sources of error, or long Average Handling Times (AHT).
Change Management
* Promote change management with SEAI, ensuring SEAI raises Change Requests (CRs) when a change is requested or taking place.
* When a CR is raised for your programme, you become the change owner, adding regular updates, documenting & completing actions, and updating relevant stakeholders.
CRM Case Management
* Take ownership of the relevant programme coordinator dashboard, providing clarity to CSRs on queries via cases or calls.
* Manage difficult cases until resolution, providing a response directly to the customer or escalating to SEAI for a response.
* Identify repeat queries being escalated to understand if there is a gap in training or further training is needed for some CSRs.
Complaints & Appeals Handling
* Follow the SEAI customer charter when handling complaints & appeals, assisting the resolutions team when required, and ensuring the quality of the cases are correct.
Reporting/Analysis
* Report daily & weekly programme figures internally to Operations.
* Complete Monthly Business Review (MBR) slides for the previous month – including payment figures, challenges & highlights, work completed & in progress, analysis of programme activities & trends.
* Present at MBRs and/or regular meetings with the client, remaining professional and balancing Fexco and SEAI’s interests.
CSR Training Support
* Support CSR onboarding with an introduction to the programme and specific admin processes.
* Assist with CSR training of new or updated processes.
Working with Operations
* Highlight the health of the programme to Operations for workload planning.
* Keep Ops informed as early as possible of system downtime, payment run dates, and ad-hoc activities that may drive calls and increase activity for CSRs.
* Complete quality checks for admin or payment processes to ensure CSRs comply with correct processes and procedures to maintain quality standards.
Competencies Required:
* Ability to work in a fast-paced environment.
* Work on own initiative.
* Solutions focused.
* Target driven.
* Excellent attention to detail.
* Flexibility to work across different programmes.
* Build & maintain strong relationships with internal & external stakeholders.
* Approachable & helpful to peers & CSRs.
* Keep team updated on requirements.
* Communicate technical information to a non-technical audience.
* Provide and accept feedback.
* Understanding quality/GDPR compliance.
The Programme Coordinator structure is subject to change and may require you to work on other programmes as deemed necessary for the successful delivery of the contract.
A panel may be established from this recruitment process to fill future vacancies in this role or similar positions.
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