Job Details
Role Requirements
Role Requirement 1: Customer Support
* Delivery of excellent levels of customer service via relevant channels.
* Administer the PEACE PLUS mailbox, SEUPB ticketing system, and phones triaging enquiries and responding or allocating to relevant team members or to support partner.
* Administer the online and in person events process for PEACE PLUS including attendance where required.
* Responsibility for customer queries within agreed Programme of Work, in a solution-focused manner. Receive, log and escalate queries and issues that require management attention.
* Review requests from beneficiaries against programme rules, guidance, policies and procedures and provide templated answers where appropriate.
* Provide team support in relation to administration of reporting, submission of registrations, grant applications and providing and updating information and key details.
* Administration support for the organisation of seminars, conferences and training sessions for beneficiaries/implementing bodies; participation in these as required.
* Contribute to quality improvements and simplification of internal administration processes.
* Adhere to GDPR and data controls for all communications.
Role Requirement 2: Team Support
* Engage in regular support and communications within the team so that queries are actioned and resolved in a timely and efficient manner.
* Provide regular updates to the relevant staff members on administration tasks.
* Act as administration support for team members and team, including attendance and minutes of meetings, circulation of documentation and liaison across other teams in Pobal.
* Support the effective administration of the PEACE Plus Change Makers Fund.
* Support other functions across other Programme Delivery Units when required and as business needs dictate.
* Support the development of knowledge through effective team communication and feedback to include standardised responses and issues to queries.
Role Requirement 3: Service Excellence
* Utilise relevant methods tools and processes to ensure service excellence.
* Participate in training/educational opportunities and provide feedback on opportunities to expand own and team skillsets.
* Engage with existing quality measures and be accountable for own performance against these.
* Provide ongoing evaluation of administration processes and procedures; suggest improvements for programme efficiencies.
Role Requirement 4: Programme Supports
* Assist with the delivery of a variety of pre-application support information and events.
* Assist with case management supports for small scale projects under each programme according to the programme of work.
* Support the integration of new technologies and innovative practices which improve operational efficiency.
* Provide programme administrative support to the team as and when required.
Required Experience
* At least 1-year administration experience, preferably in a stakeholder service environment.
* Strong organisational skills.
* Proficient in MS packages, e.g. Word, Excel, Outlook, Teams, programme databases, SharePoint portals.
* A proven customer service ethos with good relationship building skills.
* Knowledge, or the ability to acquire knowledge of the peace programmes on the Island of Ireland, including cross border and cross community work, the geography of Northern Ireland and the ROI Border Counties and an awareness of the context and relationships within the programme area.
Qualifications
* Microsoft software packages (ECDL or equivalent) to QQI Level 6 minimum required.
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