Support and Services Specialist

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Job description

Job Title: Administrator

Salary: €40,778 per annum

Role Purpose:

We are seeking a dedicated Administrator to deliver exceptional service to our customers and colleagues. This role involves understanding and exceeding their needs and expectations in a professional, courteous, and respectful manner. You will manage all customer and stakeholder queries, ensuring compliance with service level agreements and metrics.

Key Responsibilities:

Customer Support:

  • Deliver outstanding customer service, meeting activity metrics and unit strategy expectations.
  • Manage customer queries within agreed SLAs, providing solution-focused responses.
  • Analyse customer information against program rules, policies, and procedures.
  • Proactively assist customers with reporting, registration submissions, grant applications, and information updates.
  • Organize and participate in seminars, conferences, and training sessions for beneficiaries and implementing bodies.
  • Manage escalated queries and risks, providing support and guidance to Support Officers.

Administration & Operations Support:

  • Ensure efficient processing of grant applications, registrations, and payments.
  • Support financial administration, including payment generation and reviewing financial reports.
  • Identify and report risks, following up on compliance reports.
  • Maintain accurate data management and support quality improvement processes.
  • Develop clear instructions on grants administration policies and procedures.
  • Analyse budget and expenditure reports for compliance.
  • Manage Programme Portals (Front End) and CRM (backend).

Team Support:

  • Monitor contact channels and resolve or escalate issues affecting service delivery.
  • Review and support the work of Support Officers.
  • Ensure timely and efficient resolution of customer queries.
  • Provide support and escalation assistance to team members.
  • Perform quality checks on team outputs and provide feedback for service improvement.

Service Excellence:

  • Evaluate and improve processes and procedures for efficiency and customer service.
  • Keep standard responses, SOPs, and training documents updated.
  • Adapt to change and assist other teams during busy periods to meet deadlines.

Required Experience:

  • Minimum 2 years of experience in financial administration, preferably in a customer service environment.
  • Strong organizational skills and the ability to review colleagues’ work.
  • Proficient in MS Office (Word, Excel, Outlook), CAD, program databases, and SharePoint portals.
  • Strong customer service ethos with excellent relationship-building skills.
  • Knowledge of the community, voluntary, or public sector is beneficial.

Join our client team to make a difference in delivering service excellence and supporting social inclusion and employment initiatives

Consultant

Daisy Golding

Daisy Golding

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