Contract Type
Fixed Term Full Time
Fexco Managed Services are currently recruiting for a Programme Coordinator to join the SEAI team on a full time, 12-month fixed term contract. 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. As a Programme Coordinator for the SEAI contract, your main purpose is to support and manager the registration process across various programmes. 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.
Programme Subject Matter Expert
- Build knowledge of programme processes and systems by engaging with SEAI, peers & CSRs
Process Management
- Document and maintain all processes for the programme
- Ensure all processes are available to CSRs
- Ensure all process documents include details on how to navigate programme specific systems
- Ensure all processes are easy to follow and understand, i.e. are there screenshots included etc.
- Ensure all process documents are version controlled and in the process directory and available to all relevant stakeholders
- Maintain a robust Knowledge Management System for the programme
Continuous Improvement
- Be proactive in your approach to continuous improvement finding solutions
- Drive business process improvements - Are there internal or external processes that can be improved? Digitalise processes where possible and remove manual input
- Get feedback from CSR’s completing processes to identify inefficiencies, areas for improvement, or common sources of error
- Work collaboratively with SEAI, and other Fexco stakeholders, to drive continuous improvement initiatives through to completion
- Identify processes with long Average Handling Times (AHTs) to see if they can be made more efficient
- Identify system improvements that could made to digitalise processes
- Analyse programme issues and come up with solutions
Change Management
- Promote change management with SEAI, ensuring SEAI are raising CR’s 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 actions, updating relevant stakeholders etc. (take direction from Project & Change Manager)
CRM Case Management
- Take ownership of T2 dashboard, providing clarity to CSR’s on queries via cases or calls (as the programme SME you are the first point of contact for programme queries)
- Take ownership of difficult cases until resolution, where customers are dissatisfied or have requested an escalation, providing a response directly to the customer or escalating to T3 for a response.
- Escalating cases to SEAI through the T3 dashboard
- Identify repeat queries coming to T2 to understand if there is a gap in training or further training is needed for some CSR’s (linking to Continuous improvement)
Complaints & Appeals Handling
- Follow the SEAI customer charter when handling complaints & appeals
- Ensure all complaint & appeal cases are logged correctly. i.e. correct case type, correct category, no matter what email queue they have been received through
Reporting / Analysis
- Report daily & weekly programme figures internally to Operations
- Complete Monthly Business Review (MBR) slides monthly for the previous month – includes payment figures, challenges & highlights, work completed & in progress, analysis of programme activities & trends
- Present at MBR’s and/or regular meetings with the client, remaining professional and balancing Fexco and SEAI’s interests
CSR Training Support
- Supporting CSR on boarding with an introduction to the programme and specific admin processes
- Supporting with CSR training of new or updated processes
Working with Operations
- Highlight the health of the programme to Operations that they need to be aware of for workload planning.
- Keeping Ops informed as early as possible of system downtime, payment run dates, adhoc activities that may drive calls and increase activity for CSRs etc.
- Complete quality checks for admin or payment processes to ensure CSRs are complying with correct process and procedure to drive and maintain quality standards. Provide feedback to team leaders on same.
- Cycle planning, if relevant – planning workload required throughout cycle of programme so Operations have resources available when required (would include but not limited to arranging meetings with Ops)
Programme Coordinator Skills
Ability to work in fast paced environment
- Excellent attention to detail
- Flexibility to work across different programmes, to ensure continuity of service
Communication
- Build & maintain strong relationships with internal & external stakeholders
- Approachable & helpful to peers & CSRs
- Keep team updated on requirements
- Communicate technical information to 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 required 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.
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
