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Top job
Coram Family and Childcare
WC1N, London
£37,000 per year
Coram Family and Childcare is a small and strongly committed team who are passionate about the work we do.
Page 8 of 65
Job description

Job Description

Job Title: Interim Inspiring Governance Programmes Customer Services Administration Assistant (0.6 FTE preferably Monday, Tuesday and Wednesday)

Reports to: Head of Governance Programmes, Matching and Customer Services

Location: Quantum House, 22 – 24 Red Lion Court, Fleet Street, EC4A 3EB

Purpose: The Charity delivers two Governance recruitment programmes; one for the Department for Education and one for the Education and Training Foundation. Both programmes recruit skilled volunteers to become school governors through working with employers and professional networks and match them to opportunities within schools and Further Education (FE) providers through an online technology platform.

The Inspiring Governance Customer Services Administration Assistant is responsible for a range of tasks to support the successful day to day running of the service, supporting multi-school recruiters with successful registration and responding to enquiries, together with delivering various administrative tasks.   

Remuneration: £19k (includes London allowance) per annum pro rata

Appointment Terms: Preferable immediate start. Contract to 31 March 2020 with possible option to extend for a further year

Working Hours: 0900 – 1700hrs with one hours lunch break

Additional Terms: 30 days paid holiday, pro-rata.

Application Process: CV and statement addressing each part of the Personal Specification criteria

Education & Employers Charity

Education and Employers is a national charity that was launched in 2009 with the aim of ‘ensuring that every school and college has an effective partnership with employers to provide its young people with the inspiration, motivation, knowledge, skills and opportunities they need to help them achieve their potential and so to secure the UK’s future prosperity’. The charity works to achieve this by working in close partnership with leading national bodies representing schools, colleges and employers.

The Charity runs several volunteer programmes in addition to Inspiring Governance ; Inspiring the Future, Inspiring Women and Primary Futures uses a bespoke match-making technology which connects state schools and colleges with employers and people from the world of work.

The charity also undertakes research on education and employer engagement. Our pioneering research has led the way in improving the quantity, quality and relevance of research into employer engagement in education and is now quoted through government policy and by other key practitioners.

Governance Programmes

Education and Employers is the lead contractor for two governance programmes:

  1. The Inspiring Governance Service recruits skilled volunteers across England and matches them (via the technology Platform) to identified board vacancies. The programme is delivered with the National Governance Association, who provide training and support to those placed into governance roles. A regional team works across England to recruit volunteers (primarily working with business and professional networks and large employers) and generate interest from recruiters to register their vacancies with the programme. The programme is delivered for, and funded by, the Department for Education and will initially be delivered over a 4-year period from September 2016.
  2. The Inspiring Further Education (FE) programme recruits skilled volunteers across England and matches them (via the technology Platform) to identified board vacancies. Board vacancies for FE are more akin to Non-Executive Director roles and from this programme perspective at this stage are primarily from Further Education Colleges but can also be with other smaller further education providers (such as adult further education providers). The programme is delivered for, and funded by, the Education and Training Foundation and has run since April 2017, initially on a one-year contract which has been renewed for a further year until March 2019.

The Governance programmes are delivered by a team made up of London based and regional staff.

This is an exciting time to join Education and Employers as the charity has recently reached its tenth anniversary and has ambitious plans for the future. As well as an opportunity to join a friendly team you can be involved in making a huge difference to the future of young people.

Please scroll down for specific details on how to apply

Job Description

Working closely with the Inspiring Governance Programmes Project Coordinator and the Head of Governance Programmes Matching and Customer Service (who will provide overall direction for this area of work), the role will be responsible for delivering day to day support to recruiters and volunteers, assisting them with their registrations and day to day enquiries in addition to undertaking daily administrative tasks associated with the Governance programmes as appropriate.

In the role you will be expected to:

  • Deliver a range of customer care processes that support recruiters on a day to day basis, including ensuring that they are registered correctly and responding to any enquiries they may have. This will include large volumes of emails and telephone enquiries
  • Liaising with V.I.P Volunteers, helping them find a suitable governor position 
  • Undertaking other day to day governance programmes administrative tasks as appropriate
  • Completing daily tasks to support wider Volunteers in the London area, helping them to find a suitable position
  • Ensuring data is clean and up to date

Key Accountabilities

Day to Day Delivery of the Multi-School Recruitment Process 

  • To undertake daily the processes that underpin the recruitment of governors for those recruiting for a number of Multiple Academy Trusts, Dioceses and Local Authorities.

Activities include:

  • Working closely with the Inspiring Governance Programmes Coordinator and Head of Governance Programmes, Matching and Customer Care to support a variety of users recruiting governors for multiple schools;
  • Responding to multi-school recruiter enquiries;
  • Undertaking administrative tasks via the Salesforce CRM and ensuring all communication is logged onto Salesforce;
  • Providing ongoing support to ensure the right volunteers are contacted and placed into schools.
  • Continually delivering customer care to Recruiters and Volunteers and supporting them with technical and operational queries
  • Using customer care experience to build strong relationships with multi school recruiters; communicating effectively and efficiently (via phone, email), keeping them informed of progress, and supporting them with any difficulties they might be having;
  • To communicate effectively and efficiently (via phone, email and in person where applicable) with the Inspiring Governance Regional team (five Regional Managers) who work daily with multi-school recruiters in their regions.

Day to Day Delivery of the Recruiter and Volunteer Recruitment Process 

  • Using Customer Relationship Management (CRM) software, undertake daily processes that underpin and enhance activity around the recruitment of governors. Activities include:  
    • Working closely with the Inspiring Governance Programmes Coordinator and Head of Governance Programmes, Matching and Customer Care to support a variety of users recruiting governors;
    • Respond to Bespoke Matching requests from daily reports and creating strategies to support the recruitment of governors
    • Providing ongoing support to ensure the right volunteers are contacted and placed into schools.
    • Responding to Regional Enquiries creating new process where appropriate
    • Undertaking administrative tasks via the Salesforce CRM and ensuring all communication is logged onto Salesforce
    • Continually delivering customer care to Recruiters and Volunteers and supporting them with technical and operational queries
  • To communicate effectively and efficiently (via phone, email) with schools and other recruiters, keeping them informed of progress, and supporting them with any difficulties they might be having; updating the Inspiring Governance Regional team (four Regional Managers) who work daily with recruiters in their regions if appropriate
  • From reports pro-actively source new recruiters and sign them up to the Inspiring Governance Portal and assist them in creating new Vacancies if required

Support the Match Data Process for the Inspiring Governance Programme

  • To support the match data process by manually collecting information and addresses of volunteers matched into governance roles, confirming that information is correct before it is forwarded on to the NGA and suggesting any improvements to the system

Undertaking Day to Day Governance Programmes Administrative Tasks  

  • Including:
    • To provide daily support managing internal and external enquiries about all aspects of the Inspiring Governance service (including incoming phone calls and emails);
    • To provide support in relation to documentation of enquiries and processes, suggesting improvements where appropriate;
    • To provide support and improvements with the internal process that supports recruiters who cannot find suitable volunteers;
    • To provide administrative support where needed;
    • Liaise with other Inspiring Governance programmes team members, and wider Education and Employers staff as appropriate;  
  • To undertake data audit work including providing support with data cleaning activities and ensuring data on the Platform is up to date (including for example chasing volunteers with incomplete profiles, ensuring matches are recorded accurately etc.);
  • Producing the weekly team meeting agenda and organise room bookings;
  • To provide weekly reports to the Inspiring Governance Programmes Coordinator as appropriate on all work tasks
  • Creating and updating and suggesting enhancements to user documentation to be used internally and externally, along with supporting policies and procedures for team development
  • To facilitate the flow of communications between Volunteers and Recruiters for Single and Multi-Schools, school governance/trustee board members

Generic tasks

  • General enquiry management of phone calls received for the charity’s other campaigns and programmes and any other tasks that may be deemed appropriate

How to apply:

Person specification – Please address the below items in your supporting statement for the sections Skills Required, Attainment and Knowledge. Please make your statement no longer than two sides of A4.

Criteria

Essential

Desirable

Skills Required

  • Demonstratable experience of working within a busy office environment
  • Previous experience of working in a customer / contact or support service role,
  • Outstanding customer service and telephone manner, including handling large volumes of email enquiries and complaints and dealing with difficult calls
  • Administrative experience with the ability to multitask and mange time effectively
  • Excellent standard of English, written and oral communication skills – Interview and Test
  • Experience of using a CRM database, MS Word, Excel and Outlook
  • Ability to troubleshoot using information within an online system
  • Excellent attention to details, especially when entering data
  • Understanding of GDPR within a customer service setting
  • Experience of working in a charity environment or knowledge the not for profit sector
  • Experience of working in a sale or target driven environment
  • Knowledge or Salesforce CRM or other comparative online databases

Attainment

  • Good level of education

Knowledge

  • Knowledge of service delivery and factors that contribute to ‘a good service experience’ for ‘the customer’
  • Knowledge of equal opportunities and diversity
  • Knowledge of performance indicators and working within these, such as within a recruitment role
  • Knowledge around the role of school governance 

Relevant Experience

  • Experience of delivering a good customer experience

Personal Attributes

  • Flexible with the ability to anticipate requirements and act to provide workable solutions to deliver what recruiters and volunteers need from the service
  • Confident communicator who is perceptive to understanding needs/requests and able to action and prioritise these
  • Calm and patient when dealing with a range of people
  • Ability to work as a team player as well as autonomously towards targets
  • Ability to work some evenings and weekends to support events
  • Occasional travel to support events, some with overnight stays
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More about Education and Employers Charity
About
Education and Employers Charity

Our mission is to provide young people with the inspiration and motivation they need to achieve their potential, and so secure the UK&r... Read more

Refreshed on: 13 November 2019
Closing date: 24 November 2019
Tags: Advice, Information,Governance

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