• First point of contact for participant enquires ensuring a lasting and welcoming first impression.
• Receive and process all referrals to the contract including scheduling a follow-up within the time frame of the contract requirements.
• Provide support to the service, enabling front line staff to focus on participants by managing and completing administrative and support functions.
• Host any key stakeholders’ visits or events relating to the service ensuring facilities, agenda and arrangements are well-organised and communicated to relevant parties.
• Take part in weekly team meetings with the team to allow the sharing of ideas and best practices, take minutes and disseminate in a timely manner to the team.
• Collect, collate, and disseminate management information for use in the delivery of the programme.
• Produce high level, accurate analyses, and reports of financial and management information for company and external use.
• In partnership with the Programme Manager, develop and implement quality processes for use on the programme.
• Monitor and audit data capture systems to ensure the recording of all contract performance monitoring and management information is effective to enable the production of reports, and statistics.
• Conduct evidence-based quality checks monthly and report finding to the appropriate management team.
• Maintain instructions, guidelines and procedures for staff including OEM, SOP, MAF and CRM guides.
• Support all delivery teams to maximise performance by using the CRM and MI systems effectively through training, MI analysis and feedback.
• Overseeing timeliness and quality of data inputting, supporting the IPS Service Manager to meet claim deadlines.
• Collate and process monthly claims in a timely manner ensuring all claims are accurate.
• Operate a customer focused culture to designated standards of service, ensuring customer feedback is appropriately reported.
• Train new staff on the CRM system and provide refresher training when necessary to existing staff.

Experience:

• Customer service and/or administration experience
• Demonstrable experience of successfully working to targets

Skills and Attributes:

• Excellent IT skills, including familiarity with Microsoft Office software and previous experience of working with databases.
• Excellent verbal and written skills and ability to communicate concisely and effectively.
• Demonstrable experience of providing excellent customer service skills.
• Understanding of data protection and information security.

Personal Qualities, Communicating & Relating to Others:

• Excellent interpersonal and communication skills
• Good at building relationships with both internal and external stakeholders
• Ability to use initiative when required and take a problem-solving approach to work tasks
• Ability to work well as part of a team and independently when required

Download The Job Description For Full Details.

Location:

Essex.

Home based with some travel to team meetings.

Employee Benefits

As an employee of Shaw Trust as well as positively impacting people’s lives, you will have access to the following benefits:

• 25 days annual leave per year (plus bank holidays), with incremental increases post 3 years’ service up to 28 days, and the option to purchase additional holiday
• 2 days paid volunteering leave each year
• An enhanced pension scheme after 6 months
• Life Assurance at 3 times your annual salary rate
• Access to a suite of learning and development opportunities including paid for apprenticeship and masters’ levels qualifications, and management development programmes
• Opportunities to connect with our employee diversity networks (LGBTQ+ Support Network, Racial Equality Network, Disability Equality Network, Neurodiversity Peer Support Network, Women’s Network, MANaging Network, Menopause Network Group)
• Health and Wellbeing initiatives including internal support, employee assistance programme and health cash plan
• Opportunity to request flexible working from day one

Our Strategy

To find out more about Shaw Trusts aims in our 2030 Strategic Directive available here: Vision-2030-Strategic-Directive-5-9.pdf

Join a diverse and inclusive organisation

Shaw Trust is committed to creating a diverse and inclusive working environment, where every employee, regardless of their background or lived experience, feels that they belong and can progress in their career.

In addition;

• We are proud to be certified as an employer who meets the National Equality Standard, the accepted standard for inclusiveness in business across the UK.
• We are Disability Confident Leaders, support the guaranteed interview scheme and use of the government’s Access to Work scheme.
• Living our values, we are keen to reflect the diversity of UK society at every level within our organisation.

We welcome applications from all sections of the community including from people with lived experience and/or knowledge of disability or social exclusion.

If you have accessibility requirements and/or would like further information about the role, please contact: Resourcing@shaw-trust.org.uk

Shaw Trust reserve the right to close this vacancy early if sufficient applications are received.