Honeycomb Jobs is delighted to be working with our public sector client, to recruit Business Support Co-ordinator for a 6 month temporary contract with possible extension based in Belfast.
The Client - Our quasi-public sector client is an organisation who provides safe, effective support and care to individuals who have been affected by the Troubles.
The Role - the Business Support Co-ordinator will facilitate clients' access to the organisation's services and ensure efficient call handling and a positive client experience with organisation. Duties will include but will not be limited to:
1. Proactively and innovatively engage with vulnerable and marginalised individuals.
2. Keep up to date with relevant statutory, private and voluntary sector services available to victims and survivors and their families and work to ensure pathways are seamless, responsive and mitigate against duplication of services.
3. Resolve client queries both face to face and over the telephone, acting as an escalation point for the administrative staff within the Health & Wellbeing team.
4. Identify any barriers to victims and survivors accessing the care and support they need and work with the individual and relevant agencies to remove or mitigate any adverse effect such barriers may pose.
5. Act as an escalation point for stakeholder enquiries, liaising with other agencies in a professional manner, ensuring that complex and sensitive information is communicated with empathy and reassurance and within the boundaries of Data Protection legislation.
6. Responsible for issuing relevant reports to external bodies, for example, PSNI & GP Surgeries.
7. Responsible for ensuring written communication is issued to clients in acceptable timeframes and ensuring follow up action is taken, when necessary.
8. Escalate unresolved client queries/complaints to the Health and Wellbeing Casework Officer in an acceptable timeframe whilst ensuring the client is kept informed.
9. Manage client expectations in relation to changing funding schemes and eligibility requirements.
10. Liaise with and regularly update the relevant staff members of the MIS/Payments teams resolving client related issues.
The Person
As the successful candidate you will have the following background and experience:
Essential:
11. 5 GCSEs grade A-C (or equivalent), including English Language and Mathematics.
12. A minimum of2years' practical experience in the following areas: Effectively managing complex client interactions (face-to-face/telephone) including complaints. Processing high volumes of information in line with office policies and procedures. Effectively working in a team environment. Monitoring budgets in line with business contracts. Proficient in the use of the MS office suite (including Word, Excel and Access) in a business context. A minimum of 1 year's practical experience of line management of staff.