Administrator - EU Funded Programmes (ADG2SIE14)

Contract - Fixed Term

Social Inclusion and Employment

All of Ireland

Job Details

Role Requirements

Role Requirement 1
Customer Support
 
  • Delivery of excellent levels of service to grantees/beneficiaries/implementing bodies/stakeholders and colleagues, meeting specific activity metrics and the expectations as outlined in Unit strategies.
  • Responsibility and accountability for management of all queries within agreed service level agreements (SLA’s), in a solution-focused manner.
  • Review and analyse information received from grantees/beneficiaries/implementing bodies/stakeholders and colleagues against programme rules, guidance, policies and procedures.
  • Proactively support grantees/beneficiaries/implementing bodies/stakeholders and colleagues in relation to reporting, submission of event registrations, grant applications and providing and updating information and key details.
  • Manage the organisation of seminars, conferences, and training sessions for grantees/beneficiaries/implementing bodies/stakeholders and colleagues  participation in these as required.
  • Support beneficiary groups in meeting financial and progress monitoring requirements.
  • Support management of escalated queries/risks by support officers and highlight/ escalate issues that cannot be resolved or that require management/Department attention.
  • Work with other team colleagues in the provision on-going training and support to grantees/beneficiaries/implementing bodies/stakeholders.
  • Contribute to quality improvements and simplification of processes for both internal and external customers.
  • Ensure GDPR and data controls meet required standards in all dealings with customer/ client and stakeholder communications.
  • Liaise with the Programme Administration Support Unit as required.

Role Requirement 2
Administration & Operations Support
 
  • Ensure efficient and effective processing of grant applications, appraisals and event management tasks and processes.
  • Respond to internal/external queries and information requests, as appropriate in relation to operational activities.
  • Work in collaboration with other PDU colleagues to ensure smooth and efficient upstream and downstream processes.
  • Assist in the identification and reporting of issues of risk and complete follow up activities in relation to compliance reports.
  • Ensure accuracy and integrity of information and data on My Pobal or other programme systema s appropriate and all data management functions and support any quality improvement processes in this regard.
  • Support all aspects of UAT planning and execution.
  • Develop and maintain clear, concise instruction on grants administration policies and procedures.
  • Appraise and review applications within scope  and perform verification checks and/or review of progress reports for an allocated caseload.
  • To provide admin support in the organisation and minute taking of internal management and Departmental meetings
  • Assist with the development of tools to deliver information requirements, including costing analytics, financial and statistical data and variance analysis.
  • Take responsibility for document management ensuring all programme and relevant unit files and folders are version controlled and stored in an appropriate and accessible location.

Role Requirement 3
Team Support
 
  • Monitor contact channels and systems to resolve or escalate any issues that may impact on the team’s ability to deliver services.
  • Review the work of Support Officers and provide feedback and support where required.
  • Engage in daily support and communications within the team so that all customer queries are actioned and resolved in a timely, efficient, and knowledgeable manner.
  • Act as a point of support and escalation and advise where other team members require additional assistance to manage particular stakeholder issues and requirements.
  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
  • Co-ordinate administration support within the relevant delivery unit.
  • Co-ordinate the administration support for cross-directorate programme teams.
  • Work with teammates to develop knowledge and foster a learning culture whilst continuing to develop own knowledge of programme rules, guidelines escalation paths etc.
  • Perform quality checks on team’s outputs and gather feedback to support Team colleagues in identifying trends and improve service offering.

Role Requirement 4
Service Excellence
 
  • Provide ongoing evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to customers.
  • Ensure standard responses, SOPs and training documents are kept relevant and up to date.
  • Seek to understand impacts of and adapt to change.
  • Agility to be able to assist other Team’s at busy periods to ensure appraisals and another grant work is delivered to an agreed timeframe.

Required Experience
 
  • 2/3 years minimum administration experience, preferably in a customer service environment.
  • Strong organisational skills and the capacity to review the work of colleagues.
  • Proficient in MS packages e.g. Word, Excel, Outlook, programme databases, SharePoint portals, Dynamics 365.
  • A proven customer service ethos with strong relationship building skills across business teams and external stakeholders.
  • Knowledge of workings within the community/voluntary/public sector

Qualifications
 
  • Relevant Third Level qualification (e.g. degree) is desirable

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