Programme Support Executive- Manchester

Do you have strong customer service experience and skills?

Have you got experience of using database systems to input and track customer information?

Consider the role of a Programme Support Executive at Reed in Partnership!
We are on a mission to be the partner of choice for developing people and their communities. Reed in Partnership is a public service provider specialising in employability, wellbeing, justice, youth, refugee and asylum seeker services. Within our Reed Assessment division, where this opportunity exists, we provide trusted and assured assessment of people’s abilities.

Please note this role is a part time position, working Monday-Friday 3pm-8pm. 

What is the role about?

The Programme Support Executive is responsible for coordinating and booking essential support for candidates with specific needs and assisting customers who call the Helpline.

The Programme Support Executive will have strong customer services skills and will be required to work with multiple stakeholders, both internal and external. They will be working with multiple IT systems and will ensure that all administration including any specific KPI’s, quality standards  and all data recorded, is captured in accordance with the programme’s obligations.

Just some of your day-to-day responsibilities will include

Customer Service

• Maintaining relationships with Key Partners – e.g. DVSA, Home Office, NSA Suppliers
• Answering phone calls promptly with a professional telephone manner at all times.
• Assist Digitally Excluded Customers: Guide customers through the process of creating and managing online accounts, ensuring they can access and utilize our services effectively.
• Complaint and Query Handling: Address customer complaints and queries in a timely and professional manner, providing accurate information and solutions.
• Managing inbound and outbound calls: Manage calls from customers and make outbound calls as needed to follow up on customer issues in a professional manner, representing Reed in Partnership and all commissioners in a professional way at all times.
• Ensuring prompt and effective contact and responses to all commissioners, Reed in Partnership staff, partners, and external organisations when requested.
• Liaising with 3^rd party NSA provision to meet customer needs
• Providing support to the Test Centre Network to coordinate NSA arrangements to meet customer support needs 

Attention to Detail and Data Capture

• Capturing all required customer and programme data and maintaining excellent database integrity, across multiple databases, at all times
• Updating daily records on call activity, outcomes and any other performance metrics as specified by your line manager.
• Manage outcome of calls to ensure appropriate follow up action is taken - e.g. call back, further information required etc.
• Constant review and improvement of current operational systems, feeding back ideas to your line manager, in the first instance.
• Ensuring information is accurate on all calls and updated immediately on the correct system.
• Inputting data onto a database accurately and in a timely manner, ensuring data accuracy and integrity.

Target Orientation

• Achieving and exceeding, daily, weekly, and monthly performance and productivity targets e.g. DVSA KPIs linked to candidate wait time.
• Achieving and maintaining a high productivity rate
• Implementing plans and strategies with the aim of maximising productivity and performance.
• Sharing best practice with other Co-Members relating to performance optimisation across the business.
• Always promoting a high quality and right first-time ethos within the team.
• Continuous Learning: Stay up to date with the latest products, services, and policies by attending training sessions and seminars. 

Communication

• Communicating high quality written information with a variety of internal and external stakeholders across Reed in Partnership
• Responding to queries from internal and external stakeholders within a reasonable time frame, particularly where dictated by DVSA KPIs.
• Communicating with stakeholders in writing (where required) in a professional and appropriate manner, ensuring professional presentation at all times.
• Communicating professionally with a variety of internal and external stakeholders Reed in Partnership verbally
• Presenting information to internal and external stakeholders in an accessible format, maintaining a high quality of presentation at all times.

Office Support and Administration

• Collating together and provide periodic reports on key metrics as directed by management.
• Providing administration functions, including correspondence, database uploads, telephone calls, filing systems, maintaining records, photocopying, incoming and outgoing mail, email, etc. as required by your line manager.

What’s in it for you?

A generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development and progression opportunities. You will have access to the range of Reed in Partnership benefits, which include:

• 25 days annual leave (pro-rata for part time) plus statutory bank holidays
• Reed Pension Scheme
• Award Winning Management & Leadership training
• Professional & Personal Development Funds
• Bi-annual pay reviews
• Plus much more that can be found Here
• With the chance to dramatically make a difference to the local community, this role offers immense job satisfaction.

At Reed in Partnership, we live and breathe our values in every decision and action taken, resulting in a collaborative and enjoyable culture within our offices. Our company values – we are fair open and honest; we take ownership, and we work together.

Where possible we consider applications from candidates that require part-time hours, please discuss with your Talent Partner if this is something you require.

To be successful in this role, we are looking for someone with

Essential Attainment:

• Experience of working effectively in a team within a customer service, office-based environment.
• Demonstrable experience of delivering high quality customer service.
• Experience of working in a fast-paced environment.
• Experience of using database systems to input data and track progress of customer/potential customers.

• A minimum of 2 A-Levels or an equivalent Level 3 Diploma.
• GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification). OR achievement of a Level 2 in Literacy Assessment at interview stage.

Desirable Attainments:

• Experience of working in a call centre environment.
• Intermediate proficiency in Microsoft Excel.

Essential Criteria:

• Excellent customer service skills.
• Strong verbal communication skills.
• Good influencing skills.
• Highly organised with an ability to work to targets.
• Ability to follow processes (ensuring that referral eligibility for relevant programme is assessed appropriately and that required information is provided to Participant).
• Attentive to detail, ensuring all relevant data is captured accurately.

Diversity and Inclusion

We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity. We offer an interview to disabled candidates who meet the minimum criteria.

RinP Values

If you want to know more about our company values, and how we live these each day, please click here - Our Values | Reed in Partnership Work

Job reference: RinP08301