Role Purpose/Summary
The role of NCS Parent Services Advisor includes:
Providing Service Excellence to our customers and colleagues by building a deep understanding of their needs, requirements and expectations and consistently meeting, managing and exceeding their expectations in a professional, courteous and respectful manner
Supporting the Parent Support Centre in resolving 1st time issues, case management, service delivery issues and system issues
Maintaining and updating SOP’s are required within Parent Support Centre
Support the delivery of services (through the Parent Support Centre) to very large volumes of parents (100,000 plus) expected to be interfacing with NCS, including:
contact centre supports to parents
processing of applications made by parents
notifications of outcomes
Quality monitoring and reporting

Key Responsibility Areas
1. Parent Support Centre
Act as the escalation point of contact NCS Parent Support Centre and NCS Scheme Admin on a day to day basis in respect of 1st time issues, service delivery issues, case management, performance issues and escalations
Ensure there is a clear understanding of the end-to-end process and any impacts or issues arising from delivery
Document and apply new policies and procedures
Ensure that any solutions or new processes applied are adaptable and meets changing requirements and contexts
Support partnership in delivery and service development
Support continuous improvement in performance and processes
Assess, address and document service queries and performance issues
2. Service Delivery Management
Assist in ensuring that clear deliverables and service standards are defined and maintained
Ensure there is a clear understanding of the end-to-end process and any impacts or issues arising from delivery
Ensure proper process and procedures are followed and applied
Apply and monitor service targets and key performance indicators
Apply analysis and assist with the generation of solutions
3. Other
Any other duties within the general requirement of this job description which may be required from time to time
Critical Competencies
Customer Service & Support – Level 3
Communication Skills – Level 3
Problem Solving & Decision Making – Level 3
Teamwork – Level 3
Attention to Detail – Level 3
Building & Maintaining Relationships – Level 3

Required Experience
1. Personal Attributes
Ability to develop professional relationships with customers and colleagues to achieve success
A structured and organised approach with the ability to prioritise and manage their workload
Demonstrate a flexible and adaptable approach to their work in fast paced demanding environment
Experience of operating consistently in a changing environment at an optimal level
Approaches their work in a professional, friendly and courteous manner
Is confident and approachable while processing the ability to be assertive as required
Enthusiastic, pragmatic and motivated in their approach with a “Can Do” attitude
2. Professional Experience
Contact Centre or administration work experience & knowledge
Strong organisational skills
Computer literacy particularly in CRM systems, SharePoint, and MS packages e.g. Excel, WORD and Outlook
An understanding of the operation of databases
3. Qualifications
Whilst experience and performance track record are key determinants, relevant qualification in project management / business management / logistics / service development and delivery is desirable.
Personal application, critical thinking and presentational capacity as represented through a third level qualification to Level 8 or higher on the National Framework of Qualifications, or equivalent, is desirable.
4. Other relevant information

Knowledge of workings of community/voluntary/public sector
Terms & Conditions of Employment
Salary
– Pobal’s Grade 2 Salary scale applies (€38,315 – €52,894)
Duration of Contract
– The contract is for a period of 12 months, subject to continuance of Government funding
Probation
– A probationary period of six months will apply
Pension
– Pobal operates a defined contribution pension scheme. Employees have access to the scheme on successful completion of their six-month probationary period
Annual Leave
– Current staff will retain their entitlement to annual leave days
Travel & Subsistence
– Travel and subsistence will be paid at public sector rates
Location of the position
– The successful candidate will be located in any Pobal office with a hybrid policy
Selection Process
Selection will involve short listing of applicants for interview based on the criteria for the position as outlined in this job description and person specification.
A panel will be created from this process for any vacancies in the next 3 months

How to apply
Please complete the application form provided the Pobal website www.pobal.ie and email a copy to recruitment@pobal.ie
The closing date for applications for this the role is close of business on 28/06/2022