Job Title: Support Officer
We are seeking a motivated and customer-focused individual to join our team as a Support Officer. In this role, you will provide exceptional support to applicants and service providers throughout the application process for early years funding programmes.
Key Responsibilities:
* Deliver high-quality customer service, meeting defined performance metrics and our Customer Charter standards.
* Process funding applications efficiently, within agreed Service Level Agreements (SLAs).
* Guide and support applicants through the application process.
* Identify areas for improvement in service delivery and suggest operational enhancements.
* Manage applications and customer engagement through phone and case management systems, meeting Key Performance Indicators (KPIs).
* Respond to internal and external queries promptly and professionally.
* Collaborate with colleagues to ensure efficient workflows.
* Maintain accurate data records across all platforms.
* Adhere to all policies and procedures, contributing to their improvement where relevant.
Requirements:
* Previous experience in a similar role, ideally in a call centre or customer service environment.
* Excellent organisational and time-management skills.
* Proven ability to manage workload and prioritise effectively.
* Proficiency in Microsoft Office (Word, Excel, Outlook), with experience using SharePoint.
* Strong customer service orientation with excellent interpersonal skills.
* Understanding of the community, voluntary, or public sector.
Benefits:
* This is a full-time position with opportunities for professional development and growth.
* Work from home arrangement available.