Does being the first point of contact and creating a welcoming, supportive environment for clients excite you?
Are you passionate about delivering exceptional customer service and supporting the smooth running of a service that changes lives?
Do you thrive in providing high-quality administrative support and managing client referrals with precision?The Role (For more information see Role Description)
As a Service Programme Coordinator, you will be the voice of our services. Maintain a positive, supportive, engaging, and friendly single point of access for the service through the first line of contact to clients, stakeholders, and wider customers in person, virtually, and via telephone.
You will ensure there is robust admin support for the service including referral processing, triage assessments with clients, diary management, data inputting onto the service Case Management Database (CRM), communication with stakeholders and clients.
You are responsible for triaging clients, and referral management, and general admin support for our lifestyle services.
You will be the first point of contact for our clients and key stakeholders and this role will require you to be passionate about what you do as well as be a team player ensuring you lean in and support your team members where is is required.
You will be responsible for co-ordinating the administration of all things Healthy Lifestyles ranging from supporting in packaging and sending out Nicotine replacement therapy to clients if there is any absence in the team well as general administration tasks such as 6 & 12 month follow up calls to our clients who have left the service. You will be able to call up business to help engage them in our integrated lifestyle services across the UK.
Answer the phone and door in the office when required, creating a warm and welcoming atmosphere. You will also support our Business Support Admin in doing a stock order of the nicotine replacement therapy at the end of each month to ensure we are capturing what we are low of and what we need to order.
Based in Wirral office and support across all Healthy Lifestyle services & the wider ICE team.
Hours of work: Monday - Sunday 8am to 8pm. Flexible hours are required to meet the needs of the service including evening/weekend work. This will only be for certain projects from time to time.
Core hours are Monday – Friday 08:30am – 5pm where the above is not needed.
Salary: £26,227.50 per annum.
How you’ll help us change the world
More people into our services, means more people helped and more lives changed. You will be at the forefront of us making better happen by making sure our coaches have the right number of clients to make a difference.
At ICE we do so much more than create change we take positive action to enrich the lives of our team, clients, and our society, we believe in people power. We do this by making sure you can be at your best, be purposeful and fulfilled
Working together
We build close knit teams, commit ourselves to strong life balance, make sure everyone is happy and driven and supported to be your best. Just like a great family do.
Did we mention you will also receive the following?
· Strong career progression
· Loads of personal and professional development
· 28 days annual leave including bank holidays. Each full year, this will increase by 1 day up to 33 in total.
· Attractive bonuses
· Charitable and volunteer involvement
· Team get-togethers
· A career that makes better happen; you create meaningful impact every day.
ICE is one of the fastest growing #behaviourchange organisations in the country. Our entire team is committed to and passionate about improving the happiness, health, and wellbeing of people throughout the UK. We love growth.
ICE’s vision is to live in a society that is well, confident, and resilient.
We refuse to accept second best, believing that people can achieve great things. We are here to help people Make Better Happen.
We are a purpose-driven organisation; our ethos is important to us. As a team we believe in:
Whole Heartedness - passion and energy for what we do
Trust - in each other's intent to do the right thing
Be Curious and be Creative - bringing our ideas to add value to what we do.
Here is a little bit about the exciting position we have…
Are you right for this job?
· You will be based in the Wirral office each day. There may be some flexability around this.
· You can work independently and as a team.
· You are confident in working in fast-paced environment.
· You are keen to learn more and develop your own skills.
· You will coordinate diary management effectively.
· You can manage and drive software like Word, Excel PPT.
· You are a well organised person who gets inspired by building great environments for people to thrive.
· You have relationship building skills.
· Ability to segment data, specifically regarding deprivation is something you will have experience of.
· You will have technical Skills, including proficiency with Microsoft Office Programs including Outlook, Word and Excel.
· NVQ in business /IT or equivalent with 3 years general admin experience.
· Have an analytical and problem-solving mindset.
· You have the ability to prioritise competing workloads.
· Exceptional communication skills and customer service skills.
· Highly organised.
· Strong attention to detail.
· Self-Starter.
· Strong prioritisation and organisational Skills.
· Ability to handle confidential information.
· Strong record keeping skills.
· Ability to multitask and prioritise.
· A willingness to learn and develop.
What you’ll do?
- Managing the client referral process for the service – via the single point of access (telephone, email, text, virtual and face-to-face) which includes conducting triage assessments with clients including adults, pregnant women and parents/carers on behalf of their children/family via telephone, inputting data onto the service database / CRM, allocating and booking client appointments into coach diaries.
- Conducting check in calls with clients and updating the CRM.
- Supporting our Service Managers and coaches with any admin duties needed to ensure effective service delivery.
- Maintain and continue to develop efficient and effective filing and digital recording keeping using a consistent system for tracking of all service documentation.
- Manage all enquiries and requests for information alongside daily activities.
- Taking incoming referrals from a variety of sources, over the telephone, via email and through the service website referral forms. Dealing with them in a timely manner, which is critical to the service.
- Assisting with monthly data input and dealing with confidential data.
- Completing daily follow up calls and social media calls and recording actions in database.
- Pack NRT when required.
- Conducting check in calls with clients on self-care/light touch pathways.
- Following up all voicemails left and passing on messages to relevant staff members.
- Data management.
- Accurate data recording via the service CRM and wider reports as required.
- Identifying trends in service you notice.
- Supporting the Service to maximise engagement opportunities to promote the service and referrals from clients and wider stakeholders – via digital and in person activities.
- Work as part of the team to facilitate any digital or in person engagement events and activities.
- Active member of the ICE team contributing ideas, innovation and attending all team meetings and working groups.
- Supporting the wider support team at ICE where required.
- Undertake all mandatory training requirements.
- Seek ways to continuously improve the role and service delivery.
- Be flexible in your approach – supporting evening and weekend work where required in consultation with your line manager.
- Attend regular performance reviews with your line manager.
- Willing to participate in a myriad of training courses designed to help be your best in this role.
- Act at all times within the Company’s rules, policies, procedures and financial regulations
- Observe and comply with employees’ obligations under Health and Safety policy and law.
- Support a progressive approach to Equal Opportunities ensuring that the Company’s commitment to equality of opportunity in service provision and employment practices are present in any work.
- Comply with all clinical and information governance policy and procedures at all times.
- Maintain the highest standards of personal and professional integrity and conduct.
What you’ll bring
- IT literate and able to confidently use online methods of communication.
- You will also need to have a good eye for detail and be accurate with data input and reporting.
· Must be a confident communicator and have a professional telephone manner.
· Prior Office / Admin Management experience.
· Experience of managing stock control processes.
· Experience of working with a variety of professionals.
· Knowledge and awareness of customer care.
· Ability to prioritise workload and work on own initiative in a pressurised environment.
· Confident to act on own initiative with minimal supervision.
· Ability to work with and establish good working relationships at all levels with different disciplines both internal in ICE and external.
· Able to communicate appropriately with a range of people from differing backgrounds.
· Ability to demonstrate a clear understanding of Confidentiality & Equal Opportunities.
Other abilities!
- Good knowledge of 365 software and various desktop software packages like acrobat
- Advanced capabilities in Microsoft products including Teams, PowerPoint, Word, and Excel.
- Infectious enthusiasm
- Communication
- Self-starter & Generating ideas
- Team working
- Developing Self and others
- Compassion and care
- Building confidence
- Commercial acumen
- Delivering results
- Improving performance.
Only those shortlisted will be contacted. Strictly No agencies!
Job Type: Full-time
Pay: £26,227.50 per year
Benefits:
- Casual dress
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Experience:
- Administrative: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Location:
- Wirral CH41 5LH (required)
Work Location: In person
