Overview
The Performance Administrator is responsible for collecting performance data and reports across multiple clients, contracts, and SLAs, while supporting the management, automation, and continuous improvement of internal systems.
The role is a collaborative one, that will work with colleagues to review our systems and services to identify improvements and assist with the delivery and implementation of these.
Key outcomes and responsibilities
Data & system
- Working closely with the Senior Performance Administration team to produce month-end statistical reports for clients.
- Delivering standard routine reports on a daily, weekly, and monthly basis, as well as ad hoc reports when required.
- Attending product advisory meetings with Civica to obtain and communicate ongoing system updates across the business.
- Creating, amending, and removing internal and external users within internal systems.
- Investigating and resolving upload, return, and payment file issues, including re-running files where required.
- Managing the end-to-end client onboarding process, including participation in client inception meetings.
- Supporting trace reporting and system enhancements, identifying reporting improvements and escalating findings to the Senior Performance Administrator and Head of Performance.
- Assisting the Sales team by providing client statistics and performance data ahead of meetings.
- Supporting the Bid Team with tender submissions by producing and presenting accurate statistics in a timely manner to support bid writing and new business objectives.
- Attending client inception meetings alongside the Head of Performance.
- Providing continuous support for the Systems inbox, assisting the Senior Performance Administrator while maintaining the 48-hour SLA.
- Supporting departmental objectives, including process automation and system innovation initiatives.
- Carrying out regular data cleansing and continuous improvements across internal systems.
- Contributing to end-to-end system-related projects in collaboration with the Senior Performance Administrator and Head of Performance.
Innovation & Continuous Improvement:
- Being commercially aware and able to minimise costs where possible by identifying better ways of working.
- Liaising with, and maintaining strong relationships with, our external system providers as well as working closely with projects assisting Head of Performance with any Digital & Tech related queries as part of the wider system transformation project.
Key Skills & Experience
Experience
- 12 months’ experience in a similar administrator role
- Enforcement experience and relevant system experience are desirable but not required.
Skills / attributes
- Time Management - you work well both independently and as a team and manage your own time/workload efficiently, to meet your own deadlines as well as those of others internally and externally.
- Excellent communication - you have strong written and verbal communication skills and the confidence to engage with stakeholders from all levels of the business
- Organisation - you can follow a process and stay on top of a varied and rapidly changing workload without dropping the ball. You have a strong attention to detail.
- Critical and Analytical thinking - you can quickly identify solutions to problems and have an analytical and inquisitive mindset.
Values
At Dukes, we’re committed to creating a caring, fun-loving, family culture where everyone feels valued. We actively invest in our people and offer various forms of personal and professional development and career progression through structured programs.
Our aim is for the business and our people to grow together.
At Dukes, our values are:
- Family
- Conscience
- Respect
- Pursuit of Excellence
- Service
- Trust
Benefits
Dukes benefits as standard:
Grade 1 – £26,230 per annum
- 25 days annual leave, plus bank holidays
- Mandatory office shut-down between Christmas and New Year to switch off and enjoy the festive season
- Company pension scheme
- Eye care vouchers
- Mental Health Champions and free counselling available to support your wellbeing
- Employee Benefits Platform offering hundreds of discounts and offers
- Social events throughout the year
- Company Sick Pay Scheme
- Workplace Mental Health initiative
- A certified Great Place To Work®
- Free secure on-site parking
- Employee Benefits Platform offering hundreds of discounts and offers
- Great links for the motorway, train stations and bus stops
Pay: £26,230.00 per year
Benefits:
- Company events
- Company pension
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
Application question(s):
- Do you have any active IVA's, CCJ's, or outstanding unpaid debts?
Work Location: In person
