Programme Coordinator

Fexco Managed Services are currently recruiting for a Programme Coordinator to join the SEAI team on a full-time, fixed-term contract for maternity leave cover. This role will be based in our office in Cahersiveen, Co. Kerry. However, remote/hybrid options are also available.

This role requires a candidate with strong organisational and excellent communication skills. Through effective management you will ensure the agreed programme milestones, objectives & targets between the client and the contact centre are achieved. You will drive opportunities for Continuous Improvement and work proactively and seamlessly with both the Fexco operations team and the wider programme teams within SEAI.

Main Responsibilities:Programme Subject Matter Expert

• Build knowledge of programme processes and systems by engaging with SEAI, peers & CSRs to become the subject matter expert of programmes you work on

Process Management

• Document and maintain all processes for the programme, including version control, and available to all stakeholders in the process directory.
• Ensure all processes are easy to follow and understand, i.e. include screenshots and details on how to navigate programme specific systems etc.
• Maintain a robust Knowledge Management System for the programme

Continuous Improvement

• Be proactive in your approach to continuous improvement by analysing programme issues and finding solutions, and collaborating with Fexco and SEAI.
• Drive business process improvements - Are there internal or external processes that can be improved? Digitalise processes where possible and remove manual input
• Get feedback from CSR’s completing processes to identify inefficiencies, areas for improvement, common sources of error, or long Average Handling Times (AHT).

Change Management

• Promote change management with SEAI, ensuring SEAI are raising CR’s when a change is requested or taking place
• When a CR is raised for your programme, you become the change owner, adding regular updates, documenting & completing actions, updating relevant stakeholders etc. (take direction from Change Manager)

CRM Case Management

• Take ownership of the relevant programme coordinator dashboard, providing clarity to CSR’s on queries via cases or calls (as the programme SME you are the first point of contact for programme queries)
• Take ownership of difficult cases until resolution, where customers are dissatisfied or have requested an escalation, providing a response directly to the customer or escalating to SEAI for a response.
• Identify repeat queries being escalated to understand if there is a gap in training or further training is needed for some CSR’s (linking to Continuous improvement)

Complaints & Appeals Handling 

• Follow the SEAI customer charter when handling complaints & appeals, assisting the resolutions team when required, and ensuring the quality of the cases are correct.

Reporting/Analysis

• Report daily & weekly programme figures internally to Operations
• Complete Monthly Business Review (MBR) slides for the previous month – includes payment figures, challenges & highlights, work completed & in progress, analysis of programme activities & trends
• Present at MBR’s and/or regular meetings with the client, remaining professional and balancing Fexco and SEAI’s interests

CSR Training Support

• Supporting CSR on boarding with an introduction to the programme and specific admin processes
• Supporting with CSR training of new or updated processes (linked to change management)

Working with Operations

• Highlight the health of the programme to Operations that they need to be aware of for workload planning.
• Keeping Ops informed as early as possible of system downtime, payment run dates, adhoc activities that may drive calls and increase activity for CSRs etc.
• Complete quality checks for admin or payment processes to ensure CSRs are complying with correct process and procedure to drive and maintain quality standards. Provide feedback to team leaders on same.

Competencies Required:

• Ability to work in a fast paced environment
• Work on own initiative
• Solutions focused
• Target driven
• Excellent attention to detail
• Flexibility to work across different programmes, to ensure continuity of service
• Build & maintain strong relationships with internal & external stakeholders
• Approachable & helpful to peers & CSRs
• Keep team updated on requirements
• Communicate technical information to non-technical audience
• Provide and accept feedback
• Understanding quality/GDPR compliance