Are you passionate about helping people and delivering a quality service?
Then consider the role of Settlement Support Administrator at Reed in Partnership!
The Settlement Support Administrator is responsible for providing a first-class personalised service to our participants across our AIRE Programme. Settlement Support Administrator will work within our team which acts as the first point of contact for participants referred to our services. The Settlement Support Administrator will play a pivotal role in reviewing and processing the referrals that are sent to us.
Please note, this is a contracted role, due to end on 30/05/2025.
What is the role about?
The primary role of the Settlement Support Administrator is to monitor the various mailboxes to which the referrals are issued, check that the required details are included and query these if any clarification or changes are required and process the details to the appropriate CRM system in order to be processed by the Settlement Support Advisers.
Just some of your day-to-day responsibilities will include
Customer Service
- Maintaining the required inbound mailboxes, ensuring that referrals are received and processed in a timely manner.
- Checking referrals for the relevant and required detail, communicating any clarification, changes or questions to the relevant authority.
- Transferring the details provided in the referral to the relevant CRM, ensuring that all required fields are completed correctly and with high attention to detail.
- Ensuring all questions relating to the AIRE programme are promptly responded to either directly or via signposting to either an appropriate member of the settlement support team.
- Administration of any clerical referral processes introduced to support the delivery of DWP contracts
Attention to Detail and Data Capture
- Accurately capturing all required participant and service data and maintaining excellent database integrity, across multiple databases at all times.
- Updating daily records on daily activity, outcomes and any other performance metrics as specified by your Line Manager. Evidencing the achievement of daily, weekly and monthly performance and productivity targets across the AIRE services.
- Ensuring information transferred to our CRM is accurate and relevant systems are promptly updated.
- MI and Commissioner Reports will identify any inaccuracies that have been inputted on the CRM system; the Settlement Support Administrator will from time to time be expected to rectify these appropriately in a data cleanse activity.
What's in it for you?
A generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development and progression opportunities. You will have access to the range of Reed in Partnership benefits, which include:
- 25 days annual leave (pro-rata for part time) plus statutory bank holidays
- Reed Pension Scheme
- Award Winning Management & Leadership training
- Professional & Personal Development Funds
- Bi-annual pay reviews
- Plus much more that can be found on our website
- With the chance to dramatically make a difference to the local community, this role offers immense job satisfaction.
At Reed in Partnership, we live and breathe our values in every decision and action taken, resulting in a collaborative and enjoyable culture within our offices. Our company values - we are fair open and honest; we take ownership, and we work together.
Where possible we consider applications from candidates that require part-time hours, please discuss with your Talent Partner if this is something you require.
To be successful in this role, we are looking for someone with
Required Knowledge & Skills Attainments
- Experience of working effectively within an office-based customer service or sales environment.
- Demonstrable experience of delivering high quality customer service.
- Experience of working in a fast past, target orientated environment.
- Experience of using database systems to input data accurately in order to track the progress of participants and potential participants.
Desirable Attainments
Experience of working in a call centre environment.
Essential Criteria
- Excellent customer service skills.
- Strong verbal communication skills.
- Good influencing skills.
- Highly organised with an ability to work to set targets.
- Ability to follow processes (ensuring that referral eligibility for relevant service is assessed promptly and accurately and that required information is provided to the participant).
- Attentive to detail, ensuring all relevant data is captured accurately.
Desirable Criteria
Fluency in community languages. Community languages may include Cantonese, Mandarin, Hindi, Urdu, Punjabi, Somali, Vietnamese, Dari, Yoruba, Turkish, French, Spanish, Albanian, Arabic, Bengali, Farsi, Guajarati, Polish, Serbian and Greek (dependant on which service the Programme Support Adviser is supporting).
£24,500 to £28,500 (London Region)
£25,750 to £29,500 (Inside London)
Working Hours/Pattern:
Full-time, although we would be happy to consider applicants who are looking to work on a part time basis. If you would like to explore this further please discuss this with the talent partner for this role. Please note our ability to accommodate flexible working arrangements will vary from role to role, dependent on business requirements.