We have an opportunity for permanent full-time Service Delivery Consultants within the Swansea Operational Hub. As a Service Delivery Consultant you will have a pivotal role in the management of the Offender Management process, including arranging inductions and appointments and ensuring all Service User contact is monitored and recorded. You will deliver an outstanding service by assisting with the coordination and administration of activities, along with receiving and processing information from a variety of sources.
As the majority of all contact will be phone based, good telephone techniques and strong oral communication skills are essential. You will have good written and keyboard skills along with as the ability to work with a range of IT systems.
Supporting service users/customers whenever possible; using discretion and local knowledge to refer them to the appropriate services and/or organisations when necessary.
Support the co-ordination of all interventions and individual/group placements to support the delivery for the front line operational teams.
Using a multi-channelled delivery approach to source and promote the relevant services available to individuals internally and externally to achieve a positive outcome.
Ensure processes are followed for the management of information and contract performance and to ensure all data is accurately captured in a timely manner and stored in accordance to contractual and legislative requirements.
Support the front line operational teams with work flow management ensuring all service level agreements are achieved.
Establish and maintain relationships with key individuals and teams across the Group as well as support external third parties and partner engagement
Work within established operational support processes and procedures including contacting service user/customers to ensure the delivery of objectives, plans and performance targets.
Maintain customer engagement as well as re-engagement to support front line operational teams with adhering to action plans, positive outcomes and where required the enforcement arrangements in accordance with service level agreements.
Ensure that company policies including Health & Safety, Safeguarding and Data Security are met at all times so service users/customers and staff are protected.
Skills and Experience
Responds to requests for information or action effectively (Essential)
Ability to use own initiative to prioritize tasks and organize workload (Essential)
Build and maintain relationships with customers/service users, colleagues and external organisations (Essential)
Ability to allocate cases effectively to the most appropriate and available case manager (Essential)
Proficient in the use of Microsoft Office Products – Outlook, Word, Excel and PowerPoint to enhance service delivery (Essential)
Ability to input data accurately and maintain effective systems (Essential)
Attention to detail (Essential)
Ability to maintain standards under pressure (Essential)
Previous administrative experience (Essential)
Customer service experience (Desirable)
Experience of working to deadlines and meeting performance targets (Essential)
Knowledge and Understanding
Contract Knowledge (desirable)
Good Understanding of Risk Management principles (desirable)
Understanding of responsibilities in relation to DPA, H&S, E&D, Safeguarding (L1) and Information Security (desirable)
A minimum of GCSE A-C in English and Math’s (or equivalent qualification) or equivalent demonstrable experience
ICT Qualification (i.e. EDCL, Intermediate Excel / Word Certificate or equivalent qualification) or equivalent demonstrable experience
A minimum of NVQ in Business Admin L2 (or equivalent qualification) or equivalent demonstrable experience
Internal: Service Delivery Administrators, Service Delivery Team Leaders, Front Line Operational and Intervention Teams, Support Service Functions,
External: Service users, Customers, National Probation Service, Third Parties and Partners Organisations
If you are interested in this role please aply using the online application by noon on 22 December, 2017