Grants Systems Contact Manager
Engineering and Physical Sciences Research Council
The Engineering and Physical Sciences Research Council (EPSRC) is the main UK Government agency for funding research and postgraduate training in Engineering and the Physical Sciences, investing approximately £850 million a year.
About the role
We are currently recruiting for a Grants Systems Contact Manager to help ensure our external support helpdesk (Je-S) and the people and contact database repository (CDR) teams maximise service delivery through high performance, meeting targets and positively improving customer satisfaction.
In this role you will provide support by effectively managing the resources, activities and output of both teams through the management of a number of Je-S helpdesk specialists and the contact transactional team members. In doing so you will:
take responsibility for the efficient delivery of service delivery transactional processing as part of updating contact activities and ensure that performance of all agreed performance indicators (PI) are met and exceeded whilst also ensuring all enquiries and activities are allocated and managed in timely resolutions
ensure a high level of customer satisfaction performed through our external facing helpdesk.
effectively manage the Je-S HelpDesk and contact data teams
ensure all required documentation in support of processing is in place and up to date e.g. Standard Operating Procedures (SOPs) and or Business Rules
ensure necessary checks and controls are in place to meet Service Level Agreements (SLAs) and performance indicators
liaise with colleagues on system issues affecting our external user community
liaise professionally with internal and external customers to ensure timely resolution of questions, queries and issues
role model a drive for high customer satisfaction, good communications and managing expectations
drive continuous improvement through feedback of issues and trend analysis
provide support where appropriate to the Systems Support manager to whom this role reports.
You must be educated to A level or equivalent or have relevant experience working in a similar and customer facing role.
You must be aware of the Data Protection regulations (GDPR).
Have a good level of understanding with data and data analysis.
You should ideally hold the Institute of Customer Services qualification or similar.
You should have a strong understanding of the Je-S external portal/Siebel back office systems as well as an understanding of the basic end to end Grants processes.
EPSRC are offering you a benefits package which includes a generous pension, 30 days annual leave plus privilege days and bank holidays, flexible working hours, a corporate leisure card, cycle to work scheme and private health screening.
How to apply
Please note, when you click apply you will be directed through to our TopCareers.jobs website where you will be asked to complete the application process.
Closing date for this vacancy is 18th March 2018.