ADMINISTRATION AND TRAINING ASSISTANT JOB DESCRIPTION AND PERSON SPECIFICATION

Transcription

1 ADMINISTRATION AND TRAINING ASSISTANT JOB DESCRIPTION AND PERSON SPECIFICATION

2 1. Job details Job title: Administration and training assistant Responsible to: Senior consultant, NCVO Charities Evaluation Services Team: NCVO Charities Evaluation Services Department: Enterprise department 2. Job purpose To provide full administrative support to NCVO Charities Evaluation Services (NCVO CES) so they can continue to deliver high quality, effective work, and to meet and exceed income targets. Act as first point of contact for NCVO consultancy enquiries and monitor the consultancy inbox. Where appropriate, the role will pass on enquiries to other NCVO consultants to progress consulting opportunities or decline the work. The role will follow up enquiries where the need is not clear. To enable NCVO CES to work efficiently and effectively, particularly by assisting with communications, maintaining accurate data, coordinating events, meetings and diaries. To improve the consistency and coherence of the work through effective organisation and full administrative support, including assisting with project management, communications, financial administration, maintaining accurate customer and evaluation data, and co-ordinating events and meetings. 3. Dimensions The post holder will sit within the NCVO CES team. Under guidance from the senior consultant (training lead), the postholder will provide support to the team, in order to further the aims of the team (making charities more effective, and generating income for NCVO). The key dimensions of this post are as follows. 1. Administer training courses and other events, including booking venues 2. Deal with enquiries for all NCVO CES services 3. Invoicing and income/expenditure monitoring for both training and consultancy work, including monitoring bad debt 4. Market and coordinate NCVO CES training programmes 5. Manage training contracts 6. Regular maintenance and updating of our database

3 7. Monitor NCVO s consultancy enquiries and consultancy inbox 8. Discreet projects as necessary The post holder manages no staff but may be asked to task manage temporary staff. 4. Organisation chart Head of NCVO Charities Evaluation Services Senior Assistant Administration and Training Assistant

4 5. Main accountabilities of the post Full range of administrative support to the NCVO CES team, with support and guidance from the head of team and our senior consultant (training lead), in the areas outlined below. Enquiry management Act as the first point of contact for NCVO s consultancy enquiries, alongside the assistant consultant, who manages NCVO CES consultancy enquiries Act as main point of contact for NCVO CES training enquiries Ensure a high-quality customer experience for all enquirers NCVO CES training and events organisation and administration Agree training dates (via the senior consultant) and ensure they re uploaded onto the NCVO website and Salesforce Update and maintain training pages on our website Market our training and other events, including specific targeted marketing for funders and commissioners Lead on practical arrangements, eg selecting and agreeing dates, arranging venue, making up and couriering packs, housekeeping issues Manage training bookings, including invoicing Prepare all materials for training courses eg delegate packs Input training data, including all feedback forms Administer NCVO CES training contracts Liaise with our team of associates including booking them for training Allocate staff to training in consultation with the senior consultant (training lead) Book trainers travel and hotels Liaise with clients and external stakeholders Manage a small number of grants and contracts ensuring that trainer/consultants are booked in to deliver the work, and the work gets done on time Financial administration for NCVO CES training and consultancy services: Raise invoices, send them to clients and ensure they re accurately recorded Credit control chase debtors Create purchase orders Monitor and report on training income and expenditure Ensure monthly financial transactions are accurate Work with the assistant consultant to ensure all financial administration is done accurately and on time

5 Communications and marketing working closely with the membership and marketing team Track and report on the effectiveness of our communications, including web traffic and e- newsletters Manage the creation and sending out of the team s monthly e-newsletter, including collating or writing content Carry out agreed communication plan actions, including submitting quarterly digital communication plans to the digital team Ensure we maintain an active social media presence, liaising with other staff for content Maintain strong relationships with staff in other teams, looking for opportunities to market our work CRM super user group member As a member of the super user group (SUG), this role will be supported by the line manager, business intelligence group (BIG) and senior management team in dedicating time to the customer relationship management (CRM) system and supporting other users. The postholder will: train new users in the NCVO CES team or in teams where there is no current super user support team members on a daily basis, and staff across the organisation, through running drop in sessions attend and participate in the SUG share information through the CRM system across NCVO to create a more co-ordinated and holistic approach to external engagement make the commitment to undertake CRM work including championing of the CRM system and training staff and new users in their department and across NCVO establish a clear link of governance with the BIG through the CRM lead make decisions on what requests should be escalated to the BIG as per the change request process. General assistance to the team Develop and maintain administration systems, including use of NCVO s CRM system The post holder has no staff management responsibility Where time permits, provide admin support to consultants/assistant consultants on contract work, eg writing up interviews, survey set up and reports Provide administration support on to HR matters in accordance with NCVO s devolved approach to HR All other duties reasonable to this post Manage all work related contacts and projects on NCVO s CRM system

6 6. Work context Each day, millions of people make a difference to the causes they believe in through voluntary organisations and volunteering. This thriving voluntary sector and volunteer movement are essential for a better society especially in times of challenge and change. That s why, inspired and empowered by our 12,000 members, NCVO champions the voluntary sector and volunteering. We do this by connecting, representing and supporting voluntary organisations, from the smallest community groups to the largest charities. The enterprise and development department is led by the director of enterprise and development, and is of one of three departments at NCVO. It is composed of the following. Marketing and membership team NCVO Charities Evaluation Services team Volunteer centre and quality standards unit Funding central programme Sustainable funding consultant The department s objective is to help improve the performance, sustainability and contribution of voluntary organisations. It achieves this by generating sustainable income, maintaining and developing membership services and marketing. The department is also dedicated to providing high quality consultancy, support and advice, training, events, business development and collaborative ventures which meet customer needs and improve the effectiveness of both members and non-members. NCVO Charities Evaluation Services contributes to these aims by: Delivering high quality direct face-to-face consulting support to organisations Delivering people development programmes including open and tailored training The other NCVO departments are: Public policy and volunteering Planning and resources. NCVO is an Investor in People and Positive about Disabled People. 7. Autonomy and decision-making Authorised to book rooms and venues Authorised to process contracts and invoices including recommending expenditure and bad debt Authorised to order office stationery Authorised to supervise temporary staff Liaise with full range of internal and external partners, associates, colleagues

7 8. Communications This post needs good communication skills with the ability to listen and respond helpfully to members, non-members, customers and potential customers. The post holder communicates with internal and external stakeholders as follows: Internal Communicates independently with the NCVO CES team and with staff across NCVO including Team Leaders. Works across the organisation to raise awareness of NCVO CES training products and services and other relevant projects. The post also communicates with central services for room and catering bookings and with the public policy department for promoting team services and products and the marketing function. External Primary contacts are with members, non-members, customers and potential customers on a frequent basis. These will often be senior people from a wide range of voluntary and community organisations, often with very high expectations of NCVO s customer service. The post holder will support the development of material for the team training programme and co-ordinate the training sales and marketing approach. They will be responsible for ensuring a clear and consistent message is communicated and is aligned to the NCVO overall objectives and mission. 9. Main areas of difficulty Unpredictable, time pressured and diverse workload. The post holder must balance a very high number of competing tasks, many of them with very short notice and tight deadlines. The post holder needs to be particularly well organised, anticipating and mitigating upcoming deadlines. The post holder must also be skilled at liaising with colleagues to identify and negotiate the very top priorities, distinguishing important tasks from urgent ones, and fully achieving a challenging workload. The role will require early starts on days when training is running and may occasionally involve late finishes. Supporting a busy team. The CES team love their work, but have a heavy workload. The post holder will need to have a cheerful and calm manner, able to balance a can-do approach with realism about what can be achieved and when. Speed and accuracy. Almost all tasks undertaken by the role require very high levels of accuracy but need to be done rapidly. This requires high levels of sustained concentration, very high attention to detail, and highly developed systems for predicting and minimising errors.

8 Visibility and reputation. This post is often the first point of contact with NCVO for external members, non-members, customers and potential customers. As such, the post impacts upon NCVO s reputation and its ability to deliver impact and financial viability. The post must consistently deliver very high quality customer service and help drive the uptake of services. 10. Essential knowledge and skills required Knowledge 1. Educated to A level or equivalent level of writing and numeracy gained in a busy office environment 2. Knowledge of the voluntary and community sector Skills 3. Ability to work and act on own initiative, prioritise tasks and manage deadlines while working in a busy team 4. Excellent communication skills, including proof reading and editing skills, attention to detail 5. High level of computer literacy Microsoft Office and its component parts and using the web for information gathering 6. Numerate 7. Proven commitment to equal opportunities practice and behaviour 8. Excellent interpersonal skills to work with people at all levels within and external to the organisation 9. Ability to use social media and communicate digitally Experience 10. Managing/leading on training and/or event administration including logistics 11. Invoicing and monitoring income and expenditure 12. Communicating in a wide range of formats for a range of audiences 13. Producing independent written work including correspondence and short draft papers and maintaining and developing content for a website 14. Solid administrative experience 15. Use of databases like Salesforce

9 11. General information To, at all times, adhere to NCVO s policies on: Equal opportunities Diversity and dignity at work Health and safety Confidentiality No smoking Environment and sustainability