JOB DESCRIPTION

JOB TITLE:PARENT SERVICES ADMINISTRATOR- Enquiries PSA

TEAM & DEPARTMENT:PSAOPERATIONS TEAM

RESPONSIBLE TO:PARENT SERVICESMANAGER

MAIN PURPOSE:

NCT wants all parents to have an experience of pregnancy, birth and early parenthood that enriches their lives and gives them confidence in being a parent.

The Parent Services Administrator will help NCT to fulfil its vision by enabling the greatest number of parents possible to find a place on an NCT course or drop-in and to encourage all those that make contact to become members of the Charity and to become involved in local branch activities.

JUDGEMENT AND DECISION MAKING

The post involves the exercise of considerable judgement and decision making, including the development of projects and appropriate consultation.

LIAISON

  • The post holder liaises with other staff, particularly Team Managers and other PSAs, and with external clients and NCT Practitioners

AUTHORITY/SUPERVISION RECEIVED

  • Four-monthly review meetings
  • Regular updates with theTeam Manager on on-going issues

MAIN RESPONSIBILITIES & DUTIES:

  1. Work as part of a team with other PSAs administering the same area to provide the best service possible to clients
  2. Provide accurate information on all available courses run within the parents’ chosen area in a professional, friendly and approachable manner and to book the course which is the best all round solution for them
  3. Keep accurate records of clients using NCT systems
  4. Facilitate branch support for courses
  5. Inform parents about branch and national NCT information and activities
  6. Encourage membership and support of NCT
  7. Provide information and give explanations of the structure and content of the courses / drop-ins to parents as requested
  8. Act as a point of contact to parents wishing to give additional feedback on the course / drop ins, and to respond appropriately and sensitively in compliance with the NCT complaints process
  9. Be aware of and adhere to all aspects of the NCT Data Protection policy, and other NCT policies
  10. Ensure clients are given the correct information on course fees, payment options and appropriate NCT policies regarding bookings
  11. To process payments and refunds in accordance with NCT accounting procedures
  12. To maintain good working relationships with all other NCT departments, particularly Enquiries and Volunteering
  13. Maintain good working relationships with branch workers and volunteers, acting as a point of contact to answer questions regarding bookings and other NCT services
  14. Work with other PSAs to coordinate services over a wider geographical area
  15. Manage own workload within the hours specified by their Team Manager and to flag up workload concerns in advance
  16. Arrange and participate in Annual AreaReview Meetings for all volunteers and practitioners in the PSA area, and to use PSA Yahoo Group to manage PSA business in between meetings
  17. Work with Team Manager and Parent Services Manager to improve performance, eliciting and acting on feedback on all aspects of work
  18. Any other duties as requested by the Parent Services Manager.

General duties of anNCT employee

  • Contribute to the effective and efficient running of NCT
  • Participate, as appropriate, in staff forums and meetings
  • Adhere to all NCT’s policies and procedures
  • Represent the NCT appropriately at all times
  • Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to NCT’s equal opportunities statement and polices
  • Carry out any reasonable work or requests from your line manager, that are within the broad remit of your role
  • To occasionally work additional hours in order to meet the requirements of your role.

PERSON SPECIFICATION

SKILLS LEVEL, KNOWLEDGE AND EXPERINECE

ESSENTIAL
  • Good communication skills (telephone enquiries, face to face meetings, electronic mail)
  • Good administration skills (keep administration system in order, all information updated)
  • Efficient workflow management skills
  • Experience of working in a process role (e.g. claims processing, order processing, scheduling – any role that involves a series of separate tasks required to serve a customer, where the process needs to be followed correctly for a successful outcome)
  • Experience of dealing with enquiries and providing accurate information
  • Experience of liaising and communicating with internal departments and external agencies
  • Ability to work on own initiative
  • Ability to develop and maintain a professional relationship with work colleagues and external agencies (branches, parents, practitioners, members etc)
  • Able to travel as the post requires to NCT branches, for conferences, training etc.

DESIRABLE

  • Knowledge of NCT and the work of our branches
  • Knowledge of NCT services and administration

QUALIFICATION

N/A

Only needs to be completed for existing employees who have a change to recruited job description.

JOB HOLDERS SIGNATUREDATE

DIRECTOR/SNR MANAGERS SIGNATUREDATE

HR MANAGER SIGNATUREDATE