2. / Reports to: / Director of Enterprise
3. / Service name: / Enterprise
4. / Location: / Postholder will be based in Charter House, Watford, but travel to other Enterprise sites will be required
5. / Job purpose:
The YMCA provides a range of social housing, sports, health & wellbeing, children’s services, youth and community activities within Hertfordshire, Bedfordshire and Buckinghamshire for the benefit of local people and communities. With a turnover exceeding £9 million and over 250 staff, the YMCA is committed to making a difference in the local area through the services it delivers and the partner organisations it works with.
The primary focus of the Administrator role is providing timely, efficient and high quality administration and information support, and ensuring a high quality and discrete service to Enterprise clients and management team. The post holder is expected to plan and prioritise their own workload, to ensure key deadlines are met and ensure all administration requirements run efficiently.
The key elements of the post are to:
a)Work closely with the Centre Managers to provide administrative support to the Enterprise Centres.
b)Maintain management information on behalf of the Centres, usingthe various CRM systems.
c)Ensure excellent Customer Service when dealing with customer queries, debt collection or administration needs, whilst maintaining discretion and confidentiality towards all users.
d)Work towards and achieve the agreed Key Performance Indicators and performance objectives and ensure a high level of service is provided at all times
6. / Main duties:
The post holder’s main duties will include:
Administration and operations
a)Provide all administrative support needed for the Enterprise Centres, including data entry, CRM Management and record keeping, the composing of letters, documents and reports
b)Co-ordination of Block bookers including being the main point of contact, debt chasing, invoicing and communicating any issues to Managers
c)Administer the RTP and DD Cancellation lists
d)Manage member debt lists contacting members and chasing any debt and removal of members from system ahead of month end reporting
e)Cross check membership forms ensuring set up on the system correctly and paper work is filed correctly
f)Filing and archiving of appropriate paperwork
g)Cashbook administration of payments identifying any issues and reporting to Centre Managers
h)Running of relevant reports to ensure CRM management is always up to date including – members set to cash/ members without DD / non-member debt
i)Reporting on sleepers and removing as agreed with Director of Enterprise
j)Attending meetings and taking minutes as delegated.
k)Complete KPI information monthly as requested
Health & Safety and Safeguarding:
a)Be aware of and comply with policies and procedures relating to Safeguarding; Health and Safety; Confidentiality and Data Protection and report all concerns to the appropriate person.
General:
a)Participate in meetings and team development activities as appropriate – you will be required to travel to attend meetings.
b)Provide other general administration support as requested by Director of Enterprise
c)Achieving performance objectives set by the Director of Enterprise
d)Maintain strict confidentiality at all times
e)Follow the One YMCA guidelines regarding confidentiality of personal information of any members or users of the facility
f)Ensure One YMCA policies and procedures are adhered to at all times
7. / Scope and accountability:
Activities: / As set out above
Staff: / No
Stakeholders: / Yes - Members, users, local authorities
Budgets: / No
Assets: / No
8. / Key working relationships:
Internal: / a)Colleagues
External: / a)Service Users
b)Local partners, other organisations and agencies as required
9. / Key competencies
a)Meeting customer needs and being able to continually improve our services to make sure customers and stakeholders receive an excellent services,
b)Behaving ethically and professionally within the role and taking steps to learn and develop over the course of employment and achieving high levels of performance in self and others,
c)Making sure that the One YMCA delivers its priorities, manages relationships and risks as well as using resources appropriately to deliver success,
d)Working effectively with others, opening and collaboratively, valuing their differences and creating a working environment which helps achieve goals.
10. / Limits of authority:
The post holder will:
a)Comply with the health & safety policy and associated procedures
11. / Resources managed:
Information resources and supplies of consumables
12. / General:
The responsibilities contained within this job description are indicative, but not exhaustive. As the role develops, the requirements of the post may change. Therefore, the post is subject to review in discussion with the post holder.The post holder may be required to undertake other duties from time to time as the Director of Enterprisemay reasonably require which are commensurate with the grade of the post.
The post holder shall comply with One YMCA policies and procedures and ensure that appropriate actions and reporting protocols are followed at all times.
The post holder shall attend regular staff or other related meetings.
An Enhanced Disclosure is required for this position.
13. / Approval: / February 2018
KNOWLEDGE, QUALIFICATIONS & EXPERIENCE / Essential / Desirable
Knowledge and experience ofadministration and ideally level 2 qualification (level 3 is desirable) / √
Good understanding of the principles of customer centred service provision and experience of working in a customer focused environment / √
IT literate with a good working knowledge and understanding of Microsoft Office, in particular Word, Excel and Outlook / √
Working knowledge of Microsoft Office Publisher or willing to acquire / √
Good database skills and confidence to produce standard and tailored reports (training in the specialist database will be provided) / √
Good standard of numeracy in order to process data accurately / √
High standard of literacy in order to draft communications and produce reports / √
ABILITY, SKILLS & COMPETENCES / Essential / Desirable
An excellent, clear and friendly telephone manner and ability to build effective relationships / √
Well organised, able to plan, prioritise and co-ordinate work / √
Good data analysis and reporting skills and ability to apply these to service performance monitoring / √
Able to work under own initiative and proactive approach to problem solving / √
Team player with flexible approach and ability to work with constructively with change / √
Good communication skills and the ability to impart relevant information whilst maintaining confidentiality / √
Able to meet customers’ needs and ensure that they receive an excellent service / √
Non-judgemental and understanding of the diverse needs of Enterprise members and customers / √
Able to work effectively with others openly and collaboratively and value their differences. / √
PERSONAL QUALITIES / Essential / Desirable
Able to maintain complete discretion in the handling of confidential information / √
Willingness to undertake training and development appropriate to the role / √
Commitment to valuing equality and diversity and understanding of how this applies to own area of work / √
Able to respect the Christian ethos of the YMCA and uphold its values / √
Willingness to adjust working hours to meet operational needs, this may involve some evening and weekend working / √
Full driving licence and suitably insured car available for use during working hours / √
Able to work at other Enterprise Centres if required / √
One YMCAEnterprise Administrator
Job Description – CHW211February 2018