Vacancy Notice: Mentoring Programme Officer (customersupport and administration)
Empowering women is the key to driving social change in developing and emerging economies. Working at the Cherie Blair Foundation for Women is an opportunity to be part of that change.
We are a fast-growing, entrepreneurial organisation with ambitious goals – to empower women entrepreneurs to make a difference in their own communities. Our team is dynamic and hard-working. We are passionate about creating a more equal world for generations to come.
We provide women in developing and emerging economies with the skills, technology, networks and access to financial services that they need to build and expand their micro, small and growing businesses, and in doing so benefit not only themselves but also their families and communities. Since it was established in 2008 the Foundation has utilised technology to deliver cutting-edge projects that have had real impact on the lives of over 140,000 women entrepreneurs in more than 100 countries around the world.
The Foundation developed itsinnovative Mentoring Women in Business Programme in 2010, combining mentoring with technology to offer cross-border support to women entrepreneurs in developing and emerging economies. We match these women with mentors from around the world and provide dedicated support as they work together online for 12 months to achieve goals that are tailored to the mentee’s needs and the mentor’s expertise. These pairs become part of a global community of committed, ambitious entrepreneurs and professionals who share knowledge through our online platform and become invested in each other’s success. The one-on-one mentoring relationship is at the heart of our programme and our model revolves around providing personalisedsupport to every single mentee and mentor.
This is a fantastic opportunity for a highly-motivated individual to help us continue to provide high-quality, personalised support to our mentees and mentors so they can make the most out of their mentoring relationships.
We are looking for someone who brings experience handling large volumes of customer support requests and has a keen interest in building their client/customer support career. The person in this role will spend every day speaking with beneficiaries, processing their cases, staffing our beneficiary “help desk” and tracking their progress through our online systems.
To succeed in this role, you will relish process-oriented work, approach repetitive and administrative tasks with positivity, thrive in a fast-paced environment, have excellent verbal communication skills and pay exceptionally close attention to detail. You must be up for processing large volumes of requests for support on a daily basis, be able to carefully track the progress of thousands of beneficiaries and hundreds of support cases, be skilled at using Excel and online databases, have an affinity for operations and enjoy working directly with mentees and mentors when their relationships need extra care.
This is a full-time role based in central London, reporting to the Manager of the Mentoring Women in Business Programme. We are looking for someone to start in the role during the week commencing 21 August 2017.
Remuneration will range from £22,000 - £24,000 per annum (pro rata) depending on experience. International travel is not part of this role.
We value diversity and welcome applications from people from all sections of the community, regardless of age, race, gender, colour, sexual orientation, disability, religion or belief.
Tasks and responsibilities may include:
- Staffing the programme’s “help desk” by processing and responding to support cases
- Providing direct support to mentees and mentors using the phone, Skype, etc.
- Helping beneficiaries understand and use mentoring techniques and tools, and ensuring they have the resources needed to build effective mentoring relationships
- Helping beneficiaries work through any challenges faced in their mentoring relationships
- Tracking hundreds of cases from the point of receipt to resolution, often with multiple touch points per case along the way
- Ensuring that all cases are dealt with in line with the programme’s intricate systems, guidelines and case-handling procedures
- Maintaining knowledge of the status of each mentoring relationship at all times, including through extensive use of an online database and Excel
- Mastering the programme’s approach to mentoring and being able to effectively instruct programme participants on how to build a successful mentoring relationship
The experience and core competencies required for this post include:
Essential
- A minimum of two years’ professional work experience
- Experience with case handling, working in a help desk or phone-based customer support
- Affinity for conducting repetitive and administrative tasks
- Experience using Excel to manage data and analyse user information
- Outstanding organisational skills
- Exceptional attention to detail and experience sorting through large volumes of information to ensure consistency and spot anomalies
- Exceptional interpersonal skills and the ability to build relationships with a wide variety of individuals in a competent, professional and timely manner
- High levels of flexibility, initiative and self-motivation
- Desire to work in an administrative/operational role
- Strong work ethic and commitment to excellence
- Strong IT skills, including proficiency in MS Office
- Strong writing, grammatical and proofreading skills in English
- Ability to work independently and pro-actively, to tight deadlines
- Ability to work efficiently and flexibly as part of a team
- A positive attitude and approach to work
- Educated to degree level in a relevant discipline
- Interest in mentoring
How to apply
Please send your CV and acover letterto by 09:00 BST on 31 July 2017. Applications will be reviewed on a rolling basis, so please apply as soon as possible.
Please tell us what you’re looking for in your next job, what you achieved in your past positions and how that relates to the work you would be carrying out in this role. Please also include information on your salary expectations and start date availability.
Candidates must have the right to work in the UK.
Due to the high volume of applications we receive, we are unable to provide feedback on individual applications. Applications without the information listed above will not be considered.
This role will be offered as a one-year contract, with the possibility of renewal.