Keep delivery moving. Support customers. Get the detail right.
PeoplePlus is recruiting for a Central Operations Administrator to support the delivery of the Jobs Guarantee programme across Wales and Scotland
We are looking for an organised, accurate and customer-focused Central Operations Administrator to join our team and provide high-quality administrative and customer support that keeps programme delivery running smoothly.
This is a remote working role
As part of the Central Operations team, you'll play an important role in making sure administrative processes, systems and communications are delivered accurately and on time. You'll handle customer enquiries, process changes, maintain accurate records and work with colleagues, employers, Jobcentre Plus and delivery partners to resolve queries and keep activity moving.
You'll be working across a range of CRM and IT systems, handling personal and sensitive information and supporting the wider programme through accurate data, reporting, claims and administrative processes.
What you'll be doing
· Handle inbound calls and customer enquiries in a professional, helpful and responsive way.
· Listen carefully to customers' needs and quickly identify the right information or support they require.
· Support customers to access and use online tools, content and programme services.
· Process customer-related tasks and changes accurately and within required timescales.
· Carry out administration across multiple CRM and IT systems, ensuring records and information are accurate and up to date.
· Update internal management information and external customer systems where required.
· Meet agreed inbound and outbound call targets, supporting lead processing, customer queries and programme starts.
· Work closely with Operational Management, funders, employers, delivery partners and internal colleagues to resolve queries and keep programme activity on track.
· Liaise regularly with customers and Jobcentre Plus, ensuring enquiries and requests are handled promptly and appropriately.
· Book and manage appointments, coordinating diaries across delivery colleagues and partners.
· Validate claims, invoices and supporting evidence from employers, partners and suppliers, ensuring payments and reconciliations are accurate and completed within contractual timescales.
· Submit accurate notifications, returns and other information to funders within required deadlines.
· Provide accurate data and administrative support for management information and contract reporting.
· Handle personal and sensitive information responsibly and in line with UK GDPR and organisational policies.
· Follow internal and external governance processes, highlighting any concerns or potential issues promptly.
· Work with colleagues across the organisation to problem-solve, resolve queries and deliver a positive customer experience.
· Identify opportunities to improve processes, systems and ways of working.
· Take responsibility for maintaining high standards of accuracy, confidentiality and service across all administrative activity.
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· Experience in administration, customer service, operations support or a similar high-volume environment.
· Strong organisational skills and a methodical approach, with excellent attention to detail.
· Experience of handling customer enquiries by telephone and other communication channels in a professional and helpful manner.
· Confidence using CRM systems, databases and other IT systems, with the ability to learn new systems quickly.
· The ability to manage personal and sensitive information appropriately and understand the importance of confidentiality and data protection.
· Experience of working with data, management information, records or reporting, with a strong focus on accuracy.
· The ability to work under pressure, prioritise competing demands and adapt to changing situations.
· A proactive approach to problem-solving, with the confidence to work with colleagues and stakeholders to resolve issues.
· Strong communication skills, with the ability to build positive relationships with customers, employers, Jobcentre Plus, delivery partners and internal teams.
· A genuine interest in improving processes and finding more effective ways of working.
· High levels of personal accountability, professionalism and integrity.
· The ability to work accurately in a fast-paced, high-volume environment while maintaining a high standard of customer service.
· A collaborative approach and willingness to support colleagues across the wider programme.
The important bit -- location and travel
This is a home-based role supporting Jobs Guarantee delivery across Wales and Scotland
You'll need to:
· Be comfortable working with colleagues, customers, employers, Jobcentre Plus and delivery partners across a geographically dispersed programme.
· Be confident working independently from home while maintaining strong communication with the wider Central Operations team.
How we'll measure success
Success in this role will be measured through:
· Accurate and timely completion of administrative and customer-related tasks.
· High-quality customer service and effective handling of inbound and outbound enquiries.
· Achievement of agreed call, activity and processing targets.
· Accurate and up-to-date CRM, customer, MI and contract records.
· Claims, invoices, reconciliations, notifications and returns processed accurately and within contractual timescales.
· Effective coordination of appointments, diaries and communications across delivery teams and partners.
· Appropriate handling and protection of personal and sensitive information.
· Consistent compliance with governance, contractual, data protection and organisational requirements.
· Positive and effective relationships with customers, employers, Jobcentre Plus, delivery partners and internal colleagues.
· Early identification and resolution of issues, with concerns escalated appropriately.
· A proactive contribution to process improvement and more efficient ways of working.
· Reliable administrative support that helps the wider Jobs Guarantee programme deliver positive outcomes for participants across Wales and Scotland.
