East Midlands Chamber

REF NO. EMC16

Programme Support Officer

Ongoing (we close ongoing adverts once sufficient applications are received)

£23,000 to £25,000 per annum (dependant on qualifications, skills and experience). Pro rata for part time

Fixed term until 31 March 2025, full time or part time considered (21-35 hours per week)

Office based in Nottingham. Additional travel may be required

Apply Now

scroll down to read full details and instructions on how to apply

Overview

Why the post exists

Have you got experience providing great customer service in-person and by phone? Do you enjoy inputting data and accuracy checking? Can you multi-task in a busy office environment? If that’s you, you could be our next Programme Support Officer.

As part of the Employment Services department you will be responsible for conducting effective engagement activities with programme participants (the customer), predominantly by phone. You will also ensure that paperwork is accurately completed and appropriately recorded/uploaded for the relevant programme daily. This role is key to achieving our 100% compliance target therefore being meticulous with details, enjoying data entry and cross-checks, providing good customer service and having effective time management is essential.

In addition, this role provides office cover for a minimum of two days per week. During this time you are the first point of contact for visitors and mail, as well as providing breaks cover on other working days. You will be a professional and supportive front of house support to those who utilise the office.

The Programme Support Officer operates as a job sharer between the hours of 9am to 5pm, Monday to Friday with a one-hour unpaid break each day. At least one working day must be a Thursday or Friday. Please state in your application the preferred working pattern based on the following options, these are available subject to a suitable job share match:
– 21 hours per week over three days; or
– 28 hours per week over four days; or
– 35 hours per week over five days.

Overview

Key areas of responsibility

  • Work with new customers and carry out initial engagement activity including booking participant initial engagement meetings within contract timescales and ensuring each new participant is sign-posted to appropriate support.
  • Contract compliance checks daily on all participant records to achieve 100% accuracy against programme requirements.
  • To update the Chamber’s CRM system to ensure all SME contact details are up to date and accurate and to log engagement activities.
  • To upload the necessary contract paperwork relating to the delivery of the National Careers Service contract.
  • Conduct compliance checks daily to effectively monitor participant progress.
  • Complete all necessary paperwork compliant with the contract’s specifications.
  • Liaise across delivery teams to receive and upload paperwork in a timely manner.
  • Deal with enquiries from the participants, general public and businesses by phone or email, regarding Chamber services and contracts, in a polite and efficient manner; including the taking and delivery of messages.
  • Provide cover for the Chamber’s front of house area in Nottingham; ensuring that the role/desk (and phones on an ad-hoc basis) are covered.

For more information please click here to view the job description and person specification.

Overview

Ideally applicants will possess

  • Advice and guidance awareness training.
  • Experience of working with secure CRM systems.
  • Good working knowledge of Microsoft Office and Cloud based applications
  • Excellent attention-to-detail for data entry and checking.
  • A good understanding of barriers to work and how to manage them with the customer group.
  • Experience of working with a diverse range of needs.
  • Good use of English and Maths (verbal and written)
  • Strong organisational skills including being able to manage own time effectively.
  • Willing and able to operate as in-work cover as a fire marshal and/or first aider.
  • Dependability, reliability and be trustworthy.
  • Able to pass an enhanced criminal record check.

Benefits

What you can expect in return

#1

25 days holiday plus bank holidays each year (pro rata for part time)

#2

8% non-contributory pension scheme

#3

Wellbeing support including access to Westfield Health plan, Mental Health First Aiders, self help toolkits, discounts and more

#4

Your Birthday off plus an extra day of leave after 5 and 10 years' service

#5

Life assurance (death in service support scheme) for your beneficiaries

#6

Dress for the day policy and agile working practices (role dependent)

#7

2 CSR days to take per year (volunteering activity)

#8

Access to tax-free childcare and Bike2Work schemes

#9

Special leave for bereavement, compassionate leave & dependent related time off

#10

Learning and development opportunities

#11

Flexibility to take unpaid leave, paid study leave & special leave for territorial army

#12

Recognition and engagement schemes including our Our Stars

#13

Tax free 45p per business mile for cars (up to 10,000 miles per year)

#14

Employee social events

Company Overview

About us

East Midlands Chamber is a well-respected and award winning organisation that aims to enhance businesses and communities in Derbyshire, Leicestershire and Nottinghamshire. With more than 4,000 members, we have established a reputation as the voice of the region's economy.

How to apply

Found a great role? It’s easy to work for us. Simply follow the three steps below. If you have any questions, please get in touch.

Complete our equality, diversity and inclusivity (EDI) monitoring form here. You can learn about why we collect this information and how it is utilised in the form introduction.

Send your CV and a covering letter detailing why you believe that you will add value to the role and the Chamber to recruitment@emc-dnl.co.uk with the subject line as the vacancy reference, EMC16.

Alternatively, post your application to: FAO HR department, East Midlands Chamber, Commerce House, Millennium Way, Dunston Road, Chesterfield, S41 8ND

Applications that do not include both a CV and covering letter will not be considered.

If you’re successful at this stage, you will be invited for an interview. If you’re unsuccessful, the Chamber’s HR team will let you know by email.

First, you’ll be invited to interview onsite at one of the Chamber’s offices or virtually via Microsoft Teams (role dependant). If your interview goes well, you may invited to attend a second interview or offered the role. Some interviews might require you to compile some research or to prepare a presentation. At the end of the interview, the interviewer will confirm the timeline for next steps.

Interviews usually last around an hour with a mix of competency based interview questions, and in some cases, we might ask you to carry out some practical exercises.

Decisions will be made at each stage of the process, as we score applicants against the role criteria. If you’re successful, we will contact you to make an offer. This will be followed up in writing and a contract will be sent to you once a start date is confirmed. You will receive information on your induction and what you will do on your first day. If you have any questions, please just get in touch.

If you’re unsuccessful, we will either write to you or contact you by telephone, and if you’ve attended an interview we’re more than happy to provide feedback. You’re welcome to apply again for another role in the future.

Chamber Statement

East Midlands Chamber (Derbyshire, Nottinghamshire, Leicestershire) is an equal opportunities employer and Disability Confident Leader.

All suitably qualified people are encouraged to apply for vacancies regardless of age, disability, gender reassignment, marital status, pregnancy or maternity, race, religion or belief, sex and sexual orientation. Applicants require current eligibility to live and work in the UK, they must also disclose any unspent convictions or cautions and company director disqualifications in their covering letter. Please inform recruitment@emc-dnl.co.uk of any reasonable adjustments needed during the recruitment process. The business is dedicated to retaining talent and therefore it may decide to prioritise and support internal applicants.