Job Type: Permanent
Hours: 37 hours per week, Monday to Friday
Salary: £30,000-35,000 per annum
About the job
Working within our service delivery division, Skylakes Psychology, you will be responsible for administering our client programmes and embedding best-in-class customer service. You will manage a small, friendly team of business support officers and be part of a service that seeks positive outcomes for children, young people and their families.
Who are we?
Skylakes Psychology is a values-driven service providing psychological advice for children, young people, and their families on behalf of public and private sector clients. We are a delivery arm of Sanctuary Personnel and share a bold passion for developing high-impact and sustainable solutions so everyone can have a brighter future.
We help organisations needing support meet their service obligations to achieve child-centred, high-quality, timely work. Our solutions are children and family-orientated, agile and accountable.
Our values:
• People – we empower and elevate ourselves and each other.
• Integrity – we do the right thing.
• Innovation – we think differently to find solutions and challenge the status quo.
• Excellence – we strive to be the best we can be.
What you’ll be doing
• Oversee the day-to-day delivery of our client programmes, ensuring accurate and timely completion of administrative tasks by the team.
• Manage the implementation of new contracts and liaise with support functions such as payroll, billing, IT, and compliance.
• Allocate resources to the programme and effectively plan, manage, and organise your time.
• Manage a team and support them to deliver their best work.
• Monitor performance against client expectations and internal standards.
• Arrange and attend contract monitoring meetings with the client to report on performance and seek feedback.
• Produce performance reports and ensure that KPIs and service objectives are met.
• Use critical thinking to solve problems and resolve any issues that arise.
• Deliver exceptional customer service and staff care.
• Strive continually to improve the service's efficiency, quality, and impact.
• Seek client feedback and hold lessons-learned debriefs.
• Supporting the management team with the wider service development and new programme launches.
• Ensure that all programmes operate in line with ISO management systems and data protection protocols.
What you’ll need
• Proven experience as an administration team leader/manager or similar position
• Able to manage and lead a team effectively
• Excellent written and oral communication skills
• Strong customer focus and commitment to their success
• Able to work effectively in a fast-paced environment and meet deadlines
• Strong IT skills and competent in using the Microsoft Office suite
• Able to handle confidential information appropriately
• Enhanced DBS check
Role Specific Competencies:
1. Customer service: apply effective interpersonal skills and problem-solving skills. Develop trusted professional relationships and understand customer needs.
2. Team management: able to lead others towards achieving a common goal by creating an environment that is conducive to high performance.
3. Communication: able to convey information and ideas clearly. Have empathy and adapt your approach to the situation and audience. Able to influence and persuade.
4. Decision making: set priorities and take ownership of issues. Make well-informed, timely and effective decisions. Analyse the evidence and evaluate options.
5. Problem solving: overcome obstacles and challenges, come up with solutions and make effective and timely decisions. Handle difficult conversations with the right mix of empathy and assertiveness.
6. Organisation and time management: coordinate tasks and activities to maximise effectiveness of your efforts and ensure deadlines are met. Able to track progress against milestones and targets.
7. Flexibility: respond positively to changes, adapt to customer needs, and persist in the face of unexpected challenges.
What we offer:
• Competitive salary, company pension and life assurance
• Opportunities for learning, development, and career advancement
• 25 days annual leave in addition to UK bank and other public holidays
• Regular company competitions and social events
• Central Ipswich office less than 10 minutes from the train station and within walking distance of the town
Equal Opportunities
We aim to be an equal opportunity employer and encourage people from all backgrounds to apply.
