Programme Co-ordinator

We are looking for passionate and driven people who want to join our Devon-based team to work closely with the service lead and engagement lead to support our service. You will be the voice of the service and support with referral processing, data monitoring, analysis and reporting, data inputting and service engagement needs with sub-contractors, partners and stakeholders.

You will provide programme support to the Senior Leadership Teams in to ensure effective management of the services contracts.

Maintains a positive and friendly single point of access for the services through first line of contact to clients, stakeholders, and wider customers in person, online, and via telephone.

You will be responsible in supporting triaging clients, and referral management, as well as general admin support for the Stop smoking service.

You will deliver the Swap to Stop Co-ordination as part of the overall service co-ordination.

This role is based in Devon.

The role is ideally suited to someone with excellent people skills who is used to interacting with and assisting clients daily via telephone and responding to referrals from Health Care Professionals via email and online.

The role is ideally suited to people with strong communication skills and those who are passionate about making a difference to people's lives on a daily basis., · Managing the client referral process for the service - via the single point of access (telephone, email, text, virtual and face to face) which includes conducting short assessments with clients via telephone, inputting data onto the service database / CRM, allocating and booking client appointments into coach diaries.

· Supporting Stop smoking Advisors with any admin duties needed to ensure effective service delivery.

· Maintain and continue to develop efficient and effective filing and digital recording keeping using a consistent system for tracking of all service documentation.

· Manage all enquiries and requests for information alongside daily activities.

· Taking incoming referrals from a variety of sources, over the telephone, via email and through the company website/CRM. Dealing with them in a timely manner, which is critical to the service.

· Assisting with monthly data input and dealing with confidential data

· Completing daily follow up calls and social media calls and recording actions in database.

· Following up all voicemails left and passing on messages to relevant staff members.

· Data management.

· Identifying trends in service you notice.

· Supporting the Senior Leadership Team and coaches to maximise engagement opportunities to promote the service and referrals from clients and wider stakeholders - via digital and in person activities.

· Work as part of the team to facilitate any digital or in person engagement events and activities.

· Active member of the HLS team contributing ideas, innovation and attending all team meetings and working groups

· Undertake all mandatory training requirements.

· Seek ways to continuously improve the role and service delivery.

· Be flexible in your approach - supporting evening and weekend work where required in consultation with your line manager.

· Attend regular performance reviews with your line manager.

· Willing to participate in a myriad of training courses designed to help be your best in this role.

The S2S Co-ordination will lead the 'swap to stop' scheme until March 2025 when it expires. This scheme allows people across our communities to access a 'light touch' pathway where SFLD will need to provide E-cigarettes to clients and collect 4-week outcomes.

· To contact all clients accessing swap to stop scheme and log outcomes/refer into typical pathway.

· To oversee Swap to Stop scheme, partnerships and data collation.

· To support Service lead with data analysis for the service.

· To create and maintain relationships with key stakeholders of the swap to stop scheme and integrate this where possible with service development and engagement.

· There will also be some additional data related responsibilities alongside this role to support the Service Manager

Essential existing skills/experience

· You will need to be an independent self-starter, flexible and driven by engagement, outcomes and service management.

· You will have exceptional communication skills.

· You will live in the Devon area to be able to travel and work daily in Devon.

· You will own a car and be able to drive to other offices if required.

· You will be hungry to develop yourself, whilst making sure our clients have the best possible experience from their first interaction with you., · A good knowledge of the Devon area.

· NVQ in business /IT or equivalent with 3 years general admin experience.

· You will be a people-person, someone who is fantastic at building rapport with clients.

· Experience of working within a social care or health environment.

· Ability to prioritise workload and work on own initiative in a pressurised environment.

· Confident to act on own initiative with minimal supervision.

· Ability to work with and establish good working relationships at all levels with different disciplines both internal in ICE and external.

· Will be a confident communicator and have a professional telephone manner.

· Knowledge and confidence working on Microsoft Office Programs including Outlook, Word and Excel.

· You are resilient and driven by the desire to support people to be the best they can be.

· Full training will be provided during on boarding.

· Experience in using Zoom, Microsoft Teams and other digital platforms.

ICE is one of the fastest growing behaviour change organisations in the UK. We bring courage, energy, and ambition to equip & enable more organisations & people to move our world forward. To grow our significance as a leading behaviour change practice. By energising organisations & people to find the clarity, courage, & commitment needed to realise their full purpose & potential.

Bring passion and energy to our work, our colleagues and ourselves.

• Be ready to work hard and give 100%


• Be your true self - bring your energy, enthusiasm, and full commitment to everything you do. Be a powerful inspiration for others.


• Recognise celebrate and share successes and celebrate and share success.


• Show you care, support your teammates when they need it and listen to them without judgement.


• Treat people with respect.


Trust

Trust and intent to do the right thing.

• Do the right thing. Ask yourself "did I do my best today?"


• Take ownership - do what you say you are going to do. If you notice something is not right or could be done better, take responsibility to find a resolution - don't think "that's not my job."


• Have courage to be honest with yourself and others about what you can and can't do. Reach out for support if you need it.


Being Curious and Creative

Bringing our ideas to add value to what we do.

• Explore ideas that are creative, unusual, not limited or controlled by rules or assumptions to bring new ideas and solutions.


• Share ideas, challenge, experiment and be open minded.


• Be curious, ask yourself, "what is it I don't understand about this?"


• Try something new, make bold decisions - be brave - step outside your comfort zone and don't be afraid to make mistakes - mistakes are opportunities to learn.


• Share learnings and welcome learnings from others.