Programme Liaison Officer

3 weeks ago

Manchester, United Kingdom Public Sector Resourcing Full time

**Programme Liaison Officer Inside IR35**

**Contract Term: 6 Month**

**Contracting Authority: Department for Education**

**Location: Hybrid/ Manchester 2-3 days in the office**

Department for Education (DfE) is responsible for children’s services and education, including higher and further education policy, apprenticeships, and wider skills in England. We work to provide children’s services and education to ensure opportunity is equal for all, no matter what their background or family circumstances.

We require an organised Product Liaison Officer to join our friendly team.
Within this role, which sits within the Operational and Support Team in Teacher Services, you, will manage the day-to-day operation of the Becoming a Teacher Service Line support desks within the team managing our support instance and task managing support agents to carry out first line queries checking as well as ensuring that user queries are promptly and effectively responded to, keeping user needs at the heart of the team’s work. You will be the first point of escalation and link in with the relevant product teams, leading work such as support/product catch-ups.

**As a **Programme Liaison Officer **your main responsibilities would be**:

- Carry out first line support ensuring that user queries are promptly and effectively responded to, keeping user needs at the heart of the team’s work.
- Ensure all user queries are responded to within the SLAs.
- Ensure agreed Macros are used to respond unless the query is a non-standard one. Work with the team to update and review macros.
- Escalates complaints to more Head of Operations and Support team.
- Contribute to daily stand ups by flagging any complex queries or queries they wish the rest of the team to be aware of.
- Support the continuous improvement of standard responses for frequently occurring user enquiries. Maintain and improve processes for support, including any required documentation and guidance.
- Collate and review trends in queries.
- Work with support agents to help them identify and present case for service improvement recommendations.
- Flags any issues they spot with senior colleagues.
- Work with the team to keep documentation and playbooks up to date.
- Work closely with the product team to identify, prioritise and report on common and emerging issues raised by our users, so that their needs are fed into the continuous improvements of DfE services.
- Work with support agents to help them identify and present case for service improvement recommendations.
- Flag any issues they spot with senior colleagues.
- Be an active member of the team during stand-ups, team meetings, workshops, training events, etc.
- Attend all meetings when required.

**You’ll have relevant experience in the following - this must be demonstrated on your C.V**:

- Data handling.
- Ticket handling systems.
- Excellent stakeholder engagement.
- Collaborative working.
- Excellent communication skills, especially written.- Please be aware that this role can only be worked within the UK and not Overseas._

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