Workflow Administrator
| Posting date: | 15 April 2024 |
|---|---|
| Salary: | £28,000 to £33,600 per year |
| Additional salary information: | National: £28,000-£29,400; London: £32,000-£33,600 |
| Hours: | Full time |
| Closing date: | 29 April 2024 |
| Location: | Liverpool |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 345337/2 |
Summary
Part of the Home Office Analysis & Insight (HOAI) directorate, the Performance Reporting & Analysis Unit (PRAU) provides reporting and analysis of performance for the Migration & Borders (M&B) Mission and associated operational Capabilities. We support Ministers, the Executive Committee, Policy and Operational leads and other analytical functions with the management information (MI) that they need, as well as producing data for publication and other forms of external release. The Unit also provides advice and support to others in the Department on how to make best use of performance information and is leading on the transformation of MI systems and capabilities.
With the M&B Mission and Capabilities, PRAU is leading a significant technology and process transformation to enhance the way that MI services are delivered. This involves investing in three key areas as part of developing the M&B MI service: data and technology development; MI teams aligned to the Mission and Capabilities who provide MI services to the customers of MI relating to those areas; and a “hub” which provides guidance, standards, and support to MI-producing teams.
This role provides an opportunity to work in a fast-paced environment, which is inclusive by instinct, engaging with high profile business and projects to understand and support the delivery of MI requirements both short and long term. It also provides an opportunity to understand first-hand how the different parts of the Home Office, and external bodies, use and interact with key performance information.
The Workflow Administrator role aligns to the Business Analysis profession, meaning you will have a good understanding of business analysis skills and techniques. You will primarily be providing a vital link between the PRAU and their customers, demonstrating strong stakeholder management capabilities to forge strong working relationships with PRAU analysts and customers alike.
In taking up this role, in the first instance you will work closely with the Workflow Manager to provide exceptional customer service and support the establishment of a new front door portal and demand process. You will ensure that MI Requests are reviewed and triaged accurately, requiring Business Analysis excellence and coordination between Customer Facing MI Teams, MI Customers and numerous M&B stakeholders. You will oversee and manage the demand for ad-hoc requests, supporting MI Teams to ensure that repeat requests are built into MI Products where valuable.
You will also act as first-line support for the MI request process, offering customers guidance on completing the Request Form and provide customers with updates on the progress of their request through the demand process. It might be expected that you will also support customers in directing them to the relevant team when required and offering first-line fixes to common MI product issues by utilising knowledge articles and guides.
You will build and lead your stakeholder relationships, forming strong working relationships with colleagues within PRAU and elsewhere across HOAI. You will develop an understanding of the different MI Teams and their remits to ensure efficient and effective triage of requests. You will be encouraged to challenge constructively and act as a critical voice to stakeholders and delivery colleagues to achieve solutions that are fit for purpose.
PRAU is geographically spread across four primary locations (London, Liverpool, and Sheffield and Croydon). Candidates will need to agree a base location of either Croydon, Sheffield or Liverpool with a requirement for periodic attendance at other Home Office locations.
Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estates capacity, by Spring 2024. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details).
Responsibilities
Your main day-to-day responsibilities will be:
• Proactively reviewing and triaging MI requests and issues that have been submitted via the Front Door to the relevant Spoke team
• Supporting customers through the submission process as required including contacting customers to gather additional detail for requests when required
• Providing customers with a contact point for the service, offering exceptional customer service in responding to general queries and advising on how to access and submit a request via the MI Request Form
• Supporting the Workflow Manager in providing regular updates to customers to keep them informed of progress on their requests; this may be in the form of direct communications via calls/emails/Teams messages, or pulling a report from Jira and publishing on a regular cadence
• Responding to, and escalating as required, customer complaints when they are received, ensuring they are addressed swiftly and directed to the relevant resolver
• Supporting the Workflow Manager in identifying trends in customer requests to make recommendations to the Spokes on new products that should be considered
• With guidance from the Workflow Manager, directing customers to existing Vantage reports where the data they are requesting can be self-served
• Identifying repeat reports of the same issues that are submitted via the Front Door to minimise and remove duplication of effort; in those scenarios, proactive customer engagement is expected to ensure that customers are aware that the issue is under review
You will also be expected to carry out the following day-to-day activities:
• Build and maintain strong relationships with colleagues within the MI Service, particularly with Spoke and Pod Leads to ensure efficient response to customer MI requests
• Support the Workflow Manager in resolving minor issues that can be solved with a fast-fix, such as recommending data refreshes on a report