Systems Support Manager (GMS) in Forestry Commission 2022 at Bristol,England,UnitedKingdom

Website Forestry Commission

This Job Listing is about Forestry Commission in Bristol,England,UnitedKingdom 2022

About the job

Purpose of the Job

  • To provide support to external customers accessing the Grant Management System (GMS) to apply for a grant and staff using the system to administer grants – enabling the sector to create more woodland and plant more trees as part of the Nature for Climate Fund.
  • To help develop and support consistent, correct and cost-effective practice by updating (and generating, where necessary) guidance for internal and external users of the GMS.
  • Support others in developing new guidance and training for delivery of grants that are administered on GMS.
  • Work with the incentives development team, core England Tree Planting Programme (ETPP) team, Strategic Development team (SDT), Sustainable Forest Management (SFM) team, Area teams and others (including external suppliers, where required) to maintain and develop the effectiveness of GMS and our use of it. We want GMS to lower the burden on applicants and agreement holders, and on our staff, in ensuring activity can be grant-aided in a consistent and efficient way that minimises risk, duplication and error.

To be successful in this role you will need to develop and maintain excellent relationships with other external service providers and internal colleagues responsible for the development and operational delivery of GMS.

You will need to be practical, motivated and willing to provide assistance and guidance to external system users. You will therefore have well-developed customer service skills, with the ability to communicate clearly with applicants by phone and email.

Key Work Areas

  • Address system questions triaged to you by the grant administration teams and Environment Agency call centre, providing prompt and professional customer support via email or callback.
  • Help maintain the GMS issues log. Identify issues, spot patterns, and re-direct queries where necessary. Escalate queries and issues where necessary to the relevant subject matter expert.
  • Manage an assisted digital process that supports external customers to apply for a grant (paper process or assisting to use online system).
  • Help develop tools that support customers and staff processing grant applications online and help to build the confidence of staff users to allow them to answer queries themselves where appropriate.
  • Support the communications work for GMS by contributing to customer e-alerts, twitter content and lines to take for staff users; and by the timely updating of staff guidance.
  • Support staff training and external promotional activity – for example by ensuring that learning and development catalogues adequately cover new and refresher training on GMS, and by attending training days and public events as required.
  • Manage the GMS Champion Network and the channels by which internal users can request support and raise change requests for the GMS, working closely with the FS IT Service Management team.
  • Develop and communicate management information, as required, to support decision making.

Key Skills

  • Strong written and oral communication skills.
  • Friendly, approachable and enthusiastic.
  • Self-motivated and a proactive approach to work.
  • The ability to work well under pressure.

Company: Forestry Commission

Vacancy Type: Full Time 

Job Location: Bristol,England,UnitedKingdom

Application Deadline: N/A

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