Business Support Manager

Purpose of the Job: • To manage the business support services within Boccia England, using a customer focused approach to achieve its mission and vision. • To ensure the operational effectiveness of all general administrative services, Boccia England Membership and digital services including Marketing and Communications. Key Accountabilities and Objectives Administration – Provide a high level of administrative support to the Boccia England team (40% of time to this objective) • Develop and implement systems and procedures to support the efficient operation of Boccia England and improve the service we offer to members and customers • Ensure all Boccia England policies are up to date, fit for purpose and compliant with legislation. • Run reports and analyse data as appropriate to support business leads, such as course attendance and feedback data. • Support compliance with relevant standards including health and safety requirements and data protection in conjunction with the Head of Operations. • Create a suite of standing operating procedures (SOPs) to support the team and create efficient ways of working and cost savings where appropriate. Boccia England Membership – Manage the existing membership benefits package to ensure all areas are delivered (30% of time to this objective) • Become a subject matter expert for the Boccia England membership platform. • Provide regular reports to the Senior Leadership Team and Board on membership numbers, trends and engagement rates. • Collect membership feedback to report on the current membership offer and manage satisfaction with the packages. • Support the team with initiatives to increase membership numbers and support the retention of existing or lapsed members. • Coordinate the annual membership offer to deliver the agreed benefits • Input into the annual review of the membership packages to identify improvements and deliver these where appropriate. • Deliver training to new and existing team members to maximise their use of the platform. Marketing and Communications – Work with key business leads to identify the audiences of Boccia England and create user profiles to support clear targeted communication (10% of time to this objective) • Support marketing plans and campaigns throughout the year to engage with target audiences and raise public awareness of boccia. • Ensure Boccia England are using the most effective social media platforms to reach identified target audiences. • Monitor and track impact of communication both internal and external and report on engagement. • Support inclusive communication strategies in all communication. • Collect feedback from inside the boccia community on communication methods and identify improvement areas to action these where appropriate. Digital Platforms and Technology – Responsible for overseeing the smooth running of digital platforms managed by the business support team (10% of time to this objective). • Be responsible for the Boccia England website, ensuring it is up to date, maintained and the functionality is maximised. • Provide input to the digital platform project group to support development of our digital platforms and technology. Human Resources – Provide administrative support to the Head of Operations in people related work (5% of time to this objective) • Administer HR related documentation, such as safer recruitment processes, onboarding and induction checklists and training needs surveys. • Coordinate the annual mandatory training plan for the team. • Coordinate the wellbeing newsletters and support the Head of Operations to deliver a calendar of wellbeing initiatives. • Work with the Head of Operations to support the recruitment of roles across the business, these may be paid, unpaid, volunteer, self-employed roles and create a recruitment plan with timeline where required. Commercial shop – Manage the Boccia England shop and deliver high levels of customer satisfaction and achieve income targets (5% of time to this objective) • Manage the Trading budget to realise a contribution to the overall Boccia England budget. • Manage the shop suppliers and ensure stock levels are appropriate. • Manage customer experience to achieve high levels of satisfaction and repeat business. • Complete regular reviews of products and complete market research to identify new items to sell which will benefit the boccia community and generate new income revenue streams. People Management – Line manage as and when required (time TBC). • Effective management of roles such as the Business Apprentice as and when appointed within the team. To include defining clear roles and responsibilities, clear communication; setting appropriate objectives; monitoring and reviewing performance; providing support and guidance and personal/professional development. General Requirements • Manage own workload effectively. • Be committed to continuous improvement. • Provide excellent and timely customer service with both internal and external communications. • Use and share knowledge and expertise to promote boccia and develop Boccia England. • Be an advocate for Boccia England and the sport of boccia. • Any other tasks or responsibilities as deemed appropriate by the Head of Operations which commensurate with the responsibilities of the post.