Business Manager LBS-010

To assist the Business Manager with the support function to deliver an efficient and high quality support service in relation to all technical support tasks on Planning Applications; Land Charges and local authority search matters; Street Naming and Numbering; Planning Enforcement; Corporate Enquiries and Financial Support.

Assist in the review of building control application agreements and viability assessments to ensure full income recovery.

PRINCIPAL ACCOUNTABILITIES

1. To register and provide technical support functions on all planning applications, pre applications, planning appeals, enforcement notices, land charges searches and statutory consultation meeting agreed quality standards with a constant awareness of the risk (to the Council) of providing incorrect or incomplete information.

2. To update the planning register and the land registry datasets in relation to all relevant documents received in connection with planning applications, enforcement, appeals, conservation area and listed building designations.

3. To give technical information and advice by phone or in writing relating to technical policies and procedures, identifying and seeking additional information from correspondents and responding to queries raised by customers in liaison with professional officers, as necessary.

4. To be responsible for the day to day collection of fees associated with the work of the planning division and ensure the efficient and timely reconciliation and banking of such fees.

5. Co-ordinate all the administrative arrangements in liaison with case officers, team leaders, managers and constitutional support officers in preparing for planning committee, sub-committee and design and review panel meetings.

6. Develop information systems to ensure that the activities of the planning service are comprehensively monitored, the information analysed, key performance indicators recognised and instigate corrective action, reporting exceptions to senior management on a regular basis.

7. Co-ordinate team responses on iCasework (corporate complaints management system), Member, Ombudsman enquiries and complaints in order to provide an excellent customer service ensuring deadlines are consistently applied.

8. Deal directly with complaints and enquiries requiring routine/semi routine technical planning and land charges information and advice. Identify and seek additional information and issue responses.

9. Assist in team performance management to ensure that excellent customer care is provided in terms of meeting targets on correspondence, telephone answering, pre-application enquiries and monitoring team customer care performance.

10. Work with case officers, managers and the Departmental Finance Team in collecting PPA income and viability recharges using the Uniform/SAP systems.

11. Deliver training on relevant computer software systems especially local land charges including providing advice and assistance to its users.

12. Coordinate business support to managers in setting up, inducting and training of new staff and processing of leavers.

13. Supervise technical support officers to ensure an efficient and high quality support service on Building Control Applications; local authority search matters; dangerous structures, Corporate Enquiries and Financial Support.

JOB CONTEXT / REPORTING to :

The post is part of the Planning Division, which is part of the Environment, Neighbourhoods and Growth department of Southwark Council, and sits within the Building Control Service. Southwark is a central London borough which is changing rapidly being at the centre of a dynamic world city. The council is committed to regeneration and is promoting major changes in many parts of the borough to tackle problems of multiple deprivation, increase opportunity and promote sustainable development. The building control service provides the statutory and strategic context for building control along with carrying out administration and surveying tasks for applications. The post holder presents the public face of the Service and interfaces with Councillors and members of the public regarding building control applications.

The post holder reports to the Business Support Manager.

The post holder will assist in collecting and monitoring the service income from fees and charges., Processing collection of fees and payments to maximise fee income and other financial obligations
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Aptitudes, Skills & Competencies
Presents ideas in a well-structured format and in a manner appropriate to the context and the audience. Able to create a clear brief for action where required.
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Constantly strives to achieve customer satisfaction. Is sensitive to the needs of internal and external customers.
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Demands a strong customer focus from all staff. Recognises the business importance of customer satisfaction.
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Committed to providing high standards of quality service to the Council's customers.
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Looks for continuous improvement to meet ongoing requirements.
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An understanding of the Council's approach to equality and human rights across the Council and delivery within specific areas of responsibility.
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Demonstrates flexibility and a willingness to challenge accepted or established practices and structures within appropriate limits.
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Has specialist knowledge of building control and appreciates the processes in delivering the statutory planning service in a local planning authority.
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Possesses the ability to provide support and guidance to skilled staff in technical matters that may be outside the post holder's detailed area of expertise.
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Ability to provide support and guidance to staff in technical matters that may be outside the post holder's detailed area of expertise.
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Ability to deal with conflict in challenging situations, and working in a fast paced environment.
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Looks for continuous improvement to meet ongoing requirements and ability to respond positively to change.
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Special Conditions of Recruitment
The post holder must be prepared to work flexible hours to meet the requirements of the job.

The person specification is a picture of skills, knowledge and experience required to carry out the job., Substantial experience of working in a business support role in a town planning division of a city context with a minimum of 2 years
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Substantial experience of managing complex administrative processes
to planned deadlines requiring complex technical work.