Business Support Officer G4

The primary purpose of this role is to provide a reliable, high quality administrative and support service to the Children and Young People's Service.
The key objectives are to :
· Contribute to the development of the Business Support Team 'service offer', helping to professionalise and future-proof administrative and support services by participating in task-finish working groups.
· Provide high quality, consistent, efficient and effective support services within agreed (and often stretched) timescales.
· Prioritise workload in the face of competing demands and a pressurised working environment, often supporting multiple front line teams and projects.
· Maintain, update and quality assure various IT systems and records, ensuring consistency, accuracy and quality of data.
· Providing bespoke analysis reports often drawing upon a complex dataset.
· Provide high quality self-directed administrative support, checking own work and proactively looking to raise standards and improve consistency across the team.
· Provide high quality specialist support such as minute-taking to allocated meetings/Panels, ensuring that they operate in accordance with all legal and internally agreed standards and procedures.
· Be the nominated 'subject matter expert' lead for at least two appropriate corporate functions such as HR, Finance, IT, Complaints etc.
· Can deliver in a fast paced, complex project management and matrix management environment (where work is allocated by multiple task managers).

Job Context:
1. The post holder reports to: Business Support Team Leader.
2. The post holder has no line management responsibility.
3. The post holder will be required to work: As required by their line manager, up to 36 hours per week.
4. The post holder has Financial/Resources responsibility for: Inputting and processing often complex information. The post holder may also answer routine queries from staff/customers or provide analysis and reports as required.
5. The post holder is accountable for delivering support services that ensure high customer satisfaction.
6. The post holder will be required to work effectively as a member of the Business Support Team.
7. The post holder will provide specialist support to allocated meetings, ensuring that they operate in accordance with all legal and internally agreed standards and procedures. Such meetings will often be offsite and would involve travel., Key Result Area
Expected End Result
Delivers excellent customer service resulting in high customer satisfaction.
High customer satisfaction from those supported by the Business Support Team, measured through regular 360 feedback.
Is proactive and takes ownership/ accountability of certain tasks within agreed timeframes. Such tasks may include data analysis, minute-taking, project planning, risk and issue log production, and report writing.
Duties completed to the satisfaction of Business Support Team Leader and/or Task Managers within agreed timeframes.
Utilises training and capability development opportunities e.g. CCM training, minute-taking, project management, business process redesign, and time management.
Ability to learn and utilise new skills. Able to embed new learning and different ways of working. IT systems are used efficiently and effectively.
Works with colleagues in Business and Performance to reduce duplication and improve data quality.
Significantly improved data quality. A marked reduction in duplication and failure demand - no 'work-arounds'.
Demonstrates a can-do attitude and ability to prioritise own work in the face of competing demands and a pressurised working environment.
Duties completed to the satisfaction of Business Support Team Leader and/or Task Managers within agreed timeframes and quality standards.
Collects and collates data to support the team's priorities, in accordance with any agreed Information Sharing Protocols and in compliance with the Data Protection Act.
High customer satisfaction from those supported by the Business Support Team, measured through regular 360 feedback. Quality documents produced.
Contributes to continually improve levels of support by adding value to self, team and Service Area.
Demonstrates added value to assignment(s), Business Support Team, Service Area, and self.
Supports and implements continuous process improvement utilising learning from LEAN Reviews.
Consistent and efficient processes are in place, and are being adhered to across the Service Area.
Shares knowledge and good practice with colleagues including up-skilling and mentoring Business Support Assistants and other staff.
Demonstrates added value to Business Support Team and Service Area.
Supports managers in budget management and forecasting including producing finance reports, and supporting year end closedown to include accruals, creditors and debtors.
Robust and consistent budget management system in place with successful financial closedown. Accurate budget forecasting and able to use complex spreadsheets.
Supports projects and key initiatives within the Service Area and/or Business Support Team.
Projects delivered to time, cost and quality expectations. Lessons learnt embedded to ensure continuous improvement.
Has responsibility for various corporate processes including recruitment processes, FOI, establishment control, and procurement.
Robust management information systems in place with consistent, accurate processes followed. Effective recruitment.
Provides support to individual Service Managers including diary, email and meeting management, and producing documents including PowerPoint presentations and complex management reports.
High customer satisfaction from those supported by the Business Support Team, measured through regular 360 feedback. Quality documents produced.

Competency Profile

Competency
Level
Criteria to be Evidenced
Communicating openly and effectively
B
· Considers in advance the differing needs of others and adapts style accordingly, using appropriate language and methods of communication
· Communicates clearly and influences well under pressure, using a range of methods to influence others, e.g. explains benefits and willingly gives and shares relevant information with others.
· Summarises information to check understanding
· Expresses thoughts and ideas clearly and consistently and objectively discusses options
· Approachable and responsive to people's needs

Competency
Level
Criteria to be Evidenced
Respecting others
A
· Acknowledges the positive contribution that everyone can make
· Shows respect and understanding for all individuals, irrespective of gender, ethnic origin, race, disability, age, sexual orientation and religion
· Is open, ethical and honest
· Delivers what they have promised
· Generates respect and trust
· Considers impact of own actions and tries to cater for the differing needs of others
· Challenges inappropriate and discriminatory behaviour
· Escalates inappropriate behaviours and actions to the appropriate person/s
· Uses language and behaves in an appropriate way, treating others fairly and professionally.
· Respects confidentiality wherever appropriate

Competency
Level
Criteria to be Evidenced
Achieving results and success
B
· Assumes personal responsibility for achieving outcomes and making appropriate decisions and is considerate of others and their contributions
· Monitors and evaluates own performance against targets
· Develop new ways of working to achieve results
· Demonstrates high personal standards as an example to others and delivers what they agree
· Is consistently positive and remains focused and flexible when faced with competing demands and priorities
· Allocates time and resources to reflect priorities
· Seeks information to aid decision making

Competency
Level
Criteria to be Evidenced
Managing personal and organisational change
B
· Is open to new ideas and takes account of other people's points of view and ideas.
· Contributes positively to the change process and sees change as an opportunity to improve performance and customer service
· Recognises the impact of change on others and supports them through it
· Uses an awareness of the bigger picture along with common sense to interpret and implement policy
· Identifies opportunities for change
· Learns from experience and others and uses opportunities to acquire new skills and improve knowledge, This is a Business Support Officer Role in the London Borough of Havering supporting Child Protection minute taking as well as panel coordination and system updating. Successful candidates will have strong coordinating and minute taking skills and will be available to work in an office face to face potentially every working day of the week

Successes:
We have successfully recruited a number of new workers to our teams and we look forward to welcoming experienced workers to our remaining vacancies. We have a rapid turnaround on interviews.

· Excellent working knowledge of Microsoft Office software suite and other IT applications.
· Experience of dealing with correspondence for the team or service in a timely, consistent and professional manner.
· Experience of interpreting, analysing and dealing with sensitive information and data.
· Excellent experience of at least two of the following functions: HR, Finance, IT, Data Analysis, Quality Assurance, Research, Project Management and Commissioning.
· Experience of working in a complex project management environment.
· Experience of working to tight deadlines in a fast paced, results-focused environment without compromising accuracy.
· Excellent experience of administration and organisation of meetings, including writing formal minutes.
· Experience of working effectively as part of a team.
· Experience of communicating effectively with internal and external agencies by phone, email, letters and face to face.
· Experience of financial management processes including paying and reconciling invoices, and creating, updating and reconciling spreadsheets.
· Desirable to have subject matter expertise and knowledge of areas within the Service Area such as LAC, CP, MASH.

Working Conditions/Circumstances:
· To demonstrate an understanding of and commitment to Equalities and Diversity in both service delivery to the community, in relationships with colleagues and in employment practices.
· To possess a flexible approach to work to include hot-desking, matrix management and different working patterns.

n The Council has a strong commitment to achieving equality of opportunity in its services to the community and in the employment of people. It expects all employees to understand, comply with and promote its policies in their own work, and to undertake any appropriate training.
n Comply with Health and Safety Regulations associated with your employment.
n Be aware of the council's responsibilities under the Data Protection Act 1984 for the security, accuracy and relevance of all personal data held on such systems and ensure that all processes comply with this.
n To treat all information acquired through your employment, both formally and informally, in strict confidence. There are strict rules and protocols defining employees access to and use of the council's databases, any breach of which will be regarded as subject to disciplinary investigation.
n You may be required to work at any Council site.
n Demonstrate a flexible approach in the delivery of work within the service area. Consequently, the postholder may be required to perform duties not specifically identified in the job profile but which are in line with the general responsibilities of the post.
n Deal with any Safeguarding issues that might arise, in line with the Council's policies and procedures.

Rate: £17 (higher rate dependent on experience)
Work Arrangements: Hybrid
Interviews: Ongoing.
Duration: 3 months (with opportunity for extension)
Role: Admin