Business Support Officer LBS-006

1.1 To provide general, clerical and administrative support to the Accessible Transport Team (Disabled Travel Team).
2. PRINCIPAL ACCOUNTABILITIES
2.1 Provide essential clerical and administrative support to meet the requirements of the team.
2.2 Use appropriate tools (phone, computer etc) to engage, process applications including provide decision outcomes.
2.3 To assist in processing all blue badge and freedom pass applications (new and replacement) in a timely and accurate manner and within timescales and deadlines. Highly vulnerable residents such as disabled, those with mental illnesses and elderly are the main customer base.
2.4 To assist in the investigation and response to complaints received by the Accessible Transport Team.
2.5 To carry out non-complex investigations in line with the Council's overall vision, values and strategic aims, ensuring that excellent customer service is delivered
2.6 To support the project work carried out by the teams.
2.7 To administer meetings, panel hearings and training programmes carried out by the teams.
2.8 To assist with Freedom of Information and Data Protection requests.
2.9 To assist in the identification of fraudulent use of badges and passes and assist in carrying out the work of the National Fraud Initiative.
2.10 Engage in telephone duties, face to face enquiries, and computer based correspondence with customers in a professional, whilst being appreciative of the highly emotive and sensitive service.
2.11 To interrogate the Council's systems as part of the decision process to confirm eligibility.
2.12 To maintain, continually improve and update systems including manual and computer records.
2.13 To be sensitive to the needs of our diverse local community whilst ensuring swift and appropriate action for our customers. To demonstrate empathy and professionalism at all times in an environment that can is demanding, stressful and emotionally charged.
2.14 To assist in the development, implementation and continuous review of the strategy for delivering an efficient service to the public.
2.15 To support managers in the implementation of systems, policies and processes which encourage 'right first time' service delivery.
2.16 To participate in building effective ongoing relationships with all internal service managers across the Council that promote continued improvement, service development and supports the Council's efficiency agenda.
3. JOB CONTENT
3.1 All the tasks and functions necessary to ensure that efficient general, clerical and administrative support is provided to the Accessible Transport Team.

4. JOB CONTEXT
4.1 The Council is continuing a program of modernisation and change to deliver on a number of key objectives with the aim of facilitating the Council in moving to become a modern, customer-oriented and learning organisation.
4.2 The focus for the role is continuous service improvement and both cost effectiveness and excellence in customer service.

4.3 The post holder will be required to liaise with the following:

· Vulnerable residents
· Other Customer Services Officers & Team Leaders
· The Council's customers and their third party representatives
· 3rd party service providers
· Social Services and Medical Practitioners
· Other Council departments
· Council Members/MP's
· External agencies such as auditors and DWP and enforcement agencies

5. MANAGEMENT RESPONSIBILITY
The post formally reports to the Accessible Transport Manager and has no responsibility for staff.
6. WORK COMPLEXITY/CREATIVE WORK
6.1 The post holder will need to be flexible and be able to work of their own initiative.
6.2 The post holder will organise and manage their work to ensure delivery of targets as set out by their manager.
7. CONTACTS
7.1 The post holder may be required to contact and liase with customers, councillors, contractors, managers, external bodies and the Local Government Ombudsman.
8. HEALTH AND SAFETY AT WORK ACTS
8.1 The job holder is required to take reasonable care for the safety and health of themselves and others who may be affected by their acts; and to co-ordinate with management in the promotion and maintenance of health and safety measures.
9. EQUALITY
9.1 The post holder must demonstrate commitment and enthusiasm to promote the principle of equality in employment and service delivery. The post holder must be familiar with and promote the Equality and Diversity Policy.
9.2 The post holder must promote equality in the workplace and set the tone for the behaviour between colleagues.
10. PERFORMANCE APPRAISAL AND INVESTORS IN PEOPLE
10.1 The post holder must demonstrate commitment and enthusiasm to the Council's corporate objectives of Performance appraisal and Investors in People.
11. SPECIAL CONDITIONS
11.1 The grade of the post has been set at Grade 6 using the Council's local grading scheme., Must demonstrate an understanding of the issues relating to equal opportunities in service delivery and provision, and actively promote ways of eradicating racism, sexism and other forms of negative discrimination through the Council's policies and procedures.
15.
To comply with the Council's Health & Safety Policy.

Key:
D
Desirable
I
Evaluated at interview
E
Essential
S
Shortlisting criteria
T
Subject to test

Reviewing Blue Badge and Freedom Pass application forms against a set legal criteria, with the aim to help those who qualify, obtain a pass/badge as easily as possible.
This will include general, clerical and administrative support, from ordering badges and passes on different computer systems, to supporting vulnerable customers over the phone and via email.
Excellent customer services is a must. and training will be provided.
If you are successful, you will be joining a supportive team with a hands on approach, where we thrive to be the best that we can be as individuals and as a team.
See JD for further info

11.2 Contractual hours of duty are in accordance with the needs of the service with a minimum of 36 per week.
11.3 The post holder may be required to work out of hours e.g. to attend meetings
12. CUSTOMER FOCUS
12.1 Right first time service delivery
12.2 Can do attitude and demonstrable ownership and responsibility
12.3 Passion Drive and commitment
12.4 Service delivery which is focused on the customer and shaped by putting yourself in the customers shoes
12.5 Strong communication skills and ability to communicate in a range of formats
12.6 Strong commitment to corporate working, team working and joint working with internal and external stakeholders
12.7 Flexible attitude, always prepared to go the extra mile, The post requires a good understanding of working in a business office environment., 2.
Proven and relevant experience gained in a similar role.
E I
3.
Experience in understanding and interpreting complex legislation
E S I
4.
Experience of using the full range of Microsoft Office products including Outlook, Excel, Word and PowerPoint.
E T S
5.
Experience of communicating effectively with vulnerable customers and at all levels of the organisation and in all formats.
E S I T
6.
Planning and prioritising own workloads to achieve tasks within a tight deadline.
E S I T
7.
Experience of working co-operatively within a team.
D I
SKILLS AND COMPENTENCIES
8.
A positive and proactive attitude with the ability to work on own initiative to a professional standard and quality.
E I T
9.
Ability to interpret and apply written guidelines, procedures and business rules to complex processes
E S T
10.
Excellent interpersonal and communication skills both verbally and in writing, and the ability to be tactful and diplomatic.
E S I T
11.
Ability to effectively prioritise and meet deadlines when faced with conflicting priorities
E S I T

Analytical judgement, problem solving and decision-making, skills.
E I T
12.
To be able to provide a customer focused service.
E I
13.
Ability to use computer systems including word processing, spreadsheets and databases for correspondence, reports and performance monitoring.
E S I T