Business Support Officer LBS-006

Business Support Team, Support Services
Division:
Customer & Exchequer Services
Grade:
6
Department:
Resources

Job Summary:

To provide a comprehensive support and facilitation service to the Customer & Exchequer Services division including the provision of excellent customer service at the initial point of contact for Support Services Cost of Living Team and other services that require support within the division.

To ensure the smooth running of all back office functions and support the day to day running of specifically Cost of Living enquiries but not excluding other services within Exchequer.

To support the Business Support Team Leader and provide cover when they are absent.

Principal accountabilities
1. To contribute to the smooth operation of the Exchequer Business Support Team. To lead on the provision of an excellent customer service (to both internal and external clients) as specified by the Exchequer Business Support Team Leader.

2. To provide a comprehensive support service Support Services and occasionally to all Services with in Exchequer when required. To receive and deal with all front line calls, letters and emails in a professional and efficient manner with due regard to customer care standards and the Council's Equal Opportunities policy. To provide advice and information to the general public on all Cost of Living services provided by Exchequer Services. To ensure that all Exchequer Services published communications are kept up to date and available at all times.

3. To carry out the administrative tasks associated with complaints, members enquiries, freedom of information and data access requests received for Cost of Living and if required for all other services within Exchequer Services. To ensure that services are innovative and quality driven and:

· ensuring that queries are answered comprehensively and within time
· are responsive to customers needs and service requirements
· demonstrate clear corporate direction, vision and style within the statutory framework
· achieves effectiveness and efficiency in operation

4. To provide the Business Support Team Leader with monthly and annual statistics on all areas of accountability including but not limited to formal complaints and members enquiries. Report to the Business Support Team Leader on performance and issues.

5. To maintain databases and produce reports and statistics on all enquiries. To understand all associated IT systems and train other staff in their use as necessary. Contribute to the development of new systems or improvements to existing systems and assist in the writing and updating of comprehensive procedure notes for their use. Produce written and statistical reports, using Microsoft Office suite or other appropriate software. This may be running standard reports or preparing individual reports for a specific need.

6. To carry out investigations and provide evidenced reports into customer service incidents (both internal and external) on behalf of the division.

7. To contribute to the efficient operation of the Exchequer Services, through the provision of a professional administration service. Maintain various administrative related manual or electronic systems, including corporate IT systems, spreadsheets, databases, text files and in particular the divisions EDMS. Be able to respond to queries on the corporate IT systems and be able to produce appropriate outputs, e.g. reports. To maintain appropriate records, and monitor the volume, source and nature of the enquiries to reception.

8. To be able to prioritise between conflicting demands consequent on limited resources.

9. To ensure that confidentiality and security of information is maintained at all times.

10. To act in the Council's interest at all times. To contribute to policy development within the Exchequer Services Department, and help implement subsequent changes.

11. To comply with the Council's Equal Opportunities, health and safety and tobacco policies.

12. Provide cover to all services within Exchequer Division when required or tasked by Exchequer Business Support Team Leader or Service Development Team Leader or Senior Management.

13. To provide support with the housekeeping of different databases and systems use by Exchequer Services.

14. To provide support with various payment methods and functions used by services within Exchequer.

The duties as listed above are not set out in order of priority, and other tasks commensurate with the grade of the post may be required of the post holder.

Job context

Structure: The attached chart details the proposed Business Unit's staffing structure.

Reporting to: Exchequer Business Support Team Leader

Responsible for: None

Organisational Objectives:
1. To comply with the Corporate and Departmental aims and objectives.
2. The service is committed to the achievement of the Business Excellence Model and obtaining the Investors in People and Charter-mark awards. The post holder will participate in the preparation of an individual work-plan and personal development plan, which will be linked to the organisation's objectives and will enhance the post holder's individual skills as part of a programme of continuing development.

Financial Responsibilities:

1. None

Grade/Conditions of Service:

Evaluated as: Grade 6

The conditions of service attached to this appointment will be in accordance with, the National Joint Council for Local Authorities Administrative, Professional Technical and Clerical Services, enhanced by Council conditions.

Contractual hours: 36 hours, Monday to Friday. 9am until 5pm.

Special Conditions of Service:

Required to acquire a thorough understanding of the Council's Equal Opportunities Policy and demonstrate through her/his actions a proper commitment to its application.

Candidate must be proficient in the following:
Excel
Access database
Good communication skills in person, on the phone and in writing
Data analysis