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Business Support Officer LBS-006

CRA GROUP RECRUITMENT AND PAYROLL LTDSouthwark Cathedral, SWK, gb

8 days ago

Salary

£21.68 hourly

Job description

Job Description

2-3 months contract with a Local Authority

Job Summary :

To provide a comprehensive support and facilitation service to the Exchequer Services division including the provision of excellent customer service at the initial point of contact for Home Ownership Services, Garages, Housing Income, facilities management and any 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 services within Exchequer.
To support the Business Support Team Leader and provide cover when they are absent.

Key Duties / Accountabilities (Sample) :

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.

To provide a comprehensive support service to all Services within Exchequer. 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 public on all services provided by Exchequer Services. To ensure that all Exchequer Services published communications are always kept up to date and available.

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

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.

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.

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.

Maintain and manage the Universal Credit inbox and online portal. Dealing with and processing claim forms with full accuracy within the target set by senior management.

Carry out ad hoc projects, including research and benchmarking exercises, archiving and back scanning for various services within Exchequer. To carry out investigations and provide evidenced reports into customer service incidents (both internal and external) on behalf of the division.

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 particularly 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.

To provide the required level of facilities management, including contract monitoring, organising IT, equipment and assist with Health and Safety issues on the 1st floor, Tooley Street.

Managing the post hubs on the first floor and ensuring post is distributed and collected by each team on the first floor every day.

To deal with the various sections of Exchequer Services, other Council services, and a wide range of external agencies by correspondence, telephone and in person.

Use project management, administrative, interpersonal skills along with professional administration skills to deliver services.

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

To ensure that confidentiality and security of information is always maintained. To be responsible for the collection and subsequent scanning, indexing and distribution of all Exchequer Services post, faxes and e-mails including delivery to other offices when necessary. To ensure that all requests and applications (and other relevant information) are properly logged and passed to the relevant teams in Exchequer Services. To be responsible for uploading documentation to the divisions electronic document management system.

Responsible for processing all cheques, bankers’ drafts and postal orders. To liaise with Cashiers to resolve queries and ensure that the money is correctly applied to the accounts. To provide properly reconciled records for both the division and other Council departments and divisions including Cashiers.

To carry out any necessary archived file retrievals including but not limited to the acquisition and copying of leases and other legal documentation as necessary, and the production of scanned information from the divisions electronic filing system. To ensure proper records are kept and always maintained. To create standard templates for use by the division and update procedure notes. To fulfil ad hoc requests for documentation for both internal and external customers.

To always act in the Council’s interest. To contribute to policy development within the Exchequer Services Department and help implement subsequent changes.

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

Before leaving the post, you will be required to write up comprehensive leaving notes on key work areas for your line manager.

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.

To provide Council Tax and Business Rates External Enforcement Agent admin support.

Keep up to date Exchequer contact information.

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

To aid with Pre reminder withdrawals.

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

To process refund requests and cross fund transfer requests (known as ATS) for Exchequer Services.

To set-up sundry accounts including but not limited to court cost, bankruptcy and compensation.

To process of Customer Information Systems (CIS) requests accurately and on time.

Processing of chargebacks across Exchequer.

To set-up of Direct Debits requests on Northgate for all services within Exchequer.

To provide support with Housekeeping.

Skills / Experience :

Knowledge and understanding of data protection and freedom of information acts.

Understanding of and commitment to; Valuing Diversity, Health and Safety Policy.

Knowledge and understanding of the requirements of good customer service.

Sound knowledge of management information systems and Information.

Experience of working with Universal Credit systems.

Experience of using computerised systems in a working environment, including data input and retrieval.

Ability to work on own initiative and be self-motivated and committed to providing a service to customers.

Substantial administration experience to include payment processing, devising and implementing procedures.

Experience of both electronic and manual record management.

Aptitudes, Skills & Competencies :

Effective written and verbal communication skills.

Additional Information :

5 days’ work from office.

Requirements