Business Support Officer

7 months ago

London, United Kingdom Business Smart Solutions Full time

**Rate**:£23.88 per hour (Umbrella)

**Term**: 5 months

**Hours per week**: 36

**Location**:Location

**The Brief**

We require x3 Business Support Officers to support our Customer Relationship Team over winter. You will be responsible for a number of duties including stage 1 complaint responses, Mayors Enquiries, Members Enquiries and supporting our Leaks Hub Team. We are looking for hard working and ambitious people, who want to develop their career within Housing with this fantastic opportunity to work within a fast paced and high profile Customer Relationship Team.

**The role**

To provide comprehensive, customer focused, administrative, data management, project, and financial support to teams across the repairs client service. The post-holder will be expected to manage competing priorities, plan and manage their own workload, and use a wide range of ITC systems effectively. Good communication skills and a strong commitment to team working and customer care are key requirements. Whilst this post is generic, officers may be allocated to a specific team dependent on the workloads of each team and the precise nature of tasks will therefore vary.

1. To provide comprehensive financial, administrative and project support to teams across the repairs client service as directed by the relevant line manager, helping to support day-to-day service delivery and ensure good standards of customer care.

2. To undertake all administrative work associated with the ordering and tracking of repairs works /disrepair specifications through to completion, including liaison with residents, contractors, surveyors, the DLO and other stakeholders and effective use of key ITC systems. Ensure that the correct Schedule of Rates (SOR) codes are used when processing repairs orders.

3. To develop and maintain filing systems and databases, both manual and electronic, and develop reporting formats /templates as requested.

4. To deal with telephone calls and provide high quality correspondence, letters, presentations and reports in line with service standards, as requested by the line manager.

5. To service cases conferences, Arbitration Panels, contract meetings, confidential meetings and other forums as required, producing high quality minutes and clear, unambiguous records of key decisions.

6. To provide financial administrative support, including processing payments, compensation claims, fees, raising of purchasing orders, virements and provision of appropriate budget reports for management reporting.

7. To work with managers in the Repairs Contact Centre and other areas of the service to resolve operational issues, complaints and enquiries, ensuring Hackney Council’s deadlines for responses is complied with.

8. To manage the delivery of complex repairs and leaks as required, including the planning, sequencing and coordination of works. This will include liaison with tenants and leaseholders, contractors, DLO staff, housing officers, external surveyors, solicitors, social care and other agencies e.g. health and police. Seek to pro-actively resolve barriers to effective delivery, working within Council policy and procedures and challenging practices /under-performance which will lead to delays and/or unsatisfactory outcomes.

9. Support staff training events, conferences, and public events as required.

10. To assist with the verification of data and background material relevant to complaints, FOIs, Member enquiries, complex repairs, and disrepair cases.

11. To establish and maintain effective stock control systems to ensure supply levels are maintained and new requests can be met immediately.

12. To assist in the collation, analysis and presentation of performance data and design and run appropriate reports and statistical analyses as required.

13. To support the design and implementation of high quality administrative and management information systems to support the work of the service, including ongoing evaluation and review.

14. To source new IT telecommunication equipment and assist in the general management and updating of ITC systems as required.

15. To collate HR data in relation to training needs, sickness monitoring, absence and attendance records as required.

16. To foster positive team working across the service and promote effective working relationships with residents, contractors, housing management staff and other key stakeholders to ensure smooth running of the repairs process.

**Skills and Abilities**
- Skilled at working flexibly, creatively and collaboratively to resolve issues and problems
- A good team player, able to work collaboratively with colleagues at all levels and adjust own work priorities to assist colleagues in meeting service area objectives.
- Customer focused approach, with an emphasis on ‘getting in right first time’ and addressing concerns sensitively
- Ability to communicate and engage effectively with internal /external customers
- Ability to work under pressure, and to

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