Administration Officer

1 month ago

Cardiff, United Kingdom Animal and Plant Health Agency Full time

**Details**:
**Reference number**:

- 273170**Salary**:

- £22,150**Job grade**:

- Administrative Officer**Contract type**:

- Fixed Term
- Loan
- Secondment**Length of employment**:

- FTA until 31/03/2024**Type of role**:

- Administration / Corporate Support
- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 48Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Cardiff, Carlisle, Exeter, Stafford, Worcester, YorkAbout the job

**Job summary**:
The Animal Plant Health Agency (APHA) is a Government agency that sits within the Department for Environment, Food and Rural Affairs.

We have a number of AO roles in our busy customer contact teams. These are demanding roles requiring excellent customer service skills, confidence on the telephone and the ability to multiskill and change tasks throughout the day.

These roles will provide significant opportunities to develop your own skills and future career.

Cardiff - 6 x Operational Delivery posts.

Exeter and Worcester - 10 x Operational Delivery posts (combined).

Carlisle - 7 x Customer Contact Centre posts, 5 x Caseworker posts.

Stafford - 3 x Customer Contact Centre posts.

York - 17 x Centre for International Trade posts.

Drop In Sessions

To join the session, click the link below:
CSC Operational Delivery - Worcester - 3rd April 12pm - 1pm.

CSC Operational Delivery - Cardiff - 3rd April 12pm - 1pm.

CSC Operational Delivery - Exeter - 4th April 10am - 11am.

Customer Contact Centre - Stafford - 5th April 11am - 12pm.

Customer Contact Centre / Caseworker - Carlisle - 4th April 2pm - 3pm.

**Job description**:
You will be working in a friendly and supportive team in a fast paced, reactive and varied role. You will need to have good IT and organisation skills and the flexibility to turn your hand to different tasks as the situation demands. The position is customer facing and will suit those who have an ability to communicate well to a diverse group of customers. You will be engaging with a broad range of partners and forming relationships with colleagues across the wider Defra team.

These roles are primarily telephony roles where you will be taking inbound calls from customers and assisting them with their many and varied queries. You will use systems to process the calls, deal with the query and update customer information.
In addition you will make outbound calls to customers in order to seek or clarify information.
Your role is to resolve queries wherever possible with a “once and done” approach

Job holders will be expected to provide support to our customers in a wide variety of ways as well as to support the management team.

**Your main duties will include;**

**Delivery**
- Working collaboratively with remote teams across GB to support the delivery of the core function of the Business Unit in accordance with established time scales and performance targets.
- Ensuring accurate records are kept and updated accordingly, data input using various IT systems in accordance with APHA Data
- Identifying efficiencies that could be utilised within your own team or wider business unit.
- To understand and identify issues that may affect delivery that require escalation to your Line Manager
- Is flexible to adapt to changing situations within the office and responds with energy and commitment to take on additional tasks that may be outside the normal day to day duties.

**Administration Procedures**
- To take responsibility for a set of administrative procedures; ensuring actions are carried out in accordance with the procedures and within the necessary timescales.
- Providing various office administrative and business support duties to the immediate and when required wider team including meeting organisation, note taking, updating of distribution lists, training course organisation, mailbox monitoring.
- Answering telephone queries, following up enquiries which cannot be immediately resolved. There is some processing and procedural work associated with the calls generated, including accurately noting the details of the call on a customer’s record, updating databases, producing paperwork, and following general administration processes and procedures.
- Providing support and guidance to others (internally and externally) on procedures, answering queries and following up enquires that cannot be immediately solved.
- Continually reviewing procedures in your work area and identifying any efficiencies that could be utilised in your work area

**Customer Service**
- To liaise with, and provide excellent customer service to Stakeholders, Delivery Partners and Customers, both internal and external, to understand and appreciate their needs and requirements, for example, liaising with farmers and local veterinary practices to arrange tests. Some roles will involve arranging removal of diseased animals to an abattoir, liaising with farmers and their ag

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