Business Support Assistant

MAIN PURPOSE:

To provide a seamless local service delivery through a customer-focused, personalised service of high quality and efficiency that reflects and meets the needs of the managers and service user.

SUMMARY OF RESPONSIBILITIES AND DUTIES:

To assist the Support Services Officers to:

1. Answer all enquiries in a timely, courteous and professional manner, making effective use of the Council IS systems as appropriate.
2. Actively listen to callers to assess and clarify the needs of the customer.
3. Provide the customer with the most up-to-date information.
4. Deal with inbound and outbound phone calls, e-mails and internet, in person, letter and fax enquiries.
5. Accurately and swiftly process transactions, including debtors and creditors and update IS as appropriate, undertake banking as required
6. Take bookings and progress paperwork and payments, to meet internal and external customer needs.
7. Use IS to produce documents and reports to meet internal and external customer needs.
8. Undertake follow up action to process the enquiry and keep the customer informed.
9. Collate and prepare information packs.
10. Envelope, sort and distribute information packs and other post.
11. Stock control. Order, receive, check and distribute stationery/catalogue items.
12. Record complaints accurately and take appropriate action. Prepare and send acknowledgement letters.
13. Update IS as required to ensure accuracy of information.
14. Proactively identify areas for service improvement within support services and share best practice and problem solving.
15. Ensure all activities are performed and completed to agreed standards.
16. Provide mutual support to colleagues within the unit and assist in the training and development of colleagues.
17. Proactively identify opportunities for developing/improving the services delivered by the Support Services Team.
18. Seek opportunities for continuous self-development
19. Undertake any other duties commensurate with the level of the post, as required to ensure the efficient and effective running of the Department / Section.

SKILLS & ABILITIES

• Communication skills to deal with a wide range of customers face to face, over the phone and in written format.
• Ability to establish a rapport with customers in order to establish quickly what their needs are and to provide an appropriate service
• Numerate skills to deal with calculations in customer transactions.
• Ability to work with minimal supervision under pressure.
• Ability to work as a team member providing support and help to colleagues.
• Ability to use a computer keyboard and mouse.

KNOWLEDGE

• Broad knowledge of the Councils services and an understanding of current issues within the Council (or ability to acquire such knowledge).
• Clear understanding of the Councils equal opportunities policy with regard to service delivery.
• Ability to acquire a good understanding of the Councils IT, telephony and related systems for the delivery of customer service.

EXPERIENCE

• Experience of dealing with the public in a mixed linguistic and cultural environment.
• Experience in dealing with frequent telephone calls from the public in the private or public sector.
• Experience of working effectively in a team.
• Proven experience of setting and maintaining high personal standards of performance and conduct in the workplace.
• Experience of operating, updating and retrieving data from an IT system in a Windows environment.

QUALIFICATIONS

ICS Bronze award (or willingness to take).

SPECIAL REQUIREMENTS

• An enthusiasm for customer service and genuine commitment to provide a friendly, responsive and professional customer service at all times.
• Willingness and ability to work flexible hours and across a range of work areas to meet the service requirements.
• Excellent attendance and punctuality record.
• Commitment to continuous personal development.
• Innovative approach to work and willingness to share ideas.