Norwich City Council has a diverse and extensive property portfolio with a combined value in excess of £1bn. Our commercial assets are diverse and range from a vast range of listed buildings in the heart of the city, industrial premises, retail and an investment portfolio with various assets across the country.
Property is a vital resource for the council. We use it to deliver income to support front line services, promote economic growth and regeneration, deliver homes for those in need as well as providing vital infrastructure that allows communities to thrive. Our property also plays a key role in what makes Norwich a great place, particularly through our heritage and cultural assets as well as our high-quality parks and open spaces. We have recently insourced our property services and our Strategic Asset Management Framework sets out our vision for the management of non-housing property assets and sets an action plan for change.
The Business Support post provides an essential role in assisting property services in the day-to-day management of the asset portfolio. The post will assist all services in Property & Economic Development with administrative functions and also service improvement.
We offer good career prospects, excellent annual leave, flexible working hours, family support packages and access to the Local Government Pension Scheme.
The Council recognises that our employees are our most important asset and that the quality and commitment of our people is crucial to our success.
If you are ready for your next challenge and want to work somewhere where you can make a real difference, we want to hear from you.
For further information please contact Naomi Bowditch on 01603 987972 or email: naomibowditch@norwich.gov.uk or Sarah Hammond on 01603 989253 or email: sarahhammond@norwich.gov.uk
Responsibilities:
* Provide comprehensive technical support to the service including carrying out a range of administrative and data/customer management tasks, including:
o Ensuring orders are raised and tracking raised work orders or management instructions
o Assisting with instructions to NPLAW / NCSL
o Ensuring data is correct and up to date
o Liaising with tenants on performance reporting
o Vacant property management
o Property marketing
o Repair enquiries
* Support and assist service managers to ensure that initial complaints, councillor enquiries, MP enquiries and FOI requests received are processed in accordance with council service standards.
* Develop effective working relationships with residents, tenants, councillors, officers and other stakeholders in relation to the service, including giving advice and technical support as required.
* Assist in monitoring, developing and implementing practices/processes to ensure compliance with statutory requirements and improve customer service.
* Assist in the design/delivery of projects to improve customer service and/or reduce levels of expenditure.
* Assist in the delivery and monitoring of performance objectives and the collation of performance data (internally/externally) for the service.
* Plan and execute project work under direction, which may vary in duration and may involve work of a statistical nature.
* Operate systems and procedures to process face-to-face, telephone and written enquiries and utilise IT and new technology to maximise office efficiency and service delivery.
* Ensure that GIS systems are up to date.
* Provide a professional and positive first point of contact for face-to-face, telephone and written enquiries at the customer contact point.
* Provide appropriate advice (verbal and in writing) in accordance with standard operating procedures, policies and legislation operated by the service.
* Proactively contribute to change management by taking a systems thinking approach in order to identify areas for improvement.
* Deal with queries, liaising with internal and external contacts and providing advice and guidance where required.
* Assist in delivery of services in accordance with key performance indicators, service standards and quality systems.
* Lead on work priorities set by the Property & Economic Development Business Support Team Leader.
* Look for opportunities to bring in income streams into the council and horizon scanning for digital/business opportunities, innovation and efficiency savings across the council.
* Comply with relevant statutory legislation in relation to roles/duties.
Additional Expectations:
* All employees will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested.
* Duties and responsibilities must be carried out in accordance with relevant Council policies and procedures, within legislation and any code of professional ethics of the relevant professional body.
* All employees are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post.
* To give due regard to the requirements of the Public Sector Equality Duty when delivering services.
* To demonstrate and positively reinforce our commitment to safeguarding and promoting the welfare of children and adults at risk.
* To work within the Council’s competency framework and to adhere to the Code of Conduct, the Council’s Constitution and procurement rules. These may change in consultation with the postholder.
Minimum Requirements:
* Demonstrable experience of providing efficient and effective administrative/technical support to professional teams and senior managers in a busy office environment including raising orders, monitoring budgets and supporting budget forecasting.
* Experience of working in a customer facing role dealing with customers both remotely and face to face (verbal and written).
* Experience of organising meetings and taking accurate notes.
* Experience of diary management for colleagues.
* Experience of carrying out research and producing reports (under instruction).
* Experience of accurate data entry and methodical database/systems management.
* Experience of using MS Office Word / Excel / Outlook. Excellent IT skills and computer literacy. Experience of handling confidential and sensitive information/data.
* Good organisational and time management skills including the ability to work under pressure to tight deadlines.
* Ability to use effective skills to analyse and interpret data from a variety of sources as well as retrieve information held in different formats.
* Ability to collaborate with colleagues to share/provide information as required for activities.
* Ability to be flexible at all times and work under own initiative as well as in a team with the minimum of supervision.
* Positive, optimistic outlook and a self-starter who enjoys a challenge.
* Good analytical and data collection skills with attention to detail and accuracy.
* Ability to demonstrate practical troubleshooting and problem analysis techniques.
* Able to demonstrate an understanding of diversity and equality requirements around service delivery.
* Good communication and organisational skills.
* Ability to deliver a high level of customer service and proactively look for ways to improve the customer experience and tailor information to meet the needs of the customer.
* Ability to "model" appropriate behaviours that encourage a culture of empowerment, initiative and transparency across the Council.
Essential:
* Educated to A level or equivalent training and experience in a similar environment.
* Evidence of continuing professional/personal development.
#J-18808-Ljbffr