To provide effective and efficient business support services to the technical and compliance teams, managing correspondence, dealing with enquiries and managing electronic data for the department and organisation.
To provide a customer focused service for internal and external customers which is focused on excellent delivery, service improvement and maximising efficiency.
To contribute to the delivery of an effective and focused Property (Housing) service for the council.
Job Description
Key service related accountabilities:
* Provide a comprehensive and holistic business support service to the property (housing) service including carrying out a range of administrative and data/customer management tasks.
* Understand the business requirements and information reporting needs of internal customers and develop good working relationships with them.
* Understand and navigate the data systems of the organisation.
* Attend internal and external meetings and produce an accurate record of those meetings and agreed action plans arising.
* Follow up on allocated actions with internal and external stakeholders.
* Seek to develop skills to input and extract data and advise managers and staff members on the receipt of performance data and the specification of reports.
* Consult on, implement and report on data utilising agreed reporting mechanisms.
* Support service managers to ensure that initial complaints, councillor enquiries, MP enquiries and FOI requests received are processed in accordance with council service standards.
* Establish and sustain effective working relationships with all stakeholders in relation to the work of the service, including giving specialist advice and technical support as required.
* Monitor, develop and implement 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.
* Monitor, develop and implement procedures relating to internal and external customers to identify specific improvements for reducing customer contact and/or promoting self-serve options/opportunities.
* Support the delivery and monitoring of performance objectives (internally/externally) for the service.
* Working under direction, plan and execute special projects 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.
* 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.
* Contribute to the induction, training and development of team members.
* 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.
* Deliver services in accordance with key performance indicators, service standards and quality systems.
* Lead on work priorities set by the 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.
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich, visit Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve. To find out more about what it is like to work in local government, visit Working in local government - #LocalGov Careers - Youth Employment UK.
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
* All employees are eligible to join the Local Government Pension Scheme (LGPS).
* Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees.
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas.
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support.
#J-18808-Ljbffr