General tasks:
Making sure that the correct equipment, plant and PPE is available to do the job.
Having reflection time with the team and listening to them.
Completing paperwork and update computer systems.
Understanding customer demand and measures.
Pulling on specialist services when required.
Providing excellent customer focused service.
Speaking with/communicating with customers partners, colleagues and suppliers.
Resolve issues within the team.
Owning and resolving customer issues and complaints.
Escalating / making management aware of issues that I am unable to resolve.
Ensure compliance with Health & Safety legislation, policy and procedures.
Any other reasonable duties
Role Principles
• Aiming to provide customers with the service that they want and need
• Helping my colleagues and internal customers to sort their customer requests
• Helping our residents and visitors to get the service they require
• Avoiding customer confusion by not passing them around or handing them off to others
• Trusting our customers
• Being efficient, polite, professional, friendly and cheerful
• Helping others to help themselves if appropriate
• Keeping information confidential and adhering to the Data Protection Act 1998
• Working as a team to provide cover within the Stores
• Working flexibly to ensure we have the right people in the right place at the right time to meet requests
• Working across the various Council sites in both Redditch and Bromsgrove when required
• Working with my colleagues to prioritise and manage my workload and tasks in response to the requests
• I will have a flexible approach to work, supporting service change and transformational improvement
• Working with managers to make sure that we deliver the service our customers need
• By being responsible for providing instruction and guidance to colleagues whilst carrying out work tasks; ensuring compliance with Council policies, procedures and safe working practices and use of correct working methods
• Work with management and other staff to produce reports from data held to assist with service improvement and project management.
• Use the information collected to make informed and intelligent decisions on changes to the services
• Assist with the monitoring of measures and service standards
• Using my strengths to help others develop
• Talking to others if I have concerns about something not being done right, rather than allowing it to keep happening
• Identifying areas of poor service or service failure and ensuring that remedies are put in place as soon as possible
• Helping others to understand and work in a systems thinking way
• Having reflection time with the team to discuss how we are working, what we are doing etc.
• Understanding what matters to the customer and acting upon it
• Owning the customer enquiry and doing everything possible to meet our purpose
• Giving accurate information
• Recording accurate information
• Taking responsibility for sharing information
• Working collectively to ensure that we have the right information available
• Making decisions based on the information available in the interest of the customer
• Ensuring that we meet industry standards and best practice and that we act legally and safely
• Ensuring that any action is not to the detriment of our other customers
• Giving the customer clear information about what will happen and when
• Giving advice about who might be able to help if we can’t.
• Following up if necessary to check that the customer received the expected service and
• Pulling support from the right ‘expert’ when needed
I will use and update computer systems and help to develop new ways of working and technology by:
• Telephone
• IT Systems for recording customer requests and measures
• Finance Electronic Procurement system
• Email
• Web site
• Paper based systems (ie. filing)
• Intranet / GIS Systems
• Photocopiers and printers
• Tachographs