Business Support Assistant in Bromley

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