Customer Service Assistant (Apprenticeship Scheme)

MAIN PURPOSE OF JOB
To plan, and manage an efficient and effective administration service in the housing office. To give administrative assistance and support to the housing office members of staff. To support the Board.

SUMMARY OF OBJECTIVES
At all times to carry out duties and responsibilities with due regard to the Board's Equal Opportunities Policy within the context of the Council's policy and other policies and procedures. At all times to carry out duties and responsibilities with due regard to the Health and Safety policy.

• To provide administrative support to the various work areas in the housing office and other locations within the estate.
• To ensure all administrative systems are reviewed, maintained and operated efficiently in accordance with Management Agreement.
• To monitor and keep records of on-the-job training for staff (including in-house induction) within the housing office.
• To be responsible for regular processing and completion of statistical information and ensure periodic reports are submitted by deadline.
• To assist in the provision of a high quality housing office reception service to residents, partners, stakeholders and Council.
• To provide advice and guidance on all public enquiries via the counter, telephone and or written correspondence.
• To maintain a supply of relevant forms and leaflets for the public.
• To liaise as required with contractors and agencies.
• To be responsible for providing appropriate records for staff e.g. absence returns and maternity/sick certificates, ensuring that documents are forwarded in accordance with deadlines and appropriate procedures.
• To be responsible for disseminating information and changes to procedures to staff giving advice on general process as necessary.
• To ensure the availability of the computer printers, photocopier and other office equipment to all relevant staff and keeping records of office repair and maintenance schedules.
• To monitor the use, security and maintenance of the housing office.
• To be responsible for maintaining the Library in consultation with the Lead Officer.
• To ensure routine sorting of correspondence, complaints and members' enquiries, in and out of the office is effectively undertaken and ensuring council's policy on replies to correspondence is adhered to.
• To prepare reports on customer care issues, e.g. members enquiries, complaints and correspondence, to ensure that replies are made within target times.
• To service the Estate Management Board meetings by taking minutes, sending out reports, preparing reports in conjunction with the Lead Officer.
• Post holder will be required to attend Estate Management Board meetings monthly in the evening and out of hours.
• Maintain the Share Register.
• Design, print out and organise distribution of newsletters and posters for publicity.
• To operate Visual Display Units and Micro Computers extracting relevant information, and inputting data as necessary to fulfil duties and to assist with the development and implementation of new technology in accordance with prescribed agreements.
• To have specific administrative responsibility for the provision and ongoing operation of fire extinguishers, alarms, first aid equipment, staff clothing and other general Health and Safety matters in the office and other locations.
• To maintain stock records, including security keys.
• Co-ordinate room hire.
• Arrange maintenance of meeting rooms and ensure that the meeting rooms are cleaned and set up ready for all meetings.
• Responsible for the efficient filing/retrieval of old files and former tenants' files: Also to ensure the archive storage room is kept in an orderly manner.
• To be responsible for the ordering, usage and monitoring of office programmes and stationery. The stationery room is kept in an organised manner.
• To ensure that the cleaning arrangement for the office is maintained and the kitchen and all the equipment in the kitchen is cleaned regularly.
• To design routine administrative forms and reports.
• To be responsible for maintaining the imprest accounts and value disbursement on the approval/authorisation of designated signatories.
• Developing the use and application of information technology in the administrative activities of the office.
• To undertake any other duties as required in accordance with the exigencies of the service.

PERSONAL SPECIFICATION

• PHYSICAL REQUIREMENTS
  The jobholder must be able to carry out the duties of the job using any appropriate aids or adaptations. The office will provide any aids or make adaptations so that disability is not itself a barrier to employment.
• EXPERIENCE
  Experience of at least two years doing administrative duties. Experience of working with the public in a service capacity.
• EDUCATION
  No specific formal education requirement, however it is expected that candidates possess literate and numerate ability to a level sufficient to carry out the full range of duties.
• SKILLS/KNOWLEDGE/ABILITY
  (a) Communication Skills: Post holder should have oral, written and word processor communication skills and be able to communicate effectively in various situations.
  (ii) Ability to organise information systematically.
  (b) Knowledge and Ability: Applicants should have understanding of the office administrator's role. Applicants must be able to demonstrate the ability to work within a team.
• ADMINISTRATIVE SKILLS
  An ability to develop monitoring systems and review the efficiency of administrative office systems. Contractual obligation to attend regular meetings which might run into late evenings. The post holder must be able to plan her/his own work and also to work on own initiative and under pressure. Candidates must have experience of Microsoft Office, Northgate, Anite. They can easily be trained on Northgate Housing software and Anite for filing documents. Be able to demonstrate ability to work as part of the team.
• ATTITUDE
  Candidates must demonstrate that they have a positive attitude towards the promotion of the Equal Opportunities Policy within the council and in the services that it provides to the Community.