Technical Support Officer in Plymouth

Location: Weston Mill Cemetery & Crematorium, Weston Mill, Plymouth, Devon, PL2 2EP, Plymouth City Council, Central Bedfordshire Council

Hours Per Week: 37.00

Pay: £13.26 per hour

Hours will be either 8am to 4pm or 8.30am to 4.30pm, Monday to Friday.

Primary purpose of role:

The post holder is responsible for delivering an excellent customer facing service for routine customer transactions, and high quality administrative and technical support work for the department both within the office and on field operations. To provide a frontline service, act as the first point of contact and give advice and signposting to members of the public, outside agencies and internal callers.

Key accountabilities and key measures:

• Post holders handle and process considerable amounts of manual and electronic information where care, accuracy and confidentiality are important, and in accordance with the Data Protection Act, for example scanning and indexing and regular input to database systems (40%)
• The handling and processing of customer financial data in the form of card payments is undertaken in a secure and confidential manner (20%)
• Proactively provide suggestions for improvement to Team Leaders/Service Managers to improve the service in terms of efficiency, customer satisfaction and best practice (5%)
• Field operations are supported in the collection of samples, visiting.

Role measures:

• Administrative/financial transactions are raised and processed promptly, accurately and securely.
• Post holders take ownership of issues and customers are kept informed as required.
• Information is accurate, secure and valid.
• Improvements are made to the support service in terms of efficiency, customer satisfaction and best practice.
• Post holders have good customer insight and can deal with matters efficiently, effectively and knowledgably.
• Managers have accurate, timely financial information that is up to date to aid them in making decisions.

Key activities:

• Provide general administrative support for the department including filing, note taking, typing (including typing from audio and template letters), witness statements and legal notices, data entry of customer information, incoming and outgoing mail, photocopying and processing of various applications. Processing financial information and taking payments from customers (70%)
• Meeting, greeting and signposting customers including dealing with enquiries in person and maintaining effective liaison with external agencies as required (20%)
• Promoting the work of the wider ODPH Directorate during contact in the course of usual duties, for example to internal and external customers (5%)
• There may be an occasional requirement to support Officers while on field operations (5%)
• Where required, work alone and at times be responsible for security, such as locking and unlocking buildings, holding keys and setting and un-setting intruder alarms.
• Carry out other duties appropriate to the grade of the post.

Essential qualifications/knowledge:

• Two GCSE’s (Grade A–C) or equivalent in English and Mathematics or NVQ Level 2 in Business Administration or demonstrable relevant administrative experience.
• Knowledge, experience and proficiency using Microsoft Office (Word, Excel and Outlook).
• Knowledge, awareness and experience in the appropriate application of the Data Protection/confidentiality, Freedom of Information and Equalities legislation.

Desirable qualifications/knowledge:

• NVQ Level 3 in Business Administration.
• Customer Care qualification/training.
• Relevant ICT qualification.
• Basic awareness of the legislation relevant to the service area.

Essential experience:

• Experience of working in administration.
• Experience of working in a customer facing and/or customer service.

Desirable experience:

• Experience of working successfully in a complex or multi-disciplinary environment.
• Experience of working in a sensitive or contentious environment.

Essential skills:

• Ability to process service requests and client changes.
• Ability to show initiative when dealing with customer enquiries.
• Ability to perform tasks with maximum efficiency, reducing waste and unnecessary bureaucracy.
• Ability to prioritise and manage day to day tasks in order to deliver a good service.
• Interpersonal and communication skills required when dealing with customers, whether in person or in writing, to ensure queries are dealt with effectively.
• Engaging sensitively and with tact with some customers of the service.
• Keyboard skills required to create letters, input data to spreadsheets and databases, and the ability to competently use relevant IT systems.
• Numeracy skills required for carrying out calculations and ensuring the accuracy of data.