Business Support Administration Officer

Company
Basildon Council
Date Posted
14th June 2018
Reference
RQ311817
Sector
Public Services and Administration
Location
Basildon
Benefits
Inside IR35
Salary
£9 to £10 Per Hour

POST:                                    Performance Support Officer (Housing)

                                                      

SERVICE:                             Housing & Community Services (H&CS)

 

SECTION:                             Business Support (Housing)

 

BAND:                                   4

 

REPORTS TO:                    Senior Performance Officer (Housing)

 

RESPONSIBLE FOR:        N/A

 

TYPE:                                    Hot-desking with some Agile/Mobile Working but preferred desk worker

                                              

 

All Council posts are subject to National Joint Council (NJC) conditions of service.

 

Basildon Borough Council is committed to safeguarding and promoting the welfare of children and adults, and expects all employees, contractors and volunteers to share its commitment to prevent abuse, harm or exploitation.

 

Please note that the Council applies a robust recruitment vetting process.

 

MAIN PURPOSE

 

Basildon Council has clear ambitions for the future.  These are set out in the Community Plan.  The purpose of this role is:

 

  1. Provide administrative support to the Business Support Team’s functions, including performance monitoring and ensuring that databases and systems used by the team are kept up to date as required.

 

  1. Provide administrative support to the Housing & Community Services Management Team and other senior managers and officers as directed by the Senior Performance Officer.

 

  1. Lead on supporting the Business Support Team to collect and load data to build and analyse the profile of the Council’s tenants and customers, using various performance management systems.

 

  1. Post holders will be expected to adopt a flexible and developmental outlook to their work areas and will carry out duties in any of the Housing & Community (H&CS) service areas at any time, as directed by the Business Support Manager including attendance at evening meetings as required.

 

 

 

 

DUTIES

 

  1. Liaise with the Service Advice Team (Legal) and any other internal services to coordinate and monitor all Freedom of Information, Subject Access Requests (SARS) and other enquiries that require complex responses for Housing and Community Services.  Ensure timescales are met and accurate information is provided.

 

  1. Lead on providing and building reports and monitoring of all  performance data on Pentana and other performance management systems as appropriate in preparation for analysis by senior managers and officers in H&CS.

 

  1. Produce a variety of reports and briefings for the Housing & Community Services Management Team as directed.

 

  1. Provide support and guidance as requested to H&CS officers and managers on CRM and Pentana as required.

 

  1. Support the Business Support Team in updating and maintaining the website pages for H&CS as directed by the Senior Performance Officer.

 

  1. Ensure all invoices are paid within agreed timescales.

 

  1. Monitor and coordinate Councillor, MP and general enquiries that require complex responses. Ensure timescales are met and accurate responses are provided.
     
  2. Manage and update a register of audit recommendations providing managers with reminders to ensure deadlines for compliance are met.

 

  1. Assist in the preparation and monitoring of the Annual Housing & Community Services Business Plan. 

 

  1. Monitor and track complaints for H&CS, including preparation of case files to assist the Independent Housing Ombudsman Service’s investigations and build case files for analysis of stage 3 complaints for all H&CS service areas.
     
  2. Support H&CS in undertaking meaningful consultation with our customers to achieve continuous improvement in service delivery.

 

  1. Carry out regular monitoring of CRM (Customer Relationship Manager), producing reports for analysis to ensure consistent performance across H&CS. 
     
  2. Track compliments and comments across the Council to raise the profile of the Council.
     
  3. Co-ordinate articles for the Borough Diary with H&CS Service Managers and liaise with Communications on production and distribution.  Check articles for accuracy and grammar.

 

  1. Maintain & update the Value For Money Register (VFM).  Champion VFM throughout Housing and Community Services.  Ensure a high level of focus is maintained on continuous improvement and achievement of VFM.
     
  2. Liaise with Democratic Services and provide support to Housing and Community Services to update the forward plan and ensure the relevant managers are aware of the deadline for reports.

 

  1. Provide meeting support and coordination of meetings in all service areas in H&CS.
    .
  2. Maintain the risk register for Housing and Community Services, ensure it is up to date at all times, and facilitate annual reviews with service managers.
     
  3. Provide general admin support across all Housing and Community Service areas, including supporting individual teams for periods of time, as directed by the Senior Performance Officer.

 

  1. Assist in the management and monitoring of service improvement projects across H&CS.

 

  1. Undertake qualitative and quantitative research as required.

 

  1. Assist in the development and maintenance of a performance management framework for H&CS.

 

  1. Any other duties appropriate to the post: These other duties must be equivalent to or below the salary and status of the role and, where appropriate, under the Equality Act 2010, due consideration must be given to any employees with a “protected characteristic”.

 

  1. Undertake all the duties within the framework of Equal Opportunities.

 

  1. You must cooperate in all matters relating to Health and Safety and implement all procedures for your job role. The identification of Health and Safety related risks within the working environment must be highlighted to your management.

 

 

 

 

 

 

PERSON SPECIFICATION

 

Position Title:

Performance Support Officer (Housing)

Date Prepared:

19 October 2017

Department:

Housing & Community Services

Band:

4

                                              

AF= Application Form              I = Interview                                      T= Test

 

 

 

REQUIREMENTS

Essential

Desirable

Assessed

1.

EXPERIENCE AND KNOWLEDGE

 

 

 

1.1

Experience of data inputting with excellent IT skills

ü

 

AF/I

1.2

Experience of dealing with people at all levels

ü

 

AF/I

1.3

Experience of team working as an effective member showing high levels of flexibility and adaptability

ü

 

AF/I

1.4

Excellent verbal and written communication skills

ü

 

AF/I/T

1.5

Good understanding of financial systems

ü

 

AF/I/T

1.6

Ability to prioritise own workload and meet deadlines

ü

 

AF/I/T

1.7

Ability to be innovative

ü

 

AF/I

1.9

Excellent administrative and organisational skills

ü

 

AF/I/T

1.10

Good understanding of customer care in front line services

ü

 

AF/I

1.11

Good working knowledge of IT applications relevant to the post

ü

 

AF/I/T

1.12

Have knowledge and understanding of Inclusion, Equality and Diversity

ü

 

AF/I

2.

COMPETENCIES

 

 

 

3.1

RELATING AND NETWORKING

  1. Establishes good relationships with customers and staff
  2. Builds wide and effective networks of contacts inside and outside the organisation
  3. Relates well to people at all levels
  4. Manages conflict
  5. Use humour appropriately to enhance relationships with others

ü

 

AF/I/T

4.1

WRITING AND REPORTING

  1. Writes clearly, succinctly and correctly
  2. Writes convincingly in an engaging and expressive manner
  3. Avoids the unnecessary use of jargon or complicated language
  4. Writes in a well-structured and logical way
  5. Structures information to meet the needs and understanding of the intended audience

ü

 

AF/I/T

4.3

ANALYSING

  1. Analyses numerical data, verbal data and all other sources of information
  2. Breaks information into component parts, patterns and relationships
  3. Probes for further information or greater understanding of a problem
  4. Makes rational judgements from the available information and analysis
  5. Produces workable solutions to a range of problems
  6. Demonstrates an understanding of how one issue may be a part of a much larger system

ü

 

AF/I/T

6.1

PLANNING AND ORGANISING

  1. Sets clearly defined objectives
  2. Plans activities and projects well in advance and takes account of possible changing circumstances
  3. Managers time effectively
  4. Identifies and organises resources needed to accomplish tasks
  5. Monitors performance against deadlines and milestones

ü

 

AF/I/T

6.2

DELIVERING RESULTS AND MEETING CUSTOMER EXPECTATIONS

  1. Focuses on customer needs and satisfaction
  2. Sets high standards for quality and quantity
  3. Monitors and maintains quality and productivity
  4. Works in a systematic, methodical and orderly way
  5. Consistently achieves project goals

ü

 

AF/I/T

6.3

FOLLOWING INSTRUCTIONS AND PROCEDURES

  1. Appropriately follows instructions from others without unnecessarily challenging authority
  2. Follows procedures and policies
  3. Keeps to schedules
  4. Arrives punctually for work and meetings
  5. Demonstrates commitment to the organisation
  6. Complies with legal obligations and safety requirement of the role

ü

 

AF/I

3.

EDUCATION AND TRAINING

 

 

 

3.1

Educated to GCSE A*-C in Maths and English or equivalent

ü

 

AF/I

 

 

 

 

 

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