Job title: Senior Business Support Assistant
Salary: B3 £26,403 - £28,142 per annum
Hours: 37
Contract: Permanent
Location: Passenger Transport, Westland Road, LS11 5SB
About the Role
The role is based within the CEL Passenger Transport team working as part of the Compliance and Business admin team which provides transport assistance to vulnerable children and adults across Leeds. As a Senior Business Support Assistant, you will play a key role in supporting the scheduling and operational staff, ensuring the smooth delivery of day-to-day transport services for up to 4500 customers daily.
You will work as part of a team of six adopting hybrid working arrangements working both at home and at Westland Road, LS11 5SB working within a rota between the hours of 07.30 and 17.30 ensuring customer care standards and support are always maintained.
It is desirable that applicants have experience of working in a customer focused environment and or possess the key skills and values to motivate, develop and support teams positively.
You must lead by example by promoting high quality customer care both written and verbal and be confident with speaking to both internal officers, partners, and members of the public.
Currently, Passenger Transport is on journey of transformational business change to create a high-performance culture which drives continuous improvement, and digitalization, delivering efficiencies, adherence to Health and Safety Policy whilst delivering services priorities.
You will assist the Operational Officer with developing, implementing, and delivering improved admin solutions across Business and Compliance Day to day operations.
It is essential you possess excellent communication skills are customer focused, confident, and skilled in developing positive relationships with a diverse range of colleagues, customers and stakeholders. At all times you must lead by example, maintain a high level of personal effectiveness and confidentiality whilst always upholding and promoting the values of Leeds City Council.
A systematic, pragmatic approach to problem solving and the ability to work under your own initiative will assist in the day-to-day transport delivery within limited resources. You must have a strong working knowledge of Microsoft Office and the willingness to embrace new technology and transport planning software.
Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our and ambitions.
About you
As a Senior Business Support Assistant you will bring to the role:
1. Organised, thorough and confident working independently.
2. Strong ICT and database skills, with experience handling data or audit processes.
3. Excellent written and verbal communication skills, with a customer-focused approach.
4. Able to manage your own workload and balance daily tasks with longer-term projects.
5. You’ll need good computer and admin skills and enjoy working with a wide range of people.
About the role
6. Deliver accurate clerical and administrative support, including document checking, data entry, and record management.
7. Analyse and collate data to produce reports for operational use.
8. Be a confident communicator both internal and external.
9. Participate in the call handing via the Genesey’s telephony system.
10. Support team members and assist in developing new staff.
11. Use initiative to manage your workload and meet deadlines.
12. Help users find relevant health information and resources.
13. Carry out general administrative duties such as electronic filing, photocopying, mail handling and the ordering of goods.
14. Understand and adhere to legal, financial, audit, and confidentiality requirements.
15. Work flexibly embracing hybrid working practices to meet the needs of a challenging service.
16. Contribute to service improvements by identifying problems and offering solutions.
17. Strong interpersonal and communication skills (face-to-face, telephone, and written).
18. Ability to work independently, manage priorities, and meet deadlines.
19. Experience using IT systems and accurately recording/retrieving information.
20. Commitment to excellent customer service and ability to handle challenging situations positively.
21. Ability to work collaboratively within multiple teams.
22. Someone who understands and can embrace Leeds City Council Values and Behaviours
23. Someone who is aware and supports difference and can ensure equality for all.
What we offer you
We take pride in offering the best employee experience, with benefits including:
24. a competitive salary and annual leave entitlement plus statutory holidays.
25. membership of the West Yorkshire Pension Fund with generous employer contributions.
26. flexible and hybrid working arrangements subject to service requirements.
27. a clear career pathway and continuing professional development opportunities.
28. a range of staff benefits to help you boost your wellbeing and make your money go further.
How to apply
Please complete the online application form.
Read our guidance for further advice on completing your application.
We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.
If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.
Job Description
Job Purpose: Support the Resources and Logistics Officer by undertaking high quality administrative, financial, and organisational processes, as required. Contributing to the planning and development of support services, ensuring the smooth running of the office supporting the home to school transport
Responsibilities
29. Ensure work is prioritised and carried out effectively and efficiently following processes and procedures to ensure consistently high standards are maintained.
30. Use time efficiently to ensure the smooth running of the home to school transport service/bookings, supporting both private hir companies and the Passenger Transport team, by maintaining up to date computer-based systems (365 response), adhering to relevant timescales and deadlines.
31. Operate relevant ICT packages e.g. word, excel, publisher, databases, spreadsheets, 365 Response, synergy and navigate Insite with a high level of accuracy.
32. To support the day-to-day management of the service by accurately entering and retrieving relevant information from various sources which may need the support of the wider team and private hire companies.
33. Provide general support, by responding to routine email correspondence which also includes the booking of private hire contractors ensuring processes and procedures are followed, adhering to financial controls.
34. General office duties including duplicating/photocopying, other reprographics, completing standard forms, responding to routine correspondence and assisting with call handling via the Genesy’s CRM.
35. Act as the first point of contact for stakeholders, staff, customers and visitors – both in person and on the telephone, in a courteous, professional, calm and friendly manner.
36. Management and monitoring of the services email accounts ensuring the required response times are adhered to.
37. Assist in the organisation in the delivery of effective resources.
38. Support meetings, including working groups as required, including agenda planning and preparation, attendance at meetings and taking minutes where appropriate/required.
39. Assist the Senior Resources & Logistics Officer in dealing with correspondence, records and enquiries relating to the service.
40. Use the relevant financial to raise orders for goods and services on internal requisition, as directed by the Senior Resources and Logistics Officer.
41. Support the Resources and Logistics Officer in the preparation of statistical returns and general information management information.
42. Work collaboratively with colleagues, knowing when to seek help and advice.
43. Work effectively as a team member, supporting colleagues with workloads as appropriate.
44. Contribute to continuous service improvements within the service and Authority.
45. Ensure a pro-active and efficient service is provided.
46. In conjunction with the Management Team, ensure that responses from the service to customers, elected members and partners are dealt with effectively, timely and in a polite and professional manner.
47. Be responsible for taking remedial action to minimise risk and adverse performance.
48. Work as part of a team and to share best practice with colleagues.
49. A commitment to the continuous improvement of quality standards, procedures, and processes by identifying suggestions for improvements and participating in internal audits.
50. Work unsupervised, using your own initiative to adhere to sometimes conflicting deadlines and targets and be reactive to service priorities.
51. Support effective communication, completing appropriate documentation as required.
52. Be aware of and comply with Leeds City Council policies and procedures e.g. child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person.
53. Willingness to work across all CEL services providing support to Passenger Transport and any other duties and responsibilities that meet the needs of this role.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
Qualifications: Qualifications or equivalent demonstrating ability in numeracy and literacy are essential. NVQ Level 2 or equivalent is desirable.
Essential Requirements: It is essential that you should be able to demonstrate the following criteria. You will only be shortlisted if you can demonstrate you meet all the essential requirements.
54. Able to communicate effectively with a wide range of people.
55. Able to input/ retrieve information from databases.
56. Able to process documentation using Word.
57. Able to accurately enter/retrieve data information from information systems.
58. Able to work flexibly as part of a team & show initiative.
59. Able to prioritise work to meet conflicting deadlines.
60. Able to demonstrate good numeracy & literacy skills.
61. Able to assist in the training of new team members.
62. Able to display a responsible and co-operative attitude to working towards the achievement of the service’s aims and objectives.
63. Knowledge of general office procedures and practice.
64. Knowledge of relevant financial regulations to carry out financial transactions.
65. Experience of dealing with queries from a wide range of people.
66. Experience of working in partnership with others to deliver work to set deadlines.
67. Experience of providing customer focussed services.
68. Experience of participating in teams and working on own initiative.
69. Experience of the use of the Microsoft package including word, excel and databases.
Essential Behavioural & other Characteristics
70. Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
71. Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon.
72. Able to understand and observe Leeds City Council Equality and Diversity policies.
73. Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
74. Willingness to actively participate in training and development activities.
75. Flexible and adaptable to change to assist other services as required commensurate to grade.
76. Participate in appraisal, training, and development activities.
77. Be aware of and comply with Leeds City Council policies and procedures.
78. Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.
79. Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
80. The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
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