Job Description
To support the delivery of the Business Support Team in completion of day to day operational administration tasks. To produce statistical information used to monitor service provision and to support system users with non-technical system issues.
Requirements
Completion of operational rota administration tasks on a daily basis
Production of Statistical Information as per report schedule and any ad-hoc requests
Provide first line support to system users as and when required, within Customer Services and other services who use the system
Complete system testing as and when required
Provide excellent Customer Service
Responsibilities
- Operational Rota Adminstration Tasks
- Checking telephony lines and email queues are working
- Creating flexi/ annual leave sheets
- Dealing with My Account support requests
- Updating Lagan email queue automated responses
- Adding bulky dates to Lagan
- Other tasks as determined on the rota or Team Leader
- Ensure automated statistics are produced as expected
- Generate system reports and collate information in report format
- Respond to both regular and ad hoc requests for statistical reports
- Provide first line support to system users
- Password resets for Lagan
- Setting up or removing Lagan users
- Diagnose problems raised by system users
- Escalate technical queries to the IT Helpdesk
- Add updates and news items to teams channels
- Resolve Change & Issue logs or email requests from system users deemed urgent not covered above
- Involvement with system testing as and when required
- Provide excellent customer service
- Provide back up to service staff as required
The above is intended to provide a clear but concise statement of the present MAJOR TASKS and ACTIVITIES of the job. It is not an exhaustive list of all its detailed duties.
The Individual
Experience in busy Customer Service environment and an understanding of Customer Service provision
Experience of working as part of a successful team both in the office and Hybrid
Ability to work unsupervised
To be able to work under pressure and prioritise own workload
Good understanding of microsoft applications particularly Excel & Teams
Ability to produce statistical information in an easy to understand format
Understanding the importance of maintaining confidentiality
Strong communication skills both written and verbal
Ability to deal with people in an understanding and professional manner
Ability to work in an open plan office
Ability to be flexible to be able to meet the needs and demands of the service
Under the Disclosure (Scotland) Act 2020, the successful candidate will be required to undertake a Disclosure Check.
Temporary position for 2 years
Closing date: 15th August 2025
Starting salary: £24429.60
36.25 hours
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