Job Description
5Months Contract with Plymouth Council
Summary:
The role involves providing administrative and customer-focused support across various departments to ensure efficient and effective service delivery to colleagues, managers, and customers. This position is crucial for maintaining high standards of service and operational efficiency within the organization.
Responsibilities:
* Address inquiries by offering advice and guidance to customers.
* Review applications, evaluate evidence, make decisions, and generate documents based on established criteria.
* Perform routine administrative support for multiple teams, including data entry to maintain data quality.
* Communicate with customers through various channels, providing clear information on accessing services.
* Schedule appointments as needed, explaining evidence requirements to support applications and appointments.
* Update information accurately in relevant systems such as Academy, Civica, and Carefirst.
* Securely handle and process customer requests, data, and payments daily.
* Suggest improvements to enhance service efficiency, customer experience, and best practices.
* Perform other duties appropriate to the role's grade.
Requirements
Essential Qualifications/Knowledge:
* GCSEs A*- C (9-4) or equivalent in English and Maths.
* Willingness to undertake relevant learning and development.
Desirable Qualifications/Knowledge:
* NVQ Level 2 or 3.
* Customer care qualification/training.
* Basic knowledge of relevant legislation, policies, and procedures.
Essential Experience:
* Proficiency in Microsoft Software Packages (Word, Excel, Outlook).
* Experience in providing information and signposting customers professionally across various communication methods.
* Proven track record of delivering effective business support services.
* Administrative experience with a solid understanding of office procedures.
* Ability to prioritise workload to meet deadlines.
* Experience in maintaining documents, records, and data.
Desirable Experience:
* Experience in process improvements.
Essential Skills:
* Ability to resolve customer issues and keep them informed.
* Competence in processing basic service requests.
* Strong customer care skills and initiative in handling inquiries.
* Effective communication skills for providing information and addressing customer needs.
* Numeracy skills for calculations and data accuracy.
* Literacy skills for handling correspondence and documents.
* Decision-making skills based on criteria evaluation.
* Teamwork skills to collaborate effectively with colleagues.
* Time management skills to prioritise tasks and meet deadlines.
* High level of accuracy and attention to detail.
Requirements
Essential Qualifications/Knowledge: GCSEs A*- C (9-4) or equivalent in English and Maths. Willingness to undertake relevant learning and development. Desirable Qualifications/Knowledge: NVQ Level 2 or 3. Customer care qualification/training. Basic knowledge of relevant legislation, policies, and procedures. Essential Experience: Proficiency in Microsoft Software Packages (Word, Excel, Outlook). Experience in providing information and signposting customers professionally across various communication methods. Proven track record of delivering effective business support services. Administrative experience with a solid understanding of office procedures. Ability to prioritise workload to meet deadlines. Experience in maintaining documents, records, and data. Desirable Experience: Experience in process improvements. Essential Skills: Ability to resolve customer issues and keep them informed. Competence in processing basic service requests. Strong customer care skills and initiative in handling inquiries. Effective communication skills for providing information and addressing customer needs. Numeracy skills for calculations and data accuracy. Literacy skills for handling correspondence and documents. Decision-making skills based on criteria evaluation. Teamwork skills to collaborate effectively with colleagues. Time management skills to prioritise tasks and meet deadlines. High level of accuracy and attention to detail.