The purpose of the role is to support the Intermediate Care Southwark Business Support Team. This will include providing administrative support for both the Urgent Response and Rehab and Reablement Pathways as well as contributing to data quality improvements. The post holder will also be expected to provide cover for Customer Support Officers in the team when the team are short staffed due to planned / unplanned absence.
The Business Support Officer has responsibility for administration processes within a defined service area or professional discipline, which will involve the completion of varied tasks, the application of criteria, finding solutions where matters are not wholly defined and dealing with complex queries. This may include the supervision of other staff. He/she also provides general office management tasks or gives direction to colleagues in completing.
Allocated tasks may include the following.
1. Responsible for delivering specific administrative processes that support the work of a service area or professional discipline. Requiring understanding of the context of operation and potentially legal or regulation activity that underpins actions. At this level the worker will be required to apply pre-set criteria but also seek out solutions to address presenting problems.
2. Apply council wide administrative processes which support the work of the section or discipline; e.g. ordering goods and services etc.
3. Maintain IT systems, including local and corporate IT systems, spreadsheets, databases, text files, web based outputs. Be able to respond to queries on at least one corporate IT system, give support to others and be able to produce appropriate outputs, e.g. reports.
4. Working with council functions, colleagues or partner services to find out information and where appropriate coordinate responses to enquiries made internally or externally. On occasions queries may be multi-layered and responses may have longer term implications for the Council needing input from senior staff or other disciplines, legal, HR etc.
5. Make contact by phone; compose correspondence and e-mails as part of the application of processes or in response to specific enquiries. Be accountable for related follow up action where appropriate to the role and section’s purpose.
6. Compose and produce written and statistical reports, using council IT systems, Microsoft Office suite or other appropriate software. This may be running standard reports or the worker may design for a specific need.
7. Supervise one or more staff involved in the provision of administrative tasks – this will depend on the organisation of the Section, but the potential to supervise is integral at this level. In all areas, provide guidance on administrative matters to colleagues.
8. As required, review and amend administrative systems where these are under the control of the service or discipline or make recommendations for change. Where appropriate give guidance to others in implementing changes (written guidance, face to face etc).
9. Identify the need for office support tasks and take proactive steps to provide, include cover for colleagues when required (e.g. PA support). May require the direction of others and duties may include; dealing with incoming phone calls, meeting arrangements and note taking, data management.
10. Take specific responsibility for a function related to the smooth operation of the office environment, which may require some specific knowledge (e.g. health and safety issues), or co-ordinating others’ activities.
11. Dependent on the work of the Section undertake administrative tasks that require specific knowledge, skills or experience, for example -
Attend internal, and on occasions external meetings, to represent the Section on related policy/processes.
Acting as a super user on a defined process or IT based system. Giving information on usage, responding to presenting problems, delivery of simple training activities.
The organisation and participation in consultative events under the direction of senior staff.
Participate in projects led by others, involving some desk top research, proposing changes and ideas, etc.
1. Working knowledge of Microsoft Office at a level to compile; reports (including embedded tables / diagrams), correspondence, presentations, maintaining spreadsheets, meeting arrangements.
2. Knowledge of how equal opportunities principles apply in administrative and customer services.
3. To understand the principles of supervision.
4. Literacy skills in order to research and produce reports, management information, non-standard correspondence, minutes and accurate records of meetings.
5 Numeracy skills in order to compile statistical and financial information and undertake complex calculations.
6 To have significant administrative experience including:
interpreting policy/ procedural guidance, where courses of action are not clear, and advise others accordingly
compiling and maintaining records and administrative systems both manual and computerised
managing manual and IT records to achieve efficiency and confidentiality
using a wide range of office equipment and ICT software
organising and prioritising a workload, managing conflicting demands.
working in a customer focused environment,
7. Experience of composing written materials that meet customers’ needs:-
appropriate use of e-mail
administration of meetings including note/minute taking
To apply: please email your updated CV to andreia@Southwarkworks.org.uk