Senior Business Support Officer

Main Purpose Of The Job:

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To provide customer-focused, efficient and effective administrative and clerical support to the Children?s Social Care workforce, including project support where required.

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To deliver a wide range of both routine and more complex administrative tasks in order to support the effective and efficient delivery of services within Children?s Social Care.

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To support the accuracy, maintenance, and development of data and information systems in response to changing needs and to ensure effective implementation and review.

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To provide on-going support and guidance to Business Support Officers.

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Summary Of Responsibilities And Personal Duties:

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The knowledge required to undertake these tasks will reflect the specific legislative, policy and operational requirements of Children?s Services and the individual services the postholder is designated to support.

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General Administrative Support

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Support, guide and mentor Business Support Officers on all aspects of the work, including providing input into the PES process as required.

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Receive, sort and distribute incoming and outgoing post (including via electronic systems) for the division.

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File records in an accurate and timely fashion and maintain electronic or paper filing systems using key systems such as EHM, LCS, ContrOCC.

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Photocopy, scan and index documents to ensure information can be distributed to intended recipients.

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Collate, print and distribute documents or materials as required by the team.

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Organise and support the delivery of events and training courses (including booking venues or catering and arranging travel/accommodation).

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Organise or support the organisation of staff/ statutory visits, meetings and case conferences (including preparing papers, inviting attendees, booking travel).

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Take accurate minutes or notes at meetings, panels or other events (including more complex or sensitive situations), ensuring confidentiality is maintained at all times.

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Support the maintenance of records and monitoring for service budgets and contract registers.

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Manage all internal queries and information requests (only referring more complex queries to Team Managers or Team Leaders).

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Undertake a range of ICT and mobile phone requests, including training new staff, setting up user accounts, maintaining telephone and email lists, ordering hardware, updating web information and ensure up-to-date awareness and skills to perform these tasks.

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Perform basic troubleshooting for Microsoft Office, line-of-business systems (and manage requests to external contractors e.g. IT services) and MFDs

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Raise Purchase Orders (PO?s) and process invoices and be responsible for authenticating invoices and payments in accordance with the Council?s financial procedures and regulations.

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Undertake general office management tasks, including supporting Business Continuity and Health & Safety processes, completing Display Screen Equipment (DSE) or other risk assessments and maintaining corporate registers or contract lists.

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Research and collate information for complaints and Freedom of Information (FOI) requests, in support of Team and Service Managers, liaising with staff and managers to ensure that deadlines are met.

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Undertake data collection for employee performance as required by Team Leaders or the Hub Manager.

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Coordinate recruitment activity for temporary and permanent staff (in conjunction with individual services and HR)

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Coordinate induction and training sessions for new staff within the department.

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Be aware of and comply with policies and procedures relating to safeguarding, child protection, health, safety and security, confidentiality and data protection (reporting all concerns to an appropriate person)

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Work flexibly across the Children?s Social Care Business Support Hub to provide cover for other officers as required.

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Buildings & Premises Support

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Order and issue stationery, supplies and other equipment (including service-specific items) when requested, following standard approval processes and ensuring the safe and secure storage of items.

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Receive deliveries and check goods received against purchase order forms.

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Maintain storage spaces and public areas (including printers and scanners) ensuring that all equipment and office areas comply with Health & Safety requirements.

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Service Specific Support

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Manage both routine and more complex enquiries from customers via telephone, face-to-face, web or email in a sensitive, courteous and professional manner, resolving the majority of issues and only referring on to a Team Leader when necessary.

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Provide basic information on individual services, processes or legislation/procedures and signpost to other sources of information (including relevant officer or service).

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Receive, log and process applications, referrals or contacts, ensuring that the correct information is obtained and recorded in relevant systems.

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Create, maintain and update customer information on systems and databases using key systems such as EHM, LCS, ContrOCC.

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Arrange payments to customers via prepaid cards, BACS transfer or other mechanisms ensuring proper accounting processes are adhered to and in accordance with Council financial regulations.

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Obtain necessary customer documents and verify as required.

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Prepare cases, files and related documents for approval and review.

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Book appointments for customers using the Council?s electronic room booking system and other systems.

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Produce and distribute public information materials.

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Book interpretation and translation services as requested (including liaising with provider).

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Extract information from systems or databases and provide reports to managers as part of service, departmental, organisational or national reporting requirements.

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Undertake both basic and more complex information searches when required (using the internet, intranet or other sources).

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Provide project management support as requested.

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