Senior Business Support Officer

Main Purpose Of The Job:

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

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.

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

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

Summary Of Responsibilities And Personal Duties:

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.

General Administrative Support

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

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

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

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

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

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

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

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

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

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

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.

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

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.

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.

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.

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

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

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

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)

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

Buildings & Premises Support

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.

Receive deliveries and check goods received against purchase order forms.

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

Service Specific Support

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.

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

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

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

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.

Obtain necessary customer documents and verify as required.

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

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

Produce and distribute public information materials.

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

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

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

Provide project management support as requested.