Casual Customer Service/Administrative Assistant

Purpose and Function of Post

To provide a high level of customer service to the general public, by welcoming all visitors and callers to the building and directing them to the appropriate Directorate as required and through operating the Council’s main switchboard.

To provide a comprehensive administration service to the Organisational Development Directorate and to assist in the day-to-day management and control of services.

Principal Duties and Tasks Performed:

Customer Service

1. Act as first point of contact for the Council, welcoming visitors/council staff in a courteous and efficient manner, ensuring a high level of customer care and liaison with other Council Directorates, external agencies and members of the public.

2. Operating the Council’s main switchboard, receiving and initiating calls promptly and efficiently and identifying the caller’s requirements. Transferring calls as appropriate while at all times projecting the Council’s image in a courteous, efficient and helpful manner.

3. Operate and monitor the Council’s manual and computerised booking/requisition systems in accordance with approved procedures, to include visitors signing in/out, room bookings, appointments, equipment delivery and return, acceptance and receipting of documents (e.g. tenders), issue registration documents, etc.

4. Maintain and update computerised systems, e.g. dog licensing and financial systems, and associated document management systems to ensure accuracy.

5. Record, receipt and tally all monies, including credit card payments, in accordance with financial regulations.

6. Process all incoming, outgoing, courier and internal mail including distribution of same and process outgoing mail and update/reconcile systems accordingly.

7. Maintain information stands in the Reception area, ensuring a positive image of the Council is maintained at all time.

8. Deputise in the absence of the Facility Services Assistant, including room set-up etc.

9. Maintain and control adequate stocks of stationery within Council.

10. Ensure the building is efficiently evacuated in the event of fire evacuation procedures being triggered.

11. Ensure the maintenance and storage of records as appropriate.

Additional Administrative Duties:

12. Provide a comprehensive, confidential administration and secretarial support for the Organisational Development Directorate as required, providing an excellent standard of customer service to members of the public, other Council Directorates and external agencies via telephone, email and face to face.

13. Assist with all aspects of Organisational Development Directorate processes, including maintaining and updating computerised and manual systems as required.

14. Respond to enquiries from Council staff and members of the public both in person, over the telephone and via email regarding Organisational Development matters.

15. Responsible for preparation of agendas, attending meetings/minute taking, letters, reports, financial spreadsheets and maintaining an efficient filing system.

16. To assist with analysing consultation responses, collecting relevant data, preparing statistics and providing assistance in the preparation of reports and presentations.

17. Ensure files/documents are held and maintained in line with the Council’s Retention and Disposal policy.

General

18. Comply with Mid Ulster District Council’s Health and Safety Policy and Codes of Practice and adhere to all equal opportunities policies and promote a positive approach to equality and diversity within the workplace. Act in accordance with the Code of Conduct for Local Government Employees.

19. May be required to provide cover at other Council locations, as and when required.

20. Attendance at training, and train new staff on reception/administrative duties as required.

Please note: This job description is a broad picture of the post at the date of preparation. It is not an exhaustive list of all possible duties as it is recognised that jobs change and evolve over time. The post holder will be required to carry out any other duties up to and including the grade for the position offered as necessary to fulfil the purpose and function of the post.

Person Specification

Essential Criteria

Applicants must, as at the closing date for receipt of applications:

1. Possess the right to work in Northern Ireland at the time of application.

2. Hold 5 GCSE’s (Grades A-C) or equivalent including English Language and a numeracy-based subject.

3. Applicants must provide specific and personal examples of having at least 1 years’ relevant experience in the following areas:

a) Proficiency in the use of I.T systems- including a working knowledge of Word Processing and Excel

b) Excellent verbal and written communication skills.

Shortlisting Criteria may be enhanced to facilitate shortlisting

This post is subject to a Basic Access NI Check

2. Competencies

In accordance with the Competency Framework for Local Government1 applicants for this post must demonstrate the following competencies at Operational level:

2.1 Providing Leadership and Direction: Managing Performance – sets clear, aligned, high standard performance goals and objectives for self, others and the organisation.

2.2 Managing Yourself: Managing your own work – plans, structures and prioritises own work to achieve optimum results.

2.3 Working with Others: Meeting Customer Needs – Establishes the needs of customers and strives to ensure these are met.

2.4 Moving Forward: Continuously Improving Services – seek to continually improve the services and processes that impact on users.