Division: / Repairs and Investment
Landlord Services
Job Title: / Business Support Officer
Grade: / 4
Post Number: / M036
Base/Location: / Southfields
Responsible To: / Business Support Team Leader
Responsible For: / -
Key Relationships/
Liaison with: / Customers of Charnwood Borough Council
Contractors and Suppliers
MPs and Councillors
Council Officers
Job Purpose
·  To ensure the Repairs and Investment service fully complies with Charnwood Borough Council’s Corporate Customer Care Standards and achieves high levels of customer satisfaction. To additionally support the retention of the Customer Service Excellence standard.
·  To support with the performance, quality management, planning/ scheduling of appointments, recharging, customer issues including complaints and administration requirements for primarily repairs and maintenance but additionally covering asset management.
·  To be responsible for the administration of and proactive working with suppliers and contractors of one or more areas including transport (vehicle tracking), fuel cards, waste management, materials and equipment, contracts and any other core function within the Repairs and Investment service.
·  To ensure resources are fully optimised within repairs, voids and any other areas within the Repairs and Investment service which may require planning/scheduling including subcontractors and tenant led inspections.
·  To monitor all customer satisfaction enquiries and collate reports and surveys, assessing trends and reporting these to the Business Support Manager.
·  Delivery of an effective and appropriate service to all service users, fairly and without discrimination.
Main Duties and Responsibilities
1 / To support the provision of a top quartile Repairs and Investment service by coordinating workload planning, supplier relationships, and subcontractor relationships. To deal with any planning/ scheduling/ appointment activity for the service. Dealing with all enquiries and requests and initiating and monitoring actions across the repairs and maintenance service teams. Ensuring that Charnwood Borough Council fulfils its legal, regulatory and statutory obligations.
2 / To deliver specific assigned duties around the administration, coordination of contractor and in-house waste management, vehicle and transport issues including fleet maintenance and compliance, fuel cards, vehicle tracking, material purchasing and management of frameworks/ trade supplier contracts.
3 / To be responsible for inputting and extracting data as per the requirements of the service, data analysis and reporting, invoicing, payments, petty cash and telephone and front desk enquiries.
4 / To support Repairs Team Leaders relating to all administrative requirements around repairs, voids and subcontractor works.
5 / Raising and administering work orders.
6 / Ensure the effective maintenance of databases and hardware used by the Repairs and Investment services such as QL, Cloud Dialogs, Lagan (CRM), Agresso, telephones and mobiles, regularly undertaking necessary housekeeping of the IT systems and directing users accordingly.
7 / To develop, improve, maintain and make use of appropriate IT systems and procedures to assist in the achievement of service and organisational objectives. Ensure all documents and service communications are accurate, consistent and well presented. Develop and maintain electronic and paper filing systems for the service in line with organisation records management policies.
8 / Utilise feedback from customers, operatives, staff, suppliers and contractors regarding operational delivery, initiating service improvements as necessary.
9 / Actively set targets, monitor performance, benchmark, network and engage with other contracting organisations, suppliers and subcontractors and their representatives to ensure the service achieves the standards set. To seek opportunities for change; developing policies and procedures, as necessary, to deliver continual improvement.
10 / Monitor daily work volumes ensuring efficient use of resources to meet turnaround timescales. Ensure trade operatives have the workload to allow them to perform to an optimum level at all times.
11 / Assist the service managers with the daily liaison and monitoring of the supply chain’s activities to ensure service standards are maintained, reporting potential deviations in performance to the Business Support Manager; preparing appropriate reports for remedial action.
12 / To take appropriate action to address weak areas of performance by introducing new practices or changing the way the service is delivered.
13 / Continuously monitor operational performance and take necessary remedial action, recommending adjustments to resource need in order to maintain required levels of performance within available budgets including developing spreadsheets and reports.
14 / To ensure that the organisation’s health and safety, environment, equality, diversity and inclusion policies are fully implemented at all times and in all aspects of service delivery and employment.
15 / To undertake any other duties of a similar level or responsibility including deputising for line manager and work planners and periodically attending evening meetings.
16 / To ensure that customer satisfaction is a service priority and that systems and processes are developed to record customer feedback.
17 / To support on IT and customer service projects for the service.
18 / To be responsible for inputting and extracting all data requirements for the systems.
19 / To undertake any additional duties; this will include assisting with other core work activities within the Business Support team.
20 / To actively set targets, collate performance information, seek customer feedback, monitor performance, presenting timely KPI data, benchmark, network and engage with stakeholders to ensure the service achieves performance excellence.
21 / To seek opportunities for continuous improvements in line with industry best practice.
22 / General administration for the service, including post, telephones, stationery ordering, printer/scanner maintenance and printing, minutes and any other similar duties.
23 / Undertake training in order to carry out the duties of the post in an informed, efficient and effective manner. Provide training and guidance to new and existing staff when appropriate.
Special Factors
·  The nature of the work may involve the jobholder carrying out work outside of normal working hours.
This job description sets out the duties and responsibilities of the job at the time when it was drawn up. Such duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the job.
Charnwood Borough Council is seeking to promote the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010 to accommodate a suitable disabled candidate.
Date Prepared/Revised: 29th March 2017


Division: / Repairs and Investment
Landlord Services
Job Title: / Business Support Officer
Grade: / 4
Post Number: / M036
/ Essential / Desirable / How assessed

Qualifications

Evidence of continual professional development

/ ü / App/Int/
Doc
Educated to a minimum of 2 GCSE’s of grade C or above or equivalent
/ ü / App/Int/
Doc
Recognised customer care qualification / ü / App/Int/
Doc

An appropriate IT qualification

/ ü / App/Int/
Doc
Or

Demonstrable experience identified within the section below.

/ ü / App/Int
Experience

Significant experience of performance-based work in a customer focused service organisation

/ ü / App/Int

Significant experience in delivering exceptional customer services in areas such as contact centres or similar

/ ü / App/Int

Good working knowledge of housing management software, repairs scheduling system, voids planning and mobile work software

/ ü / App/Int

Knowledge of QL housing management and Service Connect repairs scheduling software

/ ü / App/Int

Have a working knowledge of all Microsoft applications to assist in producing documentation as well as an ability to learn new IT and paper-based systems

/ ü / App/Int

Experience of analysing data and preparing reports, identifying trends and improvements

/ ü / App/Int

Experience of Housing services specifically repairs and maintenance, asset management, trades, materials, processes and safety

/ ü / App/Int

Experience of successfully developing services to achieve and maintain excellent performance

/ ü / App/Int

Knowledge and understanding of customer research methodologies and experience of implementation

/ ü / App/Int

Experience of implementing quality assurance systems that engage customers and key stakeholders

/ ü / App/Int
Skills/Knowledge
The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post. / ü / Appt/Int
Ability to make decisions, take the initiative and work under own direction towards tight deadlines / ü / App/Int
Ability to manage operatives’ work patterns within a live environment with the need for being assertive and to deal with conflict / ü / App/Int
Ability to investigate, evaluate and respond to situations quickly / ü / App/Int
Ability to make effective decisions based on objective assessment of situations / ü / App/Int
Ability to control multiple processes simultaneously / ü / App/Int
Ability to respond to changing priorities in order to meet deadlines / ü / App/Int
Ability to demonstrate skills to improve services and performance for our residents / ü / App/Int
Gather, collect, record, track and verify data and information from multiple sources; compile, review and analyse data / ü / App/Int
Ability to demonstrate skills to improve services and performance for residents / ü / App/Int
Have a methodical approach to work / ü / App/Int
Work under pressure and to strict deadlines / ü / App/Int
Analytical skills sufficient to assess moderately complex information from multiple sources and draw logical conclusions / ü / App/Int
Ability to challenge discriminatory attitudes, statements and behaviour / ü / App/Int
Interpersonal Skills
Excellent interpersonal skills and a proven ability to communicate effectively at all levels / ü / App/Int
Able to work as part of an effective team and as an individual, and to demonstrate an innovative approach to continuous customer development / ü / App/Int
Excellent written, networking and presentation skills / ü / App/Int
Courteous manner towards clients, customers and colleagues / ü / App/Int
Other requirements
Must be flexible and be prepared to work outside normal office hours on occasion according to the needs of the service / ü / App/Int
An understanding of, and commitment to, equal opportunities, and the ability to apply this to all situations. / ü / App/Int
Must be able to perform all the duties and tasks of the job with reasonable adjustments, where appropriate, in accordance with the provisions of the Equality Act 2010. / ü
Key:
App = Application form
Test = Test
Int = Interview / Pre = Presentation
Med = Medical questionnaire
Doc = Documentary evidence (e.g. certificates)
Prepared by: Business Support Team Leader / Date: 29th March 2017

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