SECTION 1: PRINCIPAL RESPONSIBILITY
Principal Responsibility / To provide a professional and confidential administrative service to identified customers (individual, team, or unit). This support may cover, in varying proportions, all or some of the key responsibilities set out below or all of the following activities, along with other administrative support tasks in keeping with the grade of the role.· Be personally responsible for administering elements of one or more defined processes, following specific and laid down procedures and to established force or national professional/function-area standards.
· Maintain paper or electronic record systems, updating or amending records in line with organisational policy and procedural guidelines.
· Update and, where appropriate interrogate databases and other data sources, downloading data and manipulating or presenting information in an appropriate format.
· Provide support to Superintendent/Head of Department in the form of diary management or other administrative activity.
· Take responsibility for a portfolio of administrative work or specific key tasks working with limited supervision.
· Provides administrative support to a range of meetings and/or events as required on a regular and/or ad hoc basis. This may include, booking venues,sending out meeting requests. It can include (but not limited to) taking notes, recording and sending out actions and following up actions to officers, staff and external partners as required to ensure those actions are completed.
· Providing a customer focused response to telephone and/or face to face enquiries or requests that may involve some specialist knowledge or subject matter expertise. This includes any regular contact with members of the public, external agencies and stakeholders.
· Create, update and format word documents and basic spreadsheets for use in managing and monitoring activity and general correspondence in document layouts to meet agreed standards.
· Undertakes general office duties which may include making travel arrangements, raising debtor invoices through Agresso computer programme, investigates non-payment where necessary, dealing with seized cash, photocopying, printing, diary management, stationery and equipment ordering including first aid boxes and kit for departments.
· It is expected the postholder may be required from time to time to carry out other duties that are commensurate with the grade of the post.
Rank/grade / Grade 3 / Location / Various / Vetting Clearance / RV
Political Restrictions / None specific to this role – refer to PSD20 working practice for more information
Role-Specific Training and CPD to be undertaken. / · Both Forces IT systems and databases
· FOI Act
· Relevant Health and Safety training
SECTION 2: ESSENTIAL CAPABILITIES & EXPERIENCE (For selection purposes)
Formal Qualifications required / · NoneEssential ICF Activities of the role / · Maintain a record management system
· Input, retrieve and present data using a computer
· Provide customer service
· Maintain standards of professional practice
· Work as part of a team
Essential experience and specialist skills and knowledge / · Demonstrable skills in the Microsoft Office suite of products
· Demonstrable skills in gathering information from a number of sources and present that information in an appropriate manner
· Good planning and organising skills
· Experience of working effectively without close supervision
· Excellent customer care skills, with a proven ability to meet customer expectations
· Experience in working as part of a team
Essential Behavioural
Competencies / · Respect for race and diversity
· Team working
· Community and customer focus
· Effective communication
· Planning and organising
· Problem solving
· Personal responsibility
SECTION 3: ACTIVITIES & BEHAVIOURS
Core Responsibilities / ActivitiesThe role holder should effectively deliver these key requirements:
Administrative Support / 1005 - Input, retrieve and present data using a computer
Enter information correctly using an appropriate computer system, in accordance with legislative requirements and Force policy. Retrieve and present information in a suitable format and supply to relevant personnel.
1110 - Maintain a record management system
Record, store and supply information in accordance with organisational policy and legislative requirements.
242 - Make best use of technology
Make best use of technology in support of your role, ensuring correct operation and compliance with organisational and legal requirements.
Finance and Resources / 1153 - Maintain effective payment systems
Use suitable systems in order to make or receive payments efficiently, in accordance with contractual obligations and organisational policy.
1033 - Order, store and distribute supplies
Ensure a sufficient stock of items in order to facilitate the achievement of local and organisational objectives.
Managing the Organisation / 1042 - Gather information to support action
Gather information from a range of sources in order to support action. Ensure the information is obtained ethically and in accordance with relevant legislation and policy.
1037 - Process telephone calls
Process information and enquiries sensitively and professionally in line with Charter Standards and organisational policy.
1140 - Provide customer service
Provide and promote service to customers in a professional manner in line with organisational policy and legislative requirements.
Personal Responsibility / 206 - Comply with Health and Safety legislation
Ensure that you show a duty of care and take appropriate action to comply with Health and Safety requirements at all times.
660 - Maintain standards for the management of information
Maintain personal responsibility for collection, recording, evaluation, information sharing, review, retention and disposal of information in compliance with codes of practice and Guidance in the Management of Information, information security policy, procedures and legislation
217 - Maintain standards of professional practice
Ensure your behaviour complies with organisational values and organise your own work effectively to meet the demands of your role. Identify, implement and monitor development activities to enhance your own performance.
141 - Promote equality, diversity and Human Rights in working practices
Promote equality, diversity and Human Rights in working practices by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and contributing to developing equality of opportunity in working practices.
224 - Work as part of a team
Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives.
BEHAVIOURS
Community and customer focus
Provides a high level of service to customers. Maintains contact with customers, works out what they need and responds to them.
Respect for race and diversity
Understands other people’s views and takes them into account. Is tactful and diplomatic when dealing with people, treating them with dignity and respect at all times. Understands and is sensitive to social, cultural and racial differences
Effective communication
Speaks clearly and concisely, and does not use jargon. Uses plain English and correct grammar. Listens carefully to understand.
Planning and organising
Plans and carries out activities in an orderly and well-structured way. Prioritises tasks, uses time in the best possible way, and works within appropriate policy and procedures
Team working
Works effectively as a team member and helps build relationships within it. Actively helps and supports others to achieve team goals.
Personal responsibility
Takes personal responsibility for own actions and for sorting out issues or problems that arise. Is focused on achieving results to required standards and developing skills and knowledge.
Problem solving
Gathers enough relevant information to understand specific issues and events. Uses information to identify problems and draw logical conclusions. Makes good decisions.
Version: 4.2 Date: July 2017