Business Support Officer LBS-006 (Admin & Clerical)

JOB DESCRIPTION

POST TITLE: Business Support Officer

GRADE: 6

DIVISION / UNIT: Housing Needs & Support

DEPARTMENT: Housing

REPORTS TO Complaints & Quality Assurance Manager

PURPOSE OF THE JOB

To provide comprehensive administrative support duties for the Complaints and Quality Assurance Team, including the Director of Housing Needs and Support and supporting the team to ensure service delivery.

To undertake administrative work relating to research of new and developing issues, gathering information and intelligence and prepare reports for the Complaints & Quality Assurance Manager, Senior Managers and other relevant stakeholders.

To manage and maintain manual and computerised quality assurance systems, process compensation payments, monitor follow actions across service areas to ensure effective and quality service delivery.

PRINCIPAL ACCOUNTABILITIES

Responsibilities

To carry out administrative work and provide general support to the Business Unit and the Housing Complaints and Quality Assurance team.

To organise the administration of Complaints and Members’ Enquiries and ensure all enquiries are answered within the corporate time period.

To support a culture of continuous improvement and maintain professional competence that will enable the team meet its key performance objectives. To monitor the team’s quality and assurance systems and ensure the continuous improvement of the quality of monitoring and reporting

To manage, record and monitor compensation awards and ensure payments are processed promptly. To also produce reports on compensation awards monthly, quarterly and annually to the Complaints & Quality Assurance Manager.

To set up and maintain information systems and records, both manual and computerised to support business functions and maintain strict confidentiality on any personal data. Collate and produce accurate and timely management information to aid performance monitoring as required.

Responsible for the administration of the complaints and casework database and other council wide systems. To provide support on delivery of training and guidance to staff on use of the systems.

Assist with the development of new forms and procedures as required in line with statutory and corporate policy to ensure that departmental policies and procedures are strictly adhered to.

To use and maintain a quality assurance log and monitor all follow up actions and recommendations relating to Complaints and Members Enquiries and extract statistics on response times for performance monitoring purposes.

Arrange room bookings, prepare agendas and supporting material for distribution and take minutes, undertaking any associated administration and ensuring that all parties are informed and updated as required.

To attend meetings when required for the purposes of minute taking and undertake any other duties commensurate with the level and grade of the post.

JOB CONTEXT

Organisational objectives

We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse and growing population. At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. 

We put the customer at the heart of what we do and work to resolve issues as they arise and exceed customer expectations every step of the way. As part of the Housing Complaints Team, you’ll be an integral part of this vision by being the link with our customers when things go wrong and ensuring we listen, and are honest, open and accountable with our responses and explanations. Carry our duties with due regard to the Councils Equal Opportunities, Governance, Data Protection and Health and Safety (including to provide assistance where possible) policies and procedures.

Structural Arrangements:  You will report to the Complaints & Quality Assurance Manager.

Financial responsibilities: N/A

Contacts:  Wide range of internal and external stakeholders including residents, professional colleagues, directors, senior managers, elected members, professional bodies, partner organisations and government regulatory bodies

Conditions of service

The grade of the post has been set at grade 6 using the council’s local grading scheme.

Contractual hours of duty are in accordance with the needs of the service with a minimal of 36 hours per week.

The post holder maybe required on occasions to work outside normal office hour’s e.g. to attend meetings.

The post holder may be required to acquire professional housing qualifications if not already attained

Grade/Conditions of Service

The employment is subject to a probationary period of twenty six weeks from your start date of employment with Southwark Council, during which time you will be required to demonstrate to the council’s satisfaction your suitability for the position in which you are employed.

PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job.

Knowledge, including educational qualifications: Essential (E) How assessed (S/ I/ T) Knowledge and Experience of working in Local Authority and understanding of Housing Management functions. E SI Good working knowledge of spreadsheets, database and Microsoft packages such as Word, Excel, Power-Point. E I Experience: Substantial experience in office administration processes. E SI Experience of producing statistical reports. E I Organising and maintaining filing systems both manual and computerised. E I Experience of using spreadsheets to produce detailed reports E I Aptitudes, Skills & Competencies: Accuracy and keen attention to detail in the production and maintenance of information. E SI Ability to organise, prioritise workloads and work to strict deadlines. E SI Ability to work as part of a team in a pressurised environment. E I Communicate effectively orally and in writing. E I Ability to deal with confidential information in an appropriate manner. E I Special Conditions of Recruitment: Must demonstrate an understanding of the issues relating to equal opportunities in service delivery and provision and to actively promote ways of eradicating racism, sexism and other forms of negative discrimination through the Council’s policies and procedures.

Key:             E        Essential                  S        Shortlisting criteria                                                             I         Evaluated at interview                                                             T        Subject to test