Service Support Officer Reception LBS-005

London

Full Time

CRA GROUP LIMITED

Not Disclosed

1-3years

Skills

MAC • Active Directory • Service Support • End user • Access Points • trouble tickets • OS • Linux • Project Management • Service Management • Service Quality • Setup • Service Desk • hardware • Software Applications

The Role

3 months contract with a Local Authority

Job Summary:

The Service Support Officer & Receptionist is responsible for providing effective and efficient administrative support across the division providing advice and system support across the Mental Health department. Their main responsibility is to provide reception desk services ensuring excellent and quality customer care for all visitors and callers dealing appropriately with their query.
The Service Support Officer & Receptionist must be able to deal with adults who may be facing difficulties and can sometimes present challenging behaviour and should be able to deal with this in a sensitive and professional manner adhering to health and safety and strict confidentiality procedures.
They will undertake a variety of administrative activities to ensure that service targets are met and continuous improvement is achieved enabling frontline staff to concentrate on delivering the core business function.

Key Duties/Accountabilities (Sample):

Carry out administrative functions (as determined by the nature of the service) considering Departmental policies and procedures and requirements of Government Departments.
Maintain an uptodate knowledge of the legal framework including Government guidelines and statistical returns within which the service operates.
Provide information and guidance on processes and procedures to Practitioners and Managers
Update information systems ensuring that individual records are up to date with information required for statutory returns and local datasets ensuring the data is up to date accurate and reliable.
To undertake the collation preparation and provision of information reports for practitioners and managers using Business Objects and Excel.
Scanning and uploading of documents to the information system ensuring accuracy and appropriate disposal of paper documents.
Provide basic specific financial support to the service.
Distribution of information e.g. Assessments panel papers to service users Practitioners and Independent Panel Members ensuring compliance with the Data Protection Act.
Providing reception services ensuring quality customer care for all visitors and directing callers to appropriate services.
The ability to deal with adults who are facing difficulties and can sometimes present challenging behaviour in a sensitive and professional manner.
Organise meetings and taking/distributing/uploading notes.
Dealing professionally with incoming phone calls emails and correspondence.
To respond to enquiries sensitively and efficiently from professionals and service users on the role and function of the service either orally or in writing considering individual circumstances.
To maintain strict confidentiality of all records produced and received and be aware of requirements of the Data Protection Act 1998.
To participate in the induction coaching and mentoring of new members of staff those on secondment or placement to include administrative financial and professional personnel.
To be first point of contact for Visitors (Service users Practitioners and external Visitors) in the building (and referring on to specialist teams):
To carry out the duties and responsibilities of the job in accordance with the Council s Health and Safety Policy and relevant Health and Safety legislation and to promote equalities through the actively application of the Council s employment practices and procedures in accordance with relevant legislation.
Undertake other duties appropriate to the post that may reasonably be required from time to time.

Skills/Experience:

Excellent working knowledge of Microsoft Office at a level to compile reports correspondences presentations maintaining spreadsheets meeting arrangements.
Knowledge of the nature and operation of adult services and the mental health department.
An understanding of the principles of a quality customer care service.
A general understanding of the principles and applications of diversity in the workplace.
Awareness of health and safety issues within an office environment.
Understanding and appreciating the importance of and need for confidentiality.
Extensive administrative experience including data input and retrieval.
Experience of compiling and maintaining records and administrative systems.
Experience of dealing with customers / members of the public in a professional manner.
Experience of composing written materials; including original correspondence appropriate use of email simple reports and administration of meetings including note/minute taking.
Good interpersonal skills and the ability to encourage positive working relationships with staff and colleagues as well as dealing appropriately with a wide range of people in a variety of settings. E.g. in person on reception or on the phone.
Ability to organise and prioritise own and other people s work including responding to changing priorities and deadlines.
Literacy skills to enable the post holder to produce high quality nonstandardise correspondences.
Numerical skills to enable the post holder to provide statistical information and contribute to statistical reports.
Ability to resolve problems creatively and disseminate information clearly.
Ability to review and maintain administrative systems.

Additional Information:

Childrens and Adults Services.

Excellent working knowledge of Microsoft Office at a level to compile reports, correspondences, presentations, maintaining spreadsheets, meeting arrangements. Knowledge of the nature and operation of adult services and the mental health department. An understanding of the principles of a quality customer care service. A general understanding of the principles and applications of diversity in the workplace. Awareness of health and safety issues within an office environment. Understanding and appreciating the importance of and need for confidentiality. Extensive administrative experience, including data input and retrieval. Experience of compiling and maintaining records and administrative systems. Experience of dealing with customers / members of the public in a professional manner. Experience of composing written materials; including original correspondence, appropriate use of email, simple reports and administration of meetings, including note/minute taking. Good interpersonal skills and the ability to encourage positive working relationships with staff and colleagues, as well as dealing appropriately with a wide range of people in a variety of settings. E.g. in person on reception or on the phone. Ability to organise and prioritise own and other s work, including responding to changing priorities and deadlines. Literacy skills to enable the post holder to produce high quality non-standardise correspondences. Numerical skills to enable the post holder to provide statistical information and contribute to statistical reports. Ability to resolve problems creatively and disseminate information clearly. Ability to review and maintain administrative systems.