Customer Services Officer LBS-006

Job Description

Job Title : Customer Services Officer LBS-006
Job Category : Admin & Clerical
Location : Queens Road 1, Southwark Council
Hours Per Week : 36.00
Start Date : Immediate start
Start Time : 09:00
End Time : 17:00
Salary: £14.93

To cover the duty admin system, answering phone calls, responding to emails and dealing with service users who are coming into the building to provide documents and collect weekly money for personal expenses

Responsibilities

1. Identify the need for office support tasks and take proactive steps to provide cover for colleagues when required (e.g. PA support), duties may include; dealing with incoming phone calls, meeting arrangements and note taking, minute taking, data management, duty support.

2. Apply council wide administrative processes which support the work of the service; e.g. ordering goods and services, sending out letters etc.

3. Maintain IT systems, including local and corporate IT systems, spreadsheets, databases and text files. To be able to produce appropriate outputs, e.g. reports.

4. Update IT systems to ensure 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.

5. Scanning and uploading of documents to the information system, ensuring accuracy and appropriate disposal of paper documents.

6. Dealing professionally with incoming phone calls, emails and correspondence; taking messages in an efficient manner and redirecting calls to the appropriate officer where necessary.

7. 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, taking into account individual circumstances.

8. To maintain strict confidentiality of all records produced and received and be aware of requirements of the Data Protection Act, 1998.

9. Compose and produce written and statistical reports, using council IT systems, such as MOSAIC, or with Microsoft Office suite and other appropriate software. This may be running standard reports or the worker may design for a specific need.

10. Take specific responsibility for a function related to the smooth operation of the office environment, which may require some specific knowledge (e.g. health and safety issues), or co-coordinating others’ activities.

11. 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 actively promote equalities through the application of the Council’s employment practices and procedures in accordance with relevant legislation.
12. Undertake other duties appropriate to the post that may reasonably be required from time to time.

Knowledge, including educational qualifications:
Excellent working knowledge of Microsoft Office at a level to compile reports (including embedding tables/diagrams), correspondences, presentations, maintaining spreadsheets, meeting arrangements.
Knowledge of the nature and operation of adult and children’s social services
Awareness of health and safety issues within an office environment.
Understanding and appreciating the importance of and need for confidentially.
Experience:
1. Experience of working to directorate and corporate policies, procedures and practice including performance frameworks and their application within a social care setting.
2. Experience of compiling and maintaining records and administrative systems.
3. Experience of data cleansing, producing statistical information.
4. Experience of composing written materials; including original correspondence, appropriate use of email, simple reports and administration of meetings including note/minute taking.
5. To have extensive administrative experience, including data input and retrieval.