Administration Officer LBS-006

Job Description

Job title: Administration Officer LBS-006
Job Category: Admin & Clerical
Location Council Offices, Frensham Street, Southwark, Surrey, SE156TH, Southwark Council
Hours per week 36
Salary: £17.53 per hour

PURPOSE OF THE JOB
1. To provide administrative support to Southwark Repairs, undertaking customer care duties including dealing with correspondence, raising works orders and updating technical databases, booking TQO inspections, processing payments & variations, minuting meetings and liaising with customers, contact centre, other staff, contractors and other stakeholders.

PRINCIPAL ACCOUNTABILITIES
1. Responsible for the preparation, presentation and efficient distribution of information as and when required by Repairs and Maintenance staff and management.

2. Process and vary payments, credit notes and recharges in accordance with policy and procedures. Comply with audit recommendations, implement new financial controls and procedures, safeguard the Council’s assets, and ensure that payroll deadlines are met.

3. Ensure performance monitoring systems are in place, and information is accurate and effective, and in accordance with financial regulations. -Process all correspondence including logging, distribution, monitoring, prioritising and reporting on progress and filing as appropriate. -Undertake basic research and analysis of information in relation to the section.
-Collate and produce reports and statistical information for pre and post inspections, contractor performance and other issues relating to contract management.
– Provide background information, reports, etc to enable staff to respond fully to reports of disrepair, complaints and other enquiries.

1. Liaise with internal and external agencies to ensure procurement & service delivery.

2. Ensure staffing, training, financial and other operational administrative information and records are maintained (both manually and on computer), and that information used and provided by Repairs and Maintenance Team is accurate and appropriately filed / stored.

3. Responsible for processing and logging reports of disrepair and other routine repairs/works as directed, either resolving the issue or escalating as appropriate and monitoring to completion.

4. Ensures customer focus standards are maintained, including dealing with the public, answering correspondence, solving problems and investigating complaints. Use databases and other IT packages including iCasework,
Information @Work, iWorld, APEX

1. Assist in the management of term contracts within the scope of Southwark Repairs , this will include attending meetings, producing minutes, liaison with contractors, maintaining records, writing reports and correspondence, monitoring performance including the service of default notices if appropriate, processing variations and liaison with customers.

2. Assist in the management of a number of contracts operating within the service and respond to and resolve problems in the day to day operation of these contracts. Liaise with technical/professional staff where necessary.

3. Ensure requests for technical officer inspections are assessed and, where necessary, booked with the resident and raised on iWorld. Also that any works are ordered as appropriate and with regard to all relevant Health & Safety regulations.

4. To carry out all necessary liaisons, including attendance at meetings with, contractors, residents and officers, as required. Updating residents or staff on works ordered or follows on actions required.

5. Notify unsafe and insecure damaged areas within the workplace and inform Management of issues.
Knowledge, including educational qualifications:
1. Understanding of “right first time” customer focussed service delivery and the impact this may have on delivering a housing repairs service.
2. Knowledge/experience of housing repairs or a demonstrable willingness and ability to learn.  
3. Understanding of equality & diversity matters and the impact these may have on delivering a repairs service.
4. Understanding of health & safety matters and the impact these may have on delivering a repairs service.  
Experience:
5. Extensive experience of working both independently and as part of a team, building and maintaining effective working relationships and liaising with others to deliver successful outcomes.  
6. Experience of following guidance and using own judgement to make reasonable decisions in a consistent and timely manner.  
7. Experience of using different IT systems and record keeping or willingness/ability to learn.  
8. Experience of helping to develop and implement changes to processes to deliver performance improvement.  
Aptitudes, Skills & Competencies:
9. Excellent communication skills across all formats – telephone, in writing (including emails), face to face – and ability to adapt communication to different audiences as necessary.  
Strong organisational skills including the ability to plan work to take account of competing priorities and take ownership and responsibility for delivery.