Senior Business Support Officer

Purpose of the job: Delivers technical business support services to internal & external customers in one or more areas using skills and knowledge which may be unique to specific business processes. Contribute to the work of the team to ensure quality outputs, carry out support where required, promote ideas for ways of working/team development to improve outputs. At all times operate having regard to current legislation, best practice & service delivery plan/operational performance targets.

Key job outcomes/accountabilities: Coordinate a complex area of Administration or Business Support work. Take ownership and responsibility for end to end processes and assist in the development & delivery of day to day operational business and/or projects including taking a minor role in projects or pieces of work to ensure that all learning is effectively applied and adapted to the job and that the division's plans and targets are achieved. Respond to enquiries from internal and external customers and stakeholders including escalated issues, taking responsibility for satisfactory resolutions. Interpret rules and guidelines in order to find solutions and to know when something needs to be referred to manager. From the work schedule provided, support working models to ensure that service and customers are fully supported and that the service is working in an integrated manner. Assist in the day to day delivery of frontline customer services to colleagues, members of the public, elected members, contractors and other directorate customers in accordance with the council's core values and the key performance indicators. Undertake office duties to include, although not exhaustive: opening & sorting of post, scanning, photocopying, maintaining site resource diaries through schedule management Ensure secure handling of confidential data, which includes sensitive contract information to comply with Council policy and with the Data Protection Act. Provision of business support advice which will include a specialist area which assists in the delivery of projects. Responsibility for day to day operational issues and to deal with escalated issues. Use discretion in the deployment of resources and in the provision of services to customers within rules and guidelines.

General Accountabilities: So far as is reasonably practicable, the post holder must ensure that safe working practices are adopted by employees and in premises/work areas for which the post holder is responsible to maintain a safe working environment for employees and service users. These are defined in the Corporate Health, Safety and Welfare Policy, departmental policies and codes of practice. Work in compliance with the Codes of Conduct, Regulations and policies of the City Council. To model and promote good equalities practice and value diversity across the service. Ensure that output and quality of work is of a high standard and complies with current legislation / standards. Ensure that all mandatory training is undertaken as required e.g. - Bristol City Council's Induction, Health and Safety, Equalities, Safeguarding Children and Safeguarding Adults. Please note - this is not a comprehensive list.

Requirement - ESSENTIAL: Relevant level 3 qualification e.g. NVQ level 3, BTEC, relevant A levels, etc. or able to demonstrate equivalent knowledge & understanding gained through experience and experience of repairs delivery or social housing. Ability to provide technical & administrative support to multi skills teams. Proven time management skills to prioritise work to complete tasks to conflicting demands and tight deadlines. Ability to work with minimum supervision and as part of a team to deliver work to agreed targets and standards and to a high level of accuracy and attention to detail. Proven experience of working in a customer service environment and can demonstrate excellent interpersonal, listening skills and telephone manner. Ability to apply innovative and analytical approaches in solving complex and challenging problems. Ability to converse with citizens and provide complex information in accurate spoken English or through a BSL interpreter and use of written and electronic media, so that information is clearly understood and acted upon. Able to demonstrate knowledge and/or experience of equalities and diversity issues. Have a working knowledge of Microsoft Office applications or equivalent including the following: Outlook, Word, Excel, Internet Explorer, and a willingness to learn new applications and technology as appropriate.

Requirement - DESIRABLE: Customer Service Qualification. Experience of developing effective Business Support systems and procedures. Knowledge of repairs and/or trade activities. Awareness of legislation relevant to the post including Health & Safety (Construction).

NOTES: Working in our busy repairs team you'll be arranging repair appoint