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ROLE PURPOSE:
- Delivery of technical and core administrative support, and customer service support within the Waste Service, meeting performance targets and embedding a culture of "Putting our residents first" where continuous service improvement is maintained.
Job Description
People Management
- No direct supervisory responsibility, however, may be required to assist in induction and training of peers and new employees.
Customer Management / Care
- Demonstrate understanding of the Council’s Customer Care Standards and ensure that these standards are met in order to deliver the Council's vision of 'putting our residents first’.
- Respond to customer queries by phone, email, and CRM systems, and escalate issues and messages to the technical managers and professional workers
- Commitment to the highest level of service delivery
- Learn from best practice and lead by example in the development of a customer focused team empowered to continually improve levels of service delivery through innovative and creative approaches to service improvement.
Operational Service Delivery
- To support the Waste Services team to investigate and respond to enquiries, service requests, and complaints.
- Responsible for delivering complex, routine, and emergency administrative tasks to ensure consistency in service delivery
- Deliver a skilled and flexible technical administration support service, and to react to peaks and troughs of work in both the customer contact and waste services teams.
- To work as part of a multi-disciplinary team responsible for meeting tight deadlines and committed to high standards of customer care
- Maintain an understanding of the operational workflow processes and linkage with the technical administrative support services
- Prioritise tasks assigned and escalate any gaps in resourcing to the line manager
- Escalate any operational issues to the line manager
- Ability to learn complex and specialised administrative tasks in a short space of time to meet changing service requirements
- To provide high quality technical specialist services administrative support to the customer contact and waste services teams
- To show flexibility in adapting to delivery of different functions at a variety of locations, to meet varying demands
Financial & Resource Management
- Demonstrate cost-consciousness and identify any cost-effective changes to own way of working.
- Resolve financial queries (including payment enquiries) and ensure appropriate financial controls are in place
Continuous Improvement
- To identify and suggest any improvements to current ways of working in order to deliver a more efficient and effective service for customers.
- Support the delivery of continuous monitoring of team and individual performance and own productivity against set standards and targets
- Support the Council in the delivery of improvement initiatives and change programmes
- Ensure quality of output is maintained and issues are resolved effectively
- Sustain the understanding of operational services to ensure effective delivery of tasks
- To be responsible for own personal development, and to take part in training as and when identified or requested
Contacts
- Internal: All levels of staff, up to and including Deputy Chief Executive, Central Services, Corporate IT, HR, Facilities Management, L&D and as required Councillors, the Chief Executive and Corporate Directors.
- External: Members of the public, Local authorities, private organisations, schools and colleges, community groups, representatives of London- wide and regional bodies, contractors, other public bodies, and suppliers
Additional Responsibilities
- Complete other reasonable tasks in order to fulfil role purpose or as instructed by management.
KEY PERFORMANCE INDICATORS
- Delivery of agreed targets
- Delivery against any agreed service levels
- Delivery against performance, productivity and quality targets.
