Title: CYPF Support Officer

Primary Purpose of Role:
To provide excellent business support services in the Children's spoke (CYPF department), ensuring that all activities and functions provided to colleagues, managers, external stakeholders, and customers are efficient and effective.

Key Accountabilities and Key Measures
Role Outcomes:

• Deliver administrative functions appropriate to specialism, working within timescales and service level agreements (40%)
• Accurate use of digital systems to ensure processes or transactions are administered within guidelines and policies (20%)
• Provide/run basic data reporting for specific service specialism (20%)
• Accurate manual and computerised recording of sensitive information and manage the storage, retention, and disposal of sensitive records (20%)

Role Measures:

• Efficient delivery of service with high levels of compliance and customer satisfaction
• Confidential data and information are securely processed and maintained according to regulations and policies
• Reports and information are provided within required timescales
• Support the continued development of the business support service by being proactive and ideas-focused for ongoing improvements

Key Activities:

• Work effectively with both internal and external stakeholders to gather relevant information or advice (25%)
• Ensure all requests, enquiries, applications, referrals, and casework are processed in line with agreed timescales, and all follow-up actions are undertaken (where relevant) or passed on to the service area (15%)
• Maintain customer and client information and data in a confidential manner, ensuring compliance with regulations relating to the access, security, and processing of personal data (15%)
• Validate and manage data and information received, collate and produce reporting, provide statistics, and complete returns e.g., FOI requests (10%)
• Proactively provide suggestions to the team on measures to improve the service in terms of efficiency, customer experience, and best practice, supporting a continuous improvement ethos (10%)
• Develop and implement approved system changes in conjunction with ICT and end users (5%)
• Responsible for promoting and maintaining Quality Assurance and carrying out the duties of ISO Internal Auditor (5%)
• Represent the team at corporate meetings, taking relevant actions, and ensuring communications are cascaded (5%)
• Administer Health, Safety, and Wellbeing activity, including DSE assessments (5%)
• Carry out induction for new employees (5%)
• Undertake other duties appropriate to the grade of the post

Essential Qualifications/Knowledge:

• GCSEs A*-C (9-4) or equivalent in English and Maths
• NVQ3 or equivalent qualification or experience in business support
• A willingness to undertake appropriate learning and development as required

Desirable Qualifications/Knowledge:

• Customer care qualification/training
• Working knowledge of financial systems, budget monitoring, preparation, and financial reporting
• Basic knowledge of relevant legislation, policies, and procedures

Essential Experience:

• Experience of using Microsoft Office products and web-based software packages
• Experience of providing effective and efficient customer service to both internal and external customers in line with policies and procedures
• Experience of giving information and signposting customers in a tactful and professional manner face-to-face, over the phone, online, and in writing
• Demonstrable administrative experience with an understanding of office procedures
• Experience of prioritising own workload to ensure deadlines are met
• Experience of planning priorities and working to tight deadlines
• Experience of maintaining documents, records, and data, e.g., financial records, customer records, or accounts
• Experience of working within a team

Desirable Experience:

• Experience of working on process improvements
• Experience working with multiple stakeholders both internal and external
• Experience of organising meetings and producing the resulting notes, action points, minutes, and reports

Essential Skills:

• Ability to take ownership of issues and see through to a resolution for customers, keeping them informed as required
• Ability to process service requests
• Customer care skills and the ability to show initiative when dealing with customer enquiries
• Communication skills to provide information and signpost customers, some with specific communication needs, when dealing with their enquiries and complaints
• Numeracy skills required for carrying out calculations and ensuring the accuracy of data
• Literacy skills required including spelling, grammar, and punctuation for dealing with letters and documents
• Ability to use own initiative and independent decision-making, with access to senior staff, to support the day-to-day delivery of business support
• Teamworking skills and the ability to work together with colleagues to deliver a cohesive, joined-up service to customers
• Time management skills to prioritise work appropriately, be punctual, and meet deadlines in order to deliver a good service
• Accuracy with a high level of attention to detail

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.