Business Support Officer

Norwich Living Wage City Action Group; England; On-site; GBP 25,000 - 32,000; Full time

Job summary

Norwich Living Wage City Action Group is seeking an adaptable administrator to provide efficient technical and business support to Property & Economic Development services within the council. You will contribute to effective delivery, service improvement and efficiency while maintaining a customer-focused approach for internal and external customers.

The role involves cross-team collaboration, maintaining accurate data, handling enquiries, diary management, meeting organisation and supporting

Job description

To provide effective and efficient technical/business support to Property & Economic Development services/teams/activities.

To provide a customer focused service for internal and external customers which is focused on excellent delivery, service improvement and maximising efficiency.

To contribute to the delivery of an effective and focused Property & Economic Development service for the council.

• Work collaboratively and support other colleagues (as required) to deliver Team Plans and Corporate Plan.

• Take a collaborative approach to delivering business/technical support across property & economic development teams supporting colleagues to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing knowledge, experience and resources across teams in the council

• Contribute and support the development and delivery of the Council’s strategies and policies as required

• To work on cross cutting corporate issues/projects as required

• To work collaboratively with colleagues across the council to promote a culture of continuous improvement and good governance

• To promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation and high performance

• Provide comprehensive technical support service to the service including carrying out a range of administrative and data/customer management tasks. These include supporting processes to/for:
• Ensuring orders are raised and track raised work orders or management instructions
• Assisting with instructions to NCSL
• Ensuring data is correct and up to date
• Liaising with tenants
• Performance reporting

• Support and assist service managers to ensure that initial complaints, councillor enquiries, MP enquiries and FOI requests received are processed in accordance with council service standards

• Develop effective working relationships with residents, tenants, councillors, officers and other stakeholders in relation to the service, including giving advice and technical support as required

• Assist in monitoring, developing and implementing practices/processes to ensure compliance with statutory requirements and improve customer service

• Assist in the design/delivery of projects to improve customer service and/or reduce levels of expenditure

• Assist in the delivery and monitoring of performance objectives and the collation of performance data (internally/externally) for the service

• Working under direction, plan and execute project work which may vary in duration and may involve work of a statistical nature

• Operate systems and procedures to process face to face, telephone and written enquiries and utilise IT and new technology to maximise office efficiency and service delivery

• Provide a professional and positive first point of contact for face to face, telephone and written enquiries at the customer contact point

• Provide appropriate advice (verbal and in writing) in accordance with standard operating procedures, policies and legislation operated by the service

• Proactively contribute to change management by taking a systems thinking approach in order to identify areas for improvement

• Deal with queries, liaising with internal and external contacts and providing advice and guidance where required

• Assist in delivery of services in accordance with key performance indicators, service standards and quality systems

• Lead on work priorities set by the Property Project Team Leader

• Look for opportunities to bring in income streams into the council and horizon scanning for digital/business opportunities, innovation and efficiency savings across the council

• Comply with relevant statutory legislation in relation to roles/duties

• Demonstrable experience of providing efficient and effective administrative/technical support to professional teams and senior managers in a busy office environment including raising orders, monitoring budgets and supporting budget forecasting

• Experience of working in a customer facing role dealing with customers both remotely and face to face (verbal and written)

• Experience of organising meetings and taking accurate notes

• Experience of diary management for colleagues

• Experience of carrying out research and producing reports (under instruction)

• Experience of accurate data entry and methodical database/systems management

• Experience of using:

• MS Office Word / Excel / Outlook

• Excellent IT skills and computer literacy

• Experience of handling confidential and sensitive information/data

• Knowledge of the Built Environment

• Educated to A level or equivalent or equivalent training and experience in a similar environment

• Evidence of continuing personal development