Clerical Officer – Customer Support Services

Education Authority; Omagh; On-site; GBP 26,000 - 27,000; Full time

Job summary

Education Authority is seeking a Clerical Officer to provide a professional reception and switchboard service, manage mail and room bookings, and support administration across the estate. You will be the first point of contact for visitors and staff, handling queries with a customer‑focused approach while using ICT tools daily.

The role requires strong organisational and communication skills, 36 hours per week, and a fixed‑term contract to 31 August 2027.

Qualifications

• Hold five GCSE passes (A*-C) or equivalent or higher and one year’s admin/clerical experience, OR three years’ admin/clerical experience in an office environment.
• Demonstrate knowledge of clerical officer duties in a large organisation and the functions of the Education Authority.
• Excellent ICT skills and ability to use Word, spreadsheets, databases, Outlook and Teams.

Responsibilities

• Reception: be the first contact for visitors, answer routine queries and record messages.
• Switchboard: handle calls and record messages, report telephone faults.
• Mail/Parcels: sort, stamp, distribute mail and prepare outgoing post.

Skills

Customer service

Administrative duties

ICT skills

Communication

Organisational skills

Education

Five GCSEs A*-C or equivalent

1 year admin/clerical experience OR 3 years admin/clerical experience

Tools

Word processing

Spreadsheets

Databases

Outlook

Microsoft Teams

Job description

Job Reference: 26008415)Primary Location : Tyrone-Omagh-Omagh OfficeContract Type : Fixed-Term (May be subject to extension or reduced for any valid reason)Duration of Contract/Contract End Date : 31 August 2027 to cover maternity leaveStatus : Full-TimeHours per Week : 36 hours per weekWorking Pattern : Monday - Friday 8:30am-4:30pm (to include additional hours if required)Grade/Scale : Clerical Officer | NJC pts 5 - 8 | £25,583 - £26,824 per annumAdditional Allowance(s) : Not ApplicableAnticipated Interview Date(s) : 30 November 2026Additional Information: N/AJOB DESCRIPTIONREPORTS TO: Executive OfficerRESPONSIBLE FOR: Providing a professional customer focused service in Customer Support Services to include Reception.JOB PURPOSE· Provide an efficient and effective reception/switchboard service.· Assist in the provision of an efficient and effective internal and external mailing system.· Provide administrative support to Management.· Assist in the provision of an efficient and accurate room booking system for facilities within the estate.MAIN DUTIES AND RESPONSIBILITIESReception· To be the first point of contact for visitors at reception areas, provide a response to routine queries and record messages accurately.· Provide advice and support for internal and external queries, enquiries and requests which may arise from visitors and staff.· Sort, screen, date stamp, record and distribute incoming mail/deliveries to reception in line with service practice.· Perform announcements across the telephone network when required.· Deliver a professional and customer focused serviceSwitchboard· To be the first point of contact on switchboard and delivery of all incoming and outgoing calls, dealing with routine queries and recording messages accurately.· Report system faults or difficulties which arise with the telephone network to Management.· Deliver a switchboard service that meets the needs of the customer.Mail and Parcel/Package Delivery· Sort, screen, date stamp, record and distribute incoming mail/deliveries as instructed.· Preparation of outgoing mail.· Carry out procedures required in relation to the receipt of parcel and package deliveries.· Booking of Rooms· Provide an effective and efficient system for the booking of meeting and training rooms and to liaise with Building Supervisors.· Providing advice and guidance to system users.· Reporting difficulties with room bookings to Management.Secretarial Assistance· Provide administration duties in connection with the full range of services within Customer Support and Premises Services as requested by Management.· Use of ICT packages including Word Processing, Spreadsheets, Databases, Outlook, Microsoft Teams as required and use of the telephone system.· Update and maintenance of a Database and Spreadsheet of EA staff.· Assist in the issue of Access Control/Identification Passes for EA staff.Other Duties· Undertake relevant training as requested by Management.· Undertake any other duties at the request of the Head of Service.· Promote and adhere to the values/ethos of the Education Authority· Undertake Fire Warden Duties.· Foster a workplace safety culture to ensure workplace safety.· Ensure 100% compliance on Mandatory training is achieved.· Assist in the training of new staff.· Take a responsive and customer focused approach to workThis job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard for equality legislation at all times.PERSON SPECIFICATIONNOTES TO JOB APPLICANTS1. You must clearly demonstrate on your application form under each question, how, and to what extent you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria, where relevant.2. You must demonstrate how you meet the criteria by the closing date for applications, unless the criteria state otherwise.3. The stage in the process when the criteria will be measured is outlined in the table below.4. Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form.5. Please note that the Selection Panel reserves the right to shortlist only those applicants that it believes most strongly meet the criteria for the role.6. In the event of an excessive number of applications, the Selection Panel also reserves the right to apply any desirable criteria as outlined in Section 3 at shortlisting, in which case these will be applied in the order listed. It is important therefore that you also clearly demonstrate on your application form on how you meet any desirable criteria.Section 1 - Essential CriteriaThe following are essential criteria which will initially be measured at the shortlisting stage and which may also be further explored during the interview/selection stage. You should therefore make it clear on your application form how, and to what extent you meet these criteria. Failure to do so may result in you not being shortlisted.Factor Essential Criteria Method of AssessmentQualifications/ExperienceHold five GCSE passes (grades A*-C) or relevant equivalent or higher examination qualifications and one year’s administrative/clerical experience in an office environment including general office duties, word processing and practical use of computers;ORHave a minimum of three years’ administrative/clerical experience in an office environment including general office duties, word processing and the practical use of computers.Shortlisting by Application FormSection 2 - Essential CriteriaThe following are additional essential criteria which will be measured during the interview/selection stage in line with EA’s Game Changing People Model.Factor Essential Criteria Method of AssessmentKnowledgeKnowledge of the requirements of a Clerical Officer within a registry/switchboard/reception within a large organisation.Knowledge of the functions of the Education Authority.InterviewSkills/AbilitiesIn line with EA’s Game Changing People Model we will look for evidence of:Ability to organise a busy workload to deliver effective results on time.Flexibility to meet changing demands as required.Ability to communicate and work effectively with others as part of a team.Ability to use own initiative to solve problems and respond to others.Ability to take a responsive and customer focused approach to work.Excellent ICT skills.InterviewValues OrientationEvidence of how your experience and approach to work reflect EA’s ethos and values.InterviewSection 3 - Desirable CriteriaSome or all of the desirable criteria may be applied by the Selection Panel in order to determine a manageable pool of candidates. Desirable criteria will be applied in the order listed. You should make it clear on your application form how, and to what extent you meet the desirable criteria, as failure to do so may result in you not being shortlisted.Factor Desirable Criteria Method of AssessmentExperienceExperience of working in a registry/switchboard/reception within a large organisation.Shortlisting by Application FormOur ValuesThrough the selection process we will also seek evidence that the personal values of candidates align with those of the EA. This will include evidence of commitment to equality and excellence in service delivery. These reflect our aim which is to meet the needs of all our children and young people equally, removing barriers to learning and ensuring equality of access to excellent education services so that every child can develop to his or her full potential.DISCLOSURE OF CRIMINAL BACKGROUNDThe Safeguarding Vulnerable Groups (Northern Ireland) Order 2007 defines working directly with children or young people or in specified places as ‘regulated activity’.In the event that you are recommended for appointed to a post that involves ‘regulated activity’, the Education Authority will be required to undertake an Enhanced Disclosure of Criminal Background. Please note that you WILL be expected to meet the cost of an Enhanced Disclosure Certificate. Details of how to make payment will be sent to you at the pre-employment stage.Further information can be accessed at NI Direct or the Department of Justice.