Job Details
Job title: Customer Services Duty Officer (Relief)
Salary/Grade: Grade 3
Service: ICT and Facilities
Reports to: ICT and Facilities Manager
Manages/Supervises: None
Job purpose
- To provide relief cover for the Customer Services Duty Officers (CSDO’s) when they are on leave (annual, sick, TOIL), training or on other official business.
- To Act as the first point of contact for customers requesting and wishing to access services provided by Braintree District Council outside of normal working hours, also to assist in the delivery of the customer services team and endeavour to ensure that the service meets the needs of all its users.
- To work with the Facilities Officers and Building Managers in providing Facilities Management Services for Causeway House and the Plaza
Principal Accountabilities
- To be a customer champion for citizens accessing services provided by Braintree District Council, including operation of the out of hours emergency response service.
- Respond to all customers requirements in a positive, prompt, efficient , courteous & helpful manner.
- To deal with non Braintree District Council enquiries as appropriate and to liaise with nominated contact
- To operate the CCTV management system and to maintain a cordial working relationship with the Police
- To operate the Fire and Intruder alarm systems and monitor the internal CCTV cameras as circumstances dictate.
- To patrol the buildings on a regular basis and note and report maintenance problems.
- To support, contribute and comply with quality practices as described within the Corporate Quality Policy and as directed by Management
- To monitor car parking arrangements.
- To monitor the access to and egress from evening meetings.
- To provide facilities hirers’ requests where practicable and to monitor functions.
- To assist with confidential waste collections from Departments.
- To provide an internal parcel delivery service and to replenish satellite photocopier paper supplies
- To ‘floor walk’ reception areas ensuring customers are finding the easiest channel for their enquiries
- To work in collaboration with other staff to ensure that meeting rooms are prepared in accordance with requirements.
- Ensure that all customers service requests and any actions taken are recorded on the appropriate system
Corporate Accountabilities
- To take responsibility for maintaining own health and attendance.
- To support, contribute and comply with quality and governance procedures as directed by management.
- To apply and actively promote the principles of the Council’s Equal Opportunities Policy in all areas of employment and service delivery.
- Any other associated duties detailed by Head of Service or his representative.
- To advise Line manager if, at any time, the above duties and responsibilities cannot be performed.
- Any other duties as required to support the business, including maintaining business continuity and during civil emergencies.
- To apply and actively promote the principles of the Council’s Safeguarding Procedure in all areas of employment and service delivery.
Skills, Knowledge and Experience
(Tested at application and interview stage)
Experience and Qualifications
- Experience of working in busy office environment
Skills and Knowledge
- Ability to work as part of a team
- Knowledge and a good understanding of Microsoft Office
- Good organisational skills
- Ability to communicate both verbally and written
- Flexible approach to work
- Self-motivated
- Good interpersonal skills
- Well developed keyboard skills
Competencies
(Tested at interview stage)
Communicating Effectively
Demonstrate the effective use of the range of communication methods available: written, spoken, electronic, and use these methods in appropriate ways suitable to the context and situation
- Communicate with staff and colleagues in a manner which is clear, fluent, accurate and concise.
- Listen well and seek clarification and understanding, avoiding jumping to conclusions or making assumptions.
- Ensure that all communications adhere to organisational and legislative requirements such as data protection, DDA, BDC standards, etc.
Performing efficiently and effectively
Promote good performance, developing clear, structured and efficient ways of managing workload and delivering results. Staff should challenge themselves and others to perform well, and to adhere to the Council’s performance management systems
- Ensure that all work done is in line with business and service plans and supports the overall aims and ambitions of the Council.
- Encourage others to focus on performance.
- Use a project management approach to the achievement of key objectives, targets and projects.
- Encourage the use of learning and development as a means of improving service and people performance.
Using and managing resources efficiently and effectively
Demonstrate the effective and efficient use of the full range of resources used in and by the Council including time, finances, staffing, equipment, information, materials, buildings, etc.
- Ensure the efficient use of time and skills
- Ensure the efficient use of accommodation, materials and equipment, to maximise cost effectiveness and efficiencies, while maintaining standards of health and safety and risk management.
- Ensure that systems of good housekeeping are in place for the management of equipment, accommodation, data etc.
- Update yourself regularly on resource issues including budget expenditure
- Ensure that procurement plans are in place for relevant activity.
Engaging with the customer
Understand the needs and requirements of their customers, to provide excellent customer service, and to involve customers in the improvement of services
- Ensure that you work to customer service standards.
- Seek out and listen to the needs and views of a wide range of customers.
- Ensure that the design and development of services have been shaped by customer needs and expectations.
- Ensure the delivery of services is mindful of the needs and requirements of the full range of customers and does not exclude any part of the customer base both internal and externally.
- Ensure that regular customer feedback is sought, analysed and acted upon.
Working well together
Actively foster good working relationships with colleagues and customers in order to collectively achieve the Council’s direction and ambition
- Co-operate and work well with team members, peers, senior managers and external partners in the pursuit of goals and objectives.
- Establish and maintain constructive and open relationships across the range of people you work with, achieving positive outcomes and sharing feedback with others.
- Establish a culture of team work and co-operation for your staff.
- Encourage problem solving.
Other conditions
- This post doesn't require a DBS check
- This post is not politically restricted
- This post doesn't entitle you to a lease car
- This post doesn't entitle you to a casual car allowance
Values and behaviours
Our values and behaviours are an integral part of who we are; they are the guiding principles that should inform how we work together, support each other and make decisions.
Our organisation thrives on the dedication and passion of its people and it’s important that we embody these values and behaviours and they become a part of our organisational DNA.
Our vision
We will be ambitious, support each other and work together in new ways to achieve outstanding results
Our core values
We value everyone
- We respect, recognise and support our people, residents and businesses
- We listen to each other, understand and treat everyone fairly
- We care about our people and appreciate the unique qualities in us all
We work together
- We respect, recognise and support our people, residents and businesses
- We work as one team, recognising everyone's contribution
- We build strong relationships and partnerships to deliver better outcomes
We are flexible
- We embrace change and new ways of working
- We are adaptable, open to new ideas and focus on solutions
- We aim to constantly improve, and we are not afraid to challenge the status quo