MAIN AREAS OF RESPONSIBILITY:
- Working in multi-functional teams covering administration, the collection of local taxation, cashiering, and customer contact.
- To deliver first class service to all customers. Staff will rotate between different teams. Appropriate training will support any staff transfer between teams.
- To carry out general administrative duties related to the production of school travel passes.
- To work on all types of cases and accounts ensuring appropriate procedures are followed.
- Take steps to safeguard benefit expenditure, prevent and detect fraud wherever possible. Work co-operatively with investigators, other staff and other organisations to tackle benefit fraud and other fraud, maintain standards of integrity as laid down in the Code of Conduct and Personal Standards of Behaviour.
- To contribute to the process of continually improving customer access to quality, cost effective services and promote a positive image of the Council, working as part of an integrated team.
- To assist with delivering the Council's commitment to excellence and customer service.
- To effectively use relevant ICT systems and assist in the creation, development and maintenance of records, files and statistical information.
- To provide administrative services and to use, develop and maintain procedures and codes of working practice that maintain and enhance quality.
- To undertake any other duties and responsibilities within the grade of the post and work within the Council's commitment to equal opportunities and customer
The key outcomes which the post holder can be defined as and will be judged against:
- Is the 'Customer at the Heart' of the organisation?
- Are delivering Service Excellence?
- Is the organisation an Employer of Choice?
- Are we a financially strong business?
- Is it a successful company measured by; reputation, service and financial performance and national and international quality standards and awards?
- Develop the City Council's commitment to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken
- Keyboard skills.*
- Numerate to a sufficient standard to carry out calculations in relation to the various parts of the service.
- Understanding of City Council services.
- Understanding of Best Value and quality service delivery.
- Ability to communicate orally and in writing with a wide range of people.
- Ability to respond to customer issues and action solutions in a positive manner.
- Able to work to agreed procedures and secure high quality service delivery.
- Able to work as a member of a team.
- Able to maintain and use records and files and statistical information.
- Ability to deal with difficult situations and challenging situations in an assertive and supportive manner.
- Ability and awareness of the need to protect public funds.