Service Support Officer

Job Category : Sec / Admin
Location : Brunswick House, Hull City Council
Hours Per Week : 37.00
Start Date : Immediate Start
Start Time : 08:30
End Time : 17:00
Salary: £10.01

To work as a member of the CYPFS complaints team providing a frontline service to families children and young people by telephone, email and face to face. To provide administrative support to the service. To manage the effective and efficient planning of the work of the team using an electronic allocation and diary system.

RESPONSIBILITIES
To be able to use and maintain Microsoft packages and case management systems.
Screen incoming correspondence, log on system, send acknowledgement and allocate to a member of complaints team
Respond effectively to telephone and other enquiries including receiving and responding to complaints.
Compile statistics reports
Liaise with complaint coordinators and team managers regarding complaint case updates
Retrieve and interrogate data, ensuring appropriate information is provided to relevant people.
To maintain all appropriate staff and service information where required.
Manage and monitor complaint case tracking tools
Manage and monitor and track complaint action plans
To attend and participate in meetings, and supervision as required.
To work flexibly and as part of a team.
To participate in training and development activities as necessary to ensure up to date knowledge, skills and continuous development.
To actively promote Hull City Council’s Policies on Equal Opportunities and to work in an anti-oppressive manner.
To comply with the requirements of all Hull City Council policies, procedures and staff instructions, including responsibilities for health and safety, safeguarding children and equality and diversity.
To undertake any other duties appropriate to the grade.

RELATIONSHIPS
The post holder will be expected to work as a member of the complaints service team within children and families’ services, maintaining a close working relationship with other colleagues, service users, and other agencies.

PHYSICAL CONDITIONS
The post holder will be based at Brunswick until 19th January then at Lowgate . All offices are non-smoking environments

SOCIAL CONDITIONS
The service is available 5 days a week between the hours 8:30 to 5pm Monday to Thursday and 8:30 to 4:30pm Friday. Hours are worked on a flexi-time basis.

Employee specifications
Detailed below are the types of skills, experience and knowledge which are required of applicants applying for the post. The “Essential Requirements” indicate the minimum requirements and applicants lacking these attributes will not be considered for the post. The points detailed under “Desirable Requirements” are additional attributes to enable the applicant to perform the position more effectively or with little or no training. They are not essential, but may be used to distinguish between acceptable candidates.

Essential requirements
SKILLS
Ability to provide an empathic and non-judgemental service to families children and young people who may be distressed and upset
Ability to pass information effectively, accurately and concisely between service users, carers, colleagues and other agencies.
Ability to communicate effectively in writing and on the telephone/face to face
Ability to make quick decisions and use initiative and be able to adapt to different work situations
Ability to work without supervision
Ability to work as part of team
Ability to use a variety of computerised systems/packages, including word processing, spreadsheets and databases and maintain accurate records.
Ability to organise and prioritise workloads and assist in the achievement of deadlines
Ability to undertake further training where required
Ability to provide a responsive and flexible service as needs change.

KNOWLEDGE
Microsoft packages
Filing and diary systems
Understanding the issues of confidentiality and data protection.

EXPERIENCE
General office work/ procedures including telephone call handling
Microsoft packages
Experience of maintaining record systems both manual and computerised.
Dealing with constant and conflicting demands