Operational Support Assistant (Admin and Clerical)

Job Title: Operational Support Assistant

Location: Scunthorpe

Hours: Full time, Temporary

Pay: £12.18 p/h

Overall purpose of job: To provide Technical Administrative service across all of Waste Services functions by providing specialist technical support as well as undertaking a full range of clerical/administration duties. Post holders will be expected to be flexible in undertaking the duties and responsibilities attached to their post and may be asked to perform other duties, which reasonably correspond to the general character of the post and are commensurate with its level of responsibility.

Main responsibilities:

• To provide friendly and caring support for all enquiries, including giving and receiving information for customers both internal and external, Waste Services staff, call centre staff and operatives, by phone/fax/email and face to face.
• Initiate the investigation and resolution of complaints and enquiries, however received, relating to the delivery of Waste Services by the council or its appointed agents
• To monitor and maintain the generic email address for all waste related incoming correspondence and act as necessary.
• Input and maintain accurate records, in the MAYRISE system with details of Waste Services data.
• To interrogate and produce various reports as required.
• To assist the service area as a whole by providing the administrative function with information, reports and research which will contribute to the establishment of documents.
• Perform clerical duties for office based staff to include (but not be limited to) word processing, spreadsheets and use of databases and bespoke information technology systems, plus filing, faxing, document distribution, archiving, photocopying and minute taking.
• Issue rechargeable accounts for recovery of finance following Commercial Waste accounts and contractor claims, including investigation to gather evidence and information to justify recharge.
• Process invoices for payment by due date to meet performance targets, by reconciling with order/delivery and entering actual costs onto the bespoke costing system and invoice details into the council e-financials system for payment.
• To establish systems for the receipting of incoming post and to co-ordinate out going communications on a daily basis.
• Coordinate office supplies and stationary for all staff and place orders.

Knowledge, skill and experience essential:

• Experience and use of different software packages, in particular a high level of expertise in word processing (Word), spreadsheets (Excel), databases (Access), Powerpoint, and e-mail.
• Experience in the use of electronic financial management systems including invoicing & sundry debtors.
• Previous experience of working in an administration environment.
• NVQ Level 2 or equivalent.
• Experience of database systems and reporting techniques.
• Ability to produce accurate work.
• Experience of dealing with members of public on the telephone or via reception including conflict complaints.
• Ability to clearly express themselves verbally, in writing with a high level of accuracy and numeracy.
• Ability to work on own initiative or as part of a team.
• Ability to work to tight deadlines, manage own workload and constantly changing prioritises to meet performance targets.
• Ability to work under pressure during and outside core working hours.
• Able to demonstrate good customer care and telephone skills including the use of diplomacy, enthusiasm, helpfulness and flexibility in work situations.
• Able to demonstrate sensitivity, confidentiality and understanding of Data Protection Issues.

Creativity and innovation:

• Dealing with complaints/enquiries from members of the public, Councillors, Parish Councils, Commercial Waste Customers and either resolve or pass onto the appropriate person.
• Problem solving where issues arise e.g. incorrect invoices, missing delivery tickets, missed collections etc.
• Manipulation of data sets to produce reports and management information for Head of Waste and Group Managers.
• Identify commercial opportunities in relation to commercial waste recycling and collection services.
• Design reports, and other documentation.
• Establish databases and spreadsheet so that data can be entered & retrieved efficiently.

Contacts and relationships:

• Daily contact with service providers to investigate issues of performance
• Daily contact with commercial account holders and other non domestic waste producers
• Daily contact with public including commercial waste account holders, Councillors and Parish Councils regarding complaints/enquiries, some contacts may be irate.
• Daily contact with colleagues within Waste Services functional area for passing and receiving information.
• Daily contact with Customer Services Manager for discussions on daily workload issues and passing on of reports and research information.
• Regular contact when necessary with the Customer Services Manager in regard to assisting with administration workload.
• Regular contact with colleagues on communication issues.
• Less frequently with other service area issues.

Decision making:

• The resolution of some complaints and most enquiries at the point of contact.
• The recommendation of appropriate actions to improve data handling and quality.
• Prioritise workload, quick decision making and responding to ever changing priorities and service demands.
• Recommend corrective actions following reported service delivery failures.
• Discussions with external service providers concerning the quality and accuracy of data.
• Using initiative to interpret instructions received.

Environment & Work demands:

• The service is demand led.
• Need to conduct certain aspects of the job in accordance with an established timetable and meet deadlines that are set that are subject to change at short notice as well as fluctuation in work levels and patterns.
• Need to be flexible in order to respond to problems as necessary.
• Constant interruptions by phone and reception dealing with difficult people.
• The post holder will mainly be working in a normal office or meeting room environment.
• Occasional unsocial hours/weekend working.
• Some out of hours working will be required.
• Working within defined timescales and to tight deadlines.

If this role aligns with your skills and what you are looking for in your next role, we would love to hear from you.