Re: Customer Knowledge and Information Officer (London) – Ref: 9258
Thank you for your interest in the above position.
Our application pack consists of:
· an application form
· a job description and person specification
· our values and behaviours
· an equal opportunities monitoring form
This pack can also be made available to you in large print, Grade 1 or Grade 2 braille, or on disk or tape. Please feel free to ask us if you would prefer to receive it in one of these alternative formats.
If you have a disability and would like assistance in filling in the form then please contact me at least three days before the closing date for the role and we shall be glad to help you.
We only accept CVs from applicants whose disability makes it difficult to complete an application form. All applicants however need to address the specific information we have asked for in the job advert.
Please read the guidance notes on the careers page of our website before filling in the application form as you may find this helpful when completing the form.
Closing date for applications is at midnight on Tuesday, 12th December 2017
Interview date: Tuesday, 19th December 2017
If you are able to, please complete and return your application form and the equal opportunities monitoring form by email to .
However we will accept braille, audio, disk, typed and handwritten applications sent to HR Administrator, RNIB, Human Resources, 105 Judd Street, London WC1H 9NE.
We want to ensure that as much of our resources as possible go towards supporting people with sight loss and therefore we do not normally contact unsuccessful applicants individually. If you have not heard from us within three weeks of the closing date, please assume that your application has been unsuccessful on this occasion. However, we would encourage you to apply for other suitable roles.
Once again, thank you for your interest in this vacancy and for working for the Royal National Institute of Blind People.
Aiste Lester
Assistant Resourcing Business Partner
Job Description
Position Details
Job Title: Customer Knowledge and Information Officer
Job Level: M3
Section: Services
Unit: UK Advice and Customer Service
Location: London, Judd St
Type of Contract: Permanent
Salary: £28,463 per annum (inclusive of £3603 pa London Weighting Allowance)
Hours: 36 per week
Reports to: Customer Knowledge and Information Manager
Purpose of Job:
To maintain knowledge and information resources, ensuring customer-facing teams have the information necessary to provide support to blind and partially sighted people.
Impact:
Responsible for multiple volunteers.
Financial Responsibility:
No budget responsibility.
Decision Making Responsibility:
Responsible for determining updates to customer-facing factsheets and leaflets.
Main Accountabilities:
1. To collect, analyse, organise and disseminate knowledge and information from across RNIB and other agencies to UK Advice and Customer Service staff.
2. To research and develop links with key RNIB services to ensure information held on RNIB databases is updated systemically and regularly.
3. To liaise with colleagues within RNIB and relevant external organisations to improve the quality and range of information held, and to ensure the effective referral of enquiries.
4. To write and develop existing customer-facing publications, factsheets, resources and web pages.
5. To work closely with teams within RNIB to co-ordinate updates to publications from planning to production.
6. To work with various external organisations to develop a collaborative, external knowledge tool.
7. To respond to requests from colleagues and other organisations to update external database.
General
The following points are common to all job descriptions:
- Undertake any other duties commensurate with the post
- Adhere to all RNIB policies and procedures
Person Specification
Please note all criteria are essential unless otherwise stated
1 Specialist Knowledge, Skills and Experience
1.1 Experience of leading projects to develop new information and knowledge resources.
1.2 Experience of maintaining and improving the quality of information resources across print and digital formats.
1.3 Experience of effective information search and retrieval using electronic resources including the internet, online databases and journals.
1.4 Experience of fostering and maintaining positive relationships with external organisations and sector partners.
1.5 Ability to enthuse and influence colleagues in different teams to share knowledge and information.
1.6 Ability to collect and present data on operational performance and webpage analytics.
1.7 Knowledge of the information needs of disabled people (Desirable).
2 Team working skills
2.1 Ability to develop effective and supportive relationships with colleagues.
2.2 Experience of collaborating with colleagues across different teams to deliver customer-focussed outcomes.
2.3 Ability to train staff in using databases, IT systems and accessing information.
3 Planning and Organisational skills
3.1 Ability to organise time effectively, prioritising workload and meeting deadlines.
4 Problem-solving and creative skills
4.1 Ability to take responsibility for own actions and make decisions without referring to others.
4.2 Ability to remain calm and controlled under pressure, particularly when dealing with multiple deadlines, challenging customers or difficult queries.
5 Communication skills
5.1 Experience of writing both customer and staff-facing content.
5.2 Experience of communicating effectively with all levels of staff, both verbally and in writing, adapting style to suit the audience.
5.3 Experience of organising and presenting information in a non-technical and accessible way.
5.4 Experience of using Microsoft Word, PowerPoint and Excel or equivalent.
6 Equal Opportunities
Ability to understand and demonstrate commitment to RNIB's Equal Opportunities Policy and to ensure all activities are consistent with the Equal Opportunities Policy. This includes all staff activities and their interface with the general public.
7 Special Conditions
7.1 Must be prepared to travel and attend meetings and training as required which will involve occasional overnight stays.
Behaviours
Deliver results
· Motivates and develops others to continually exceed standards and expectations.
Engage Customers
· Makes systems and processes more customer-friendly, and acts as key “go to” person for customer knowledge for the service area.
Engage others
· Coaches and mentors others in the development of supportive and trusting relationships with colleagues, customers and others which develop and enhance the service and organisation’s profile and reputation.
Set Direction
· Demonstrates awareness of commercial and financial considerations.
· Drives and enables creativity, innovation, improvement and new activities for team and service which contribute to sustaining organisational success.
· Manages change effectively, recognising and addressing the impact of change on people and services.
Lead and inspire
· Creates and leads high performing teams, recognise the importance of leadership in own role and take steps to improve ability to lead and motivate others.
· Displays resilience and takes a rational approach.
Personal impact
· Gains support for position and achieves win/win situations through negotiation and compromise, demonstrating confidence, passion and authority.
End of Document.
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