SHEFFIELD CITY COUNCIL

JOB DESCRIPTION

DIRECTORATE:
/
CYPD
SERVICE: / Resources & Development
DIVISION/SECTION: / Contracts & Business Support
POST TITLE: / Senior Officer – Service Support
GRADE: / Grade 6
RESPONSIBLE TO: / Principal Officer Service Support
RESPONSIBLE FOR: / Administrative Officer
HOLIDAYS AND SICKNESS RELIEF: / Officers within the Service Support Team
PURPOSE OF THE JOB: / To ensure providers of Transport to CYPD establishments are paid promptly and appropriately.
To provide management information regarding Transport Provision.
To support the Business Unit Manager with monthly budgetary review.


SPECIFIC DUTIES AND RESPONSIBILITIES

1. To work with the Principal Officer Service Support to implement continuous improvement processes to deliver efficient transport services across the Directorate and with partner organisations.

2. To monitor and review the effectiveness of systems and processes to improve performance and ensure best value for service users and stakeholders, including contracts and SLA’s.

3. To manage information generated by Transport arrangements to support the production of billing statements, under the P2P requirements of the City Council’s Oracle Enterprise One (OEO) system.

4. To monitor payments to Transport providers to ensure accuracy and to liaise with internal and external providers to resolve any billing or service anomalies.

5. To maintain statistical and financial data to support the work of the Transport Service, including reconciliation of actual costs with projections and reporting of variances.

6. To maintain and develop the provision of management information to aid performance review.

7. To attend meetings with customers, providers, and other stakeholders as appropriate.

8. To undertake any duties and responsibilities which do not change the character and purpose of the post as may be determined after negotiation between Management, the post holder and appropriate trade union.

All duties and responsibilities should be carried out in accordance with Council policies and procedures, in particular those on equality and diversity, health and safety and environmental sustainability to ensure absolute confidentiality of all information under the City Council’s Code of Conduct.

Issue date: July 2009


PERSON SPECIFICATION

Post Title : Senior Officer Service Support

MINIMUM ESSENTIAL REQUIREMENTS / METHOD OF ASSESSMENT
Skills/Knowledge
·  High level of numeracy skills
·  Excellent verbal & written communication skills
·  Good understanding of contractual frameworks, processes, specifications & service level agreements.
·  Confidence in decision making
·  Confident and resourceful in problem solving
·  Good ICT skills / Application Form & Interview
Experience/Qualifications/Training etc (if any)
·  Planning and prioritising individual and team workloads
·  Financial planning & forecasting
·  Budget reporting
·  IT based financial management systems, including purchase to pay
·  Working in a ‘Best Value’ procurement and service delivery environment
·  Systems and process development and management / Application Form & Interview
Work Related Circumstances
(Including Working Conditions)
·  Committed to personal development
·  Ability to travel to off-site meetings
·  Ability to adapt to flexible working arrangements / Application Form & Interview

Sheffield City Council

Role Profile Description

Date / December 2007
Family / Business Support
Role profile Level Number / BS 3.5
Purpose
Allocate and monitor the day to day activities of a small discrete team providing elements of business support within defined parameters
Role Accountability / End Result
Office Services
Provide a range of business support and services for one or more managers. / ·  Schedule and minute meetings and events; efficient use of time and resource
·  Travel arrangements for senior colleague(s)
·  senior colleagues and management supported
Customer Support
Respond to customer, internal stakeholder and partnership organisations’ enquiries and operational issues.
Help to resolve escalated or complex issues from internal and external customers. / ·  Enquirers are informed of situation and any action to take
·  Provision of customer services and operations to required standard
Planning
Contribute to Team Plan / ·  Service planned effectively
Information and Reports
Prepare and provide management information and reports.
Enter and manipulate data, checking for accuracy and logic and correcting/flagging up potential errors.
Conduct standard interrogation of systems/databases to answer queries. / ·  Information is relevant and accurate
·  Management decisions are informed
·  Ensure accurate and complete records and information for effective processing
·  Provide accurate and meaningful information to customers and managers
Resources
Deploy resources within guidelines to respond to customer problems or situations. / ·  Efficient use of resources; timely delivery of appropriate resource
·  Provision of assistance to the public
People Management
Allocate work and assist team members in learning relevant work processes. / ·  Work achieved to standard and quality
Financial Transaction
Contribute to budget planning
Monitor and reconcile financial transactions; Raise cheques or credits for public refunds.
Receive income in the form of cash, cheques and card transactions / ·  Monies reach the correct destination in a timely manner
·  Resources deployed effectively
Marketing and promotion
Involved in the marketing and promoting the supported service / ·  Service effectively promoted
Business Improvement
Involved in contributing initiatives to improve business processes. / ·  Change objectives achieved
·  Efficient service delivery
Risk Management/Business Continuity
Involved in contributing to business continuity plans. Highlight and escalate issues outside their remit. / ·  Continuous provision of service
·  Business threatening situation escalated
Nature of contacts and relationship (who and the nature of the communications)
Typically involves supporting internal customers
May involve direct contact with members of the public
Will involve direct contact with escalated and challenging situations
Working Environment Context (physical, disagreeable, health and safety aspects)
Office based
Procedural Context (creativity, discretion, impact, concentration)
Act within guidelines and standard procedure with discretion to allocate work to meet service delivery requirements
Direction Received
Supervision and support readily available
Key facts and figure ranges (include likely size of any team managed)
Supervising the work allocation for up to 6 staff
Assist staff to learn new processes
Receiving cash and cheques amounting to £000’s
Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.)
NVQ 3 with supervisory skills or NVQ4 with High level of technical expertise in analysis, data manipulation and reporting
Ability to interpret information and give instructions.
Ability to relate to customers and colleagues
Work Knowledge
Working knowledge of who Council colleagues are and what they do; understanding of how to deal with customers to required standards of service.
Working knowledge of processes, procedures and systems within area of operation.
Knowledge of service provided in own area and service specific guidelines; knowledge of multiple services desirable
Ability to investigate records and data to answer queries.
Good understanding of Council Policies and service area and local operating procedures
Work Skills and Equipment Operated
Operation of office and public counter equipment (e.g. cashier till, fax, photocopier, scanner)
Good knowledge of relevant office software packages and ability to use presentation aids and materials
SM1 / SM2 / SMD / CRE / CON / DDIS / DCON / RES / WWD / KS / TOTAL
2 / 1 / 0 / 2 / 3 / 2 / 1 / 3 / 2 / 4 / 382

WORKING FOR SHEFFIELD