Customer Resolution Support Officer

Human Resources & Development - Form 35 Version 15- Issued October 2022 JOB DESCRIPTION AND PARTICULARS OF APPOINTMENT Job Title: Customer Resolution Support Officer Post Number: Grade and SCP: Grade 6 SCP 8 to 11 Directorate: Place Where your role fits at Shropshire Council As Shropshire Council we are rightly proud of our achievements and we have proven to be a resilient local authority in our response to the many challenges we overcome, particularly over recent years. We will be continuing this momentum with ambition and a focus on delivering our four key priorities outlined within the Shropshire Plan: Healthy People, Healthy Environment, Health Economy and Healthy Organisation. We are committed to achieving this by aligning everything we do to our vision 'Shropshire - living the best life'; to tell everyone that Shropshire Council is a great place to be. We will enable a skilled, happy, healthy, diverse, inclusive, empowered, and proud workforce that influences and leads change, addressing any inequalities. As a member of the Health Protection Team, which is part of the Health, Wellbeing and Prevention Directorate, you will support the achievement of the above key priorities, making a real difference to the lives of people in Shropshire. The service delivers a range of regulatory functions including the administration of the Blue Badge scheme, dealing with empty properties, licensing, parking enforcement including penalty charge notice challenges and appeals and parking permits, private sector housing enforcement and trading standards, which together aim to ensure people are safe, businesses thrive and the environment is protected. Also included is a cross-directorate service support function, which supports the Business and Consumer Protection Service and also the teams that form Health and Environmental Protection & Healthy Place, Overview of your role The post is a Support Officer level post, where you will work under direct supervision to support the effective and efficient delivery of regulatory, business support and enforcement duties relating to the functions delivered by the Business and Consumer Protection Service and Health, Environmental Protection & Healthy Place. Who will your manager be and what will you be responsible for? You will be: reporting to the Health Protection Manager who is in turn responsible for your health and safety, training and development working closely with and under the day-to-day direction of the Customer Resolution Technical Officer to act as the first point of contact for a broad range customers expected to support a range of projects, under direction from the Customer Resolution Technical Officer and other senior officers expected to carry out a wide range of support duties, including finance related work, under direction from the Customer Resolution Technical Officer and other senior officers What will you be doing? Act as a first point of contact for enquiries from residents, businesses, partner agencies, services, and all other customers Resolve issues through advice and, where required, by escalating/signposting to relevant internal teams/staff and to external agencies and partners Enter enquires onto IT case management and data base systems Maintain accurate records relating to all enquiries received Provide a wide range of technical and administrative support Provide support in relation to finance processes, e.g., processing requisitions and refunds, raising purchase orders and invoices, recovering fees and administering payments Input and maintain accurate financial records of all transactions/enquiries Compile, assess and process data and information Support the delivery of operational action plans and projects with a focus on customer service Support the delivery of regulatory and enforcement projects and activities with a focus on customer service process and systems Keep up to date with relevant legislation and appropriate practices and procedures Support the delivery of operational action plans and projects with a focus on customer service. The above duties are an illustrative outline and are not an exhaustive list. You will be expected to become involved in a range of work to enable the service to respond effectively to the changing requirements of the Council and changes affecting the workforce. What we expect of you You will: adopt a customer focused approach when delivering your service, ensuring engagement with service users and maintenance of an appropriate personal profile act as an advocate for your service and work collaboratively with colleagues across the whole Council to meet the needs of the people of Shropshire meet individual, service and personal development targets agreed through the Personal Development Review Process, learn from experience and are committed to continuous improvement individually and as an employee of the Council work with colleagues to meet your team's key performance indicators, support a culture of team working and ensure the team functions successfully in support of the Council's corporate and service objectives meet the behaviours and competencies adopted by the Council in the way in which you achieve your objectives and carry out your work What are your conditions of Service The conditions of service are those laid down by Shropshire Council, which have been adopted and amended as necessary from those laid down by the National Joint Council for Local Government Services. Your primary work base will be at Shropshire Council Headquarters with the requirement to regularly work from home. Your post is subject to the following: The post is Permanent, for 37 hours per week Normal office hours are7am - 7pm Monday - Friday and 8am - 1 pm Saturday with a minimum lunch break of 30 minutes. Occasional evening and weekend work may be required The post is subject to the Council's annualised hours scheme as implemented within the specific work area This post carries eligibility to join the Local Government Pension Scheme. Information about this will be sent with any formal offer of appointment. Annual leave entitlement is a pro rata flat rate scheme of 207 hours (28 days) annual leave plus bank holidays, with five days extra awarded to those staff with five years local government service giving an entitlement of 244 hours (33 days). Two days of an employee's allowance (pro rota for part time staff) must be taken at Christmas for any potential Christmas closures. Employees who work in a building/service which is required to open over the Christmas period, the two days leave (pro rota) can be carried over into your next leave year but must be used by the end of March. The appointment is subject to one month's notice in writing on either side. The appointment is subject to six months' satisfactory probationary service during which time the notice period will be one week on either side. Smoking is not allowed in Council buildings, in Council vehicles or in any Council place of work. What pre-employment checks will we undertake? The appointment is subject to receipt of the following pre-employment checks; 1. Satisfactory employment references 2. Medical report 3. Evidence of the qualifications required for the post/listed on your application form June2023