Full job descriptionPositive Employment is currently recruiting for a Administrative Support for our client, a local government organisation based Guildford in .


The successful post holder will support the Head of Customer, Case & Parking Services in managing the teams to ensure work processes, standards and compliance are completed efficiently and effectively and continuously improved. Manage workflow and ensure cases are resolved as quickly and efficiently as possible. Undertake quality checking of work, providing training and support as required. Work with Customer Services and Specialist Services to ensure there is a clear understanding of the handoff points between each area. Maintain performance standards as agreed in conjunction with the Head of Customer, Case & Parking Services and address any performance issues as they arise quickly and in accordance with polices
This role is a contract position with an initial contract of 4 months, with the possibility to extend. Hybrid working is available.


Duties and Responsibilities but not limited to:
* Assist the efficient, effective and consistent processing and resolution of customer casework, identifying and meeting customer needs and ensuring the sharing and dissemination of best practice
*Assist with the understanding of customer need and enabling a speedier, simpler, more responsive customer journey contributing to the continuous improvement in the delivery of the Council’s outcomes.
*Access and accurately update all relevant information systems in accordance with Data Protection principles
*Supporting customer self-serve and spotting opportunities for the Council to initiate further enabling and self-serve
*Manage non-complex customer issues effectively and understand when to consult with others, including Specialists
*Maintain confidentiality in line with agreed policy and relevant data protection legislation
*To support the continuous improvement of processes and procedures within the service using best practice from others where appropriate
*To provide support for the escalation of service issues
*To display the following levels of competency:
*o Be able to complete less straightforward rules-based tasks and cases for at least two
*services or
*o Be able to complete moderately complex cases and tasks for one service area where
*significant functional knowledge and skills are required
*Assist with knowledge sharing across the casework team
* Promoting new ways of working, responsible for multi-skilling people within teams and encouraging knowledge sharing across casework teams
*Assisting with the design and development of tools and guidance notes which enable the
*team to self-serve and widen their knowledge


Personal Requirements:
* Proven ability to understand and comply with legislation and regulations in day to day business
*Solid understanding of case management approach and experience of dealing with more complex cases and providing multi-disciplinary support
*Proven ability to analyse, problem-solve and respond to requests and understanding when to escalate a case
*Proven ability to be accurate, detailed and professional in approach to work
*Proven ability to deliver high standards and good customer service
*Strong ICT skills and proven ability to learn new systems quickly
*Team Leader (in addition to the above):
*Proven ability to lead a team with experience in all aspects of people management including effectively manage performance, setting targets and dealing with issues as they arise
*Experience in setting, maintaining and monitoring standards of accuracy, diligence and service delivery
*Experience in selection and recruitment


Pay: £27.00 per hour


Working Hours: 9:00am – 5:00pm, Monday to Friday.


Please note this role is within the scope of IR35, and pay will be via an umbrella company.