Business Support Services job family

Roles at this level carry out repetitive, straightforward administrative tasks within established routines. Focus is on manual aspects of recording.

Scope of Work

Role holder is involved in simple and repetitive tasks with close supervision. Role holders are likely to be given clear instructions about what to do and how to do it with an expectation to work within these instructions and parameters. 

Communication skills required for the relay and exchange of information, responding to situations as they arise.

 

Accountabilities/Responsibilities

• Undertake basic clerical duties such as inputting invoices, photocopying, scanning, sorting mail and filing.
• Respond to customers routine enquiries for which there are pre-scripted responses, on the telephone and at reception.
• Operates standard office equipment to undertake basic clerical routines.
• Where the post holder in unable to respond to situations are they arise to refers operational issues or new situations to their supervisor

 

Skills, knowledge and experience

• Numeracy and literacy skills.
• Knowledge of simple operational equipment and practices relevant to the role, and how to safely use them.
• Knowledge of work specific instructions that can be gained on the job with some experience.
• Awareness of approaches that relate to customer care.
• May require some training for using the admin/process systems and IT equipment.
• Ability to communicate with tact and courtesy.

Roles at this level carry out straightforward administrative tasks within established routines. Focus is on data entry or information recording.

Scope of Work

Role holder will be undertaking activities which will be process led, with very little choice or scope in decision making. Role holders are likely to have work directed and supervised with an expectation to stick to set processes. There may be some freedom to reprioritise activities as they arise, but most situations will need to be done in a set order to meet specific objectives. 

Communication skills will be involved in relay and exchanging information.

 

Accountabilities/Responsibilities

• Undertakes standard administrative duties using straightforward software that can be easily learnt or need little experience to deliver to agreed objectives.
• Make routine arrangements and bookings, according to clearly defined instructions to support meetings and events.
• Room to prioritise within a day but no expectation to plan further than this to meet expected timescales.
• Some requirement to keep abreast of activities happening within the team to ensure that cover can be provided when necessary.

 

Skills, knowledge and experience

• Good literacy and numeracy, ability to use simple processes or IT.
• Basic knowledge of relevant processes, equipment and tools within the specific service area.
• Knowledge of work specific instructions that can be gained on the job with some experience.
• Awareness of approaches that relate to customer care.
• May require some training for using the admin/process systems and IT equipment.
• Basic administrative skills.
• Ability to communicate with tact and courtesy.

Roles at this level carry out a number of differing administrative tasks within established routines. Focus is following established processes, with some experience required in administrative services, or roles will learn procedures on the job.

Scope of Work

Role holders will carry out administrative activities in support of the specific business unit. Role holders perform a range of simple, routine tasks within basic procedures and under regular supervision. Thinking involves reacting and responding to routine queries, issues or circumstances but any unusual or non-routine queries are referred to others. There is scope to reorganise and prioritise activities throughout the day, using courtesy and tact to relay and exchange information with others.

 

Accountabilities/Responsibilities

• Prepares documents/presentations following standard formats or templates and following daily work instructions.
• Organises information according to existing administrative procedures, checking/matching data to ensure accurate records are maintained.
• Runs straightforward or routine reports to support basic department procedures.
• Receives and responds to everyday enquiries referring anything outside their knowledge base to the appropriate person to resolve incoming queries effectively.

 

Skills, knowledge and experience

• Good literacy and numeracy, ability to use standard process or IT.
• Knowledge of relevant standards and processes governing area of work.
• Experience of working in an office environment.
• Ability to apply relevant council procedures and understand the activities of the work section.
• Ability to use initiative and prioritise tasks within a broad routine.
• Ability to use simple processes or IT systems and standard software packages.
• Ability to prioritise own work to meet deadlines.
• Ability to deal with others, primarily on the basis of courteous exchange of information.

Roles at this level provide a range of administrative support services that requires a level of initiative and a good knowledge of the systems and procedures in the work area. Focus is on accuracy and completeness.

Scope of Work

Role holder provides administrative support by interpreting instructions and making a choice from an established set of methods or tools appropriate for the job. This is in order to deliver a specific service to a defined standard, clear specification or brief, to an agreed format and with specific deadlines. May be the main point of contact for a senior member of staff acting as a filter for issues and aiming to resolve at least routine problems in person, in order to provide effective support and problem resolution, recommending alternative sources/courses of action if unable to assist.

Role holders will be working within clearly established policies and procedures and will need to apply a degree of interpretation and identification of alternative solutions. Communication skills required for the relay and exchange of information, using tact and courtesy with a number of stakeholders at differing levels.

 

Accountabilities/Responsibilities

• Works to established administrative processes and procedures to deliver clear outcomes, supporting the operations of others to achieve a cohesive service.
• Plans and prioritises own defined work activities to fit specified timescales, ensuring that they take responsibility for their own workload, and the quality of outcomes.
• Attendance of meetings, providing comprehensive support by arranging logistics, as well as taking minutes, with an understanding of the content of the meetings to ensure that follow up actions are accurately captured.
• Requires a good working knowledge of administrative systems and processes to take responsibility for a specific area of work from start to finish.

 

Skills, knowledge and experience

• GCSE or Vocational equivalent, strong numeracy and literacy, proficient use of processes or IT.
• Knowledge of relevant systems, procedures and standards, gained through broad training and/or experience in a similar service environment.
• Clear understanding of standards and regulations set for the output of the role.
• Relevant experience demonstrating development through involvement in a series of relevant work roles.
• Able to plan own work over short timescales for routine or familiar tasks and processes.
• Ability to use IT systems and service specific software packages.
• Ability to communicate with others and exchange varied information with a range of audiences.

Roles at this level add value to information and data by producing a range of reports and analysis with the administrative field, using standard templates.

Scope of Work

Role holders provide administrative support that concentrates on the exercise of specialist skills to support functions/directorates/team across the council. This may involve guiding the work of others. Although most work follows established patterns, initiative is needed to handle equipment and follow process to resolve problems and queries.

Role holder will also react to changing priorities based on experience and judgement and without the need to refer to others.

 

Accountabilities/Responsibilities

• Deliver a range of administrative support processes to meet an agreed quality standard or specification.
• Apply understanding of specific/specialist business support processes to prepare reports and related materials for use by others.
• Manage diaries, organise and service meetings initiating actions, produce and manage correspondence and initiate responses.
• Process financial information to help ensure finances are effectively monitored.
• Respond to and resolve enquiries and problems judging when to pass complex queries on or to involve others to aid the swift and effective resolution of issues.

 

Supervisory

• May support colleagues the in application of basic administration methods, processes and systems.

 

Individual

• Analyses, presents and draws conclusions from specific information.

 
Skills, knowledge and experience

• GCSE or Vocational equivalent, strong numeracy and literacy, proficient use of processes or IT.
• Understanding of specialised processes and methods gained through relevant training and experience.
• Excellent knowledge of the activities in the specific work area.
• Proficient in the use of standard IT software packages and software relating to the service area.
• Able to provide support and supervise less experienced members of the team and show awareness of individual differences. Help colleagues perform tasks and use systems and processes.
• Able to plan own work over short timescales for routine or familiar tasks and processes.
• Ability to deal with others and exchange varied information with a range of audiences.

Roles at this level diagnose problems and advise on how best to use relevant administrative systems and procedures. Works with internal customers to devise non-standard reports and analysis.

Scope of Work

Role holders will carry out a range of diverse administrative activities, providing specialised support to a specific area. Role holders will work under supervision and will operate with limited guidance and instructions so that initiative and judgement are required to determine how to address and resolve daily problems. There is discretion to determine short-term priorities for self (and maybe others). Contributions to development include proposing and implementing improvements to current business support methods and processes.

Role holders at this level may also provide team management/supervision as well as more specialist professional advice and support based on a broad understanding of their field.

Communication skills will be involved in giving relevant advice or guidance within specialised area, and supervising a team in some cases, holding others to account on the quality of work.

 

Accountabilities/Responsibilities

• Provides support on the basis of previous experience and knowledge of administrative methods, processes, systems and facts to deliver comprehensive and specialised support.
• Performs analysis, manipulation and interpretation of data to deliver specialised support services.
• Runs and presents standard reports to support effective department information processes.
• Liaise, communicate and build working relationships with other departments and external contacts on a regular basis to support departmental or service activities.
• May monitor and process financial information and review financial data.

 

Supervisory

• May plan and prioritise defined daily work activities related to a system or process within a defined team. May support colleagues in the application of more comprehensive administration methods, processes and systems.

 

Individual

• Prepares documents, presentations and other materials to a clear brief using established formats and standard software.

 

Skills, knowledge and experience

• Good level of education: GCSE, A-level or Vocational equivalent. Relevant vocational qualification or technical training. May be working towards a professional qualification.
• Clear understanding of the relevant work practices, processes and procedures relevant to the area.
• In-depth experience of the administrative process, system or area providing clear and detailed understanding of the work practices, processes and procedures relevant to the role.
• Experience of specialist software, related to a specific corporate service.
• Ability to supervise and provide support to supervise less experienced members of the team and show awareness of individual differences. Help colleagues perform tasks and use systems and processes.
• Ability to plan and organise work to produce a high level of output to quality standards, with a contribution to longer term planning for the service.
• Ability to communicate and work with others to provide administrative support, and to help them understand different administrative processes and how they relate to different service areas in the council.

Roles at this level diagnose complex administrative problems and provides specialist advice, including possible courses of action. Takes on the more complex administrative problems and guides less experienced colleagues. Roles may provide a highly specialised service authoritative on methods, systems and processes and will contribute to longer-term development of the service however overall supervision from a more experienced professional is in place.

Scope of Work

Role holders will have a workload requiring the application of both applied and theoretical knowledge. Application of methods, systems and procedures based on a thorough understanding gained through significant experience. Role holders provide analysis, interpretation and reasoned advice (rather than simply conveying facts) based on a level of theoretical understanding of methods, systems and procedures. It does not, however, require a level of understanding to design or fundamentally change the process. 

Communication skills will be involved in giving relevant advice or guidance within specialised area, and supervising a team in some cases, holding others to account on the quality of work.

 

Accountabilities/Responsibilities

• Uses understanding of administrative processes and systems to prepare reports and other materials using standard and non-standard formats and software in order to support the operations in the areas they are supporting.
• Analyses and presents information, in order to draw conclusions and identify trends.
• Responds to and resolves enquiries and problems, judging when to pass complex queries on to or involve others in order to resolve issues for the business.
• Present results and put forward recommendations through the provision of advice, briefings, consultations, presentations or written reports to facilitate the interpretation of specific issues/problems and support decision making.
• May lead project teams of a significant nature to achieve department objectives e.g. leading developments in response to change.
• Liaise with other departments and partner organisations to co-ordinate activities, engage in partnership working, and enable the delivery of an effective administrative and business support service.
• May monitor and control financial information and review financial data to contribute to management of budgets.

 

Supervisory

• May supervise more junior colleagues or set longer term work priorities within a defined team. 

 

Individual

• Applies detailed understanding of methods, systems and procedures to analyse and interpret information and provide reasoned advice rather than conveying simple facts.

 

Skills, knowledge and experience

• Recognised vocational qualification plus broad experience in area of expertise or degree qualified. May be working towards a professional qualification or be of graduate entry level with sound practical experience.
• Detailed knowledge of the practical application of specialised processes/procedures relevant to the role, typically gained through extensive practical experience.
• Understanding of the organisation’s political environment.
• Significant practical experience acquired through a combination of training and working in a relevant area; demonstrating development through a series of progressively more demanding roles.
• Ability to work independently within a framework of systems/procedures.
• Able to organise own work, or plan ahead for others, taking account of priorities and the impact on other people.
• Ability to work independently within a framework of systems/procedures.
• Ability to review available data and identify cause and effect and choose the best solution from a range of known alternatives.
• Ability to communicate and cause understanding in others.

Roles at this level provide specialist advice and/or service within a specific organisational unit by producing analysis, research, materials or information in line with existing policies and procedures.

Scope of Work

Role holders will be experienced administrative professionals, providing specialist business support services and advice internally and externally within own specialist, business area. They will likely be managing teams of administrative and business support staff.Role holders have knowledge and experience to resolve complex issues; proactively anticipate problems and recommend solutions. The roles require regular liaison with customers and key stakeholders to establish and maintain effective working relationships and facilitate cohesive service delivery in a defined area. The focus is on influencing and successfully managing others to achieve service efficiency and effectiveness.

 

Accountabilities/Responsibilities

• Selects and applies the most appropriate administrative procedure, equipment or technique to analyse and interpret data and/or produce required outputs (reports) for senior managers.
• Provides administrative support in the interpretation of existing policies and procedures to assist others in meeting objectives.
• Reviews and analyses information within own area or discipline to support the delivery of key services.
• Monitor the effectiveness and performance of systems and processes and identify and implement changes to improve operational efficiency and quality of service in a defined area.
• Liaise with service users, departments and partner organisations to co-ordinate activities, engage in partnership working, and assess the effectiveness of services provided and initiate actions for improvement.
• Be aware of legislative requirements and new initiatives or priorities that impact on the service or area of work and encompass them into working practices.
• May monitor and control financial information and review financial data to contribute to financial planning.

 

Managerial

• Supervision or management of a defined team providing clear organisation, direction and development.

 

Professional

• Role holders will undertake specified tasks of varying complexity to support the council in the implementation of business processes and projects.

 

Skills, knowledge and experience

• Recognised vocational or professional qualification plus broad experience in area of expertise, and/or degree qualified. May be working towards a professional qualification or be of graduate entry level with sound practical experience.
• Detailed knowledge of own service area and relevant working systems, equipment and/or IT software, plus an awareness of council policies and services related to the role.
• Understanding of the organisation’s political environment.
• Knowledge of relevant legislation and codes of practice and awareness of current and future priorities of the department.
• Significant relevant practical experience, demonstrating management ability and success in a similar work environment, backed by evidence of appropriate specialist knowledge.
• Experience of planning and progressing work activities within general professional guidelines or organisational policy, using initiative and independent judgement in their application.
• Proven ability to manage and oversee the work of a team.
• Skilled to persuade others and influence outcomes critical to the business.