JOB TITLE: Business Support Officer LOCATION: Hybrid working (2 days office, 3 days remote) Ealing, W5 2HL - Training full time office, up to 2 weeks. PAY RATE: 18.04 PAYE (per hour) START DATE: ASAP DURATION/Hours: 3-month initial contract/ 35 hours a week IR35 STATUS: Inside

Role Purpose:

• To provide efficient and effective administration support to highways, waste, recycling, customer services, leisure, and environmental services.
• Support online service requests to be the first point of contact for members of the public on issues relating to the services areas support by the team.
• To log and respond to enquiries relating to the areas supported by the team.
• To log service failures and escalate ongoing issues to the team leader.

Key responsibilities:

• Responsible for administrative tasks associated with supporting waste, recycling, customer services, leisure, and environmental services.
• Monitor the team mailboxes and respond to all email enquiries relating to the service areas support by the team including allotments, bowls, commercial waste, parks, multimedia etc.
• Monitor and respond to enquiries received via social media including Twitter related to the service areas supported by the team.
• Log enquiries, service requests and failures received via all media including the councils online app Ealing 24/7.
• To collate information and undertake tasks associated with insurance claims made against the council, ensuring claims are dealt with efficiently and within the required timescales for all the services supported by the hub.
• Responsible for the retrieval and electronic linking of scanned documents to customer records and use of Microfiche machine for planning and building control services.
• Collate and update information on the website relating to the service areas supported by the hub.
• Recording complaints for services supported by the team and ensuring responses are sent within both the corporate and service deadlines.
• Using ICT systems to accurately log enquiries and contact details.
• Be responsible for the accurate completion of the statutory registers and computerised records required by the service areas.
• Responsible for ordering and monitoring equipment, supplies, raising purchase orders and processing payments using financial systems.

Knowledge, skills and experience:

• Knowledge and understanding of customer and environmental service issues.
• Experience in using Customer Relationship Management system
• Strong communication skills, with the ability to communicate clearly and effectively in order to respond to email enquiries and complaints.
• Ability to maintain, update and interrogate computerised records accurately.
• Ability to produce financial reports using the Council's financial systems.
• Experience of working in an administrative capacity in a customer focused environment.
• Knowledge and experience in the use of a variety of ICT applications, including Word and Excel.
• Experience of drafting and composing responses to enquiries made via email and letter (to be tested).
• Experience and good practical knowledge of current Microsoft Office Software.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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