Venesky-Brown’s client, a public sector organisation in Renfrewshire, is currently looking to recruit a Service Coordination Assistant for an initial 8 week contract with potential to extend on a rate of £16.37/hour PAYE. This role will be based onsite. The working hours are 35 hours per week.

 

Responsibilities:

 

– Preparation of responses to enquiries and FOIs in consultation with the operational service managers. Responding direct to enquiries from both the public and elected members. These enquiries will be intricate and involve looking at historic issues, long running disputes with the organisation and issues needing novel solutions. This also requires the ability and experience to work in a political environment.

– The job holder will need to collate and analyse information from a variety of sources in order to offer solutions to issues, they may also need to speak to both the public and service departments directly as part of this process.

– Liaison with Customer Service Centre and other organisational departments and partners where required

– To assess, log and respond to customer enquiries and service requests.

– Providing a complete and comprehensive customer service by pro-actively linking a customer enquiry to other relevant services and information that would benefit the customer.

– Supporting and providing guidance and checking work of others in conjunction with delivering the service.

– Preparation and submission of pecos orders, CARs or other financial works required.

– Make every contact effective both for the customer and for the organisation and ensure as many enquiries and service requests as possible are resolved at the first point of contact to maximise customer satisfaction.

– Accessing and utilising a range of Council IT systems and packages such as Symology, Firmstep, Enviro, Excel, Office 365.

– Recognise and identify service issues that require escalation and contribute ideas, suggestions and feedback to support the effectiveness of the service.

– Maintaining an up to date and comprehensive knowledge of the services provided by the organisation to ensure that customers are supplied with relevant information in an efficient effective and sensitive manner.

– Dealing with enquiries from elected members, either at first point of contact or by logging, allocating and issuing appropriate response.

– Preparing draft responses, using information provided, to enquiries from the public, elected members and other organisation departments.

– To work in partnership with the Service Coordination Team and other officers as required to ensure an efficient and streamlined service is delivered.

– To update, generate and issue statistical information in relation to enquiries, complaints and service delivery. This will be a daily task but also an ad hoc task in relation to requests for information.

– To monitor timescales in relation complaint investigations.

– In conjunction with the Team Leader / Service Coordination Officer take ownership and responsibility for achieving personal development commensurate with the duties and responsibilities of the role.

– Operate professionally both as an individual and as a team member for the benefit of the customer and organisation at all times.

– Complying with relevant legislation including the General Data Protection Regulations, Data Protection Act (2018) and Freedom of Information (Scotland) Act 2002.

– Promoting and implementing the organisation’s equal opportunities policies in all aspects of employment and service delivery.

– Adhere to the organisation’s commitment to health and safety, supporting attendance, equal opportunities and compliance with all relevant policies.

– Log, allocate, monitor and respond to insurance claims and accident claims.

– Assist with the issuing of request for costs where council assets have been damaged. This will involve liaising with other section of the department or other departments, as well public, as insurers, legal and other representatives of the third party.

– Compiling and issuing work instructions and routing for special uplifts.

– Carrying out familiarisation sessions for the organisation’s pool cars and dealing with requests for pool cars. Monitoring the equipment and vehicles and arranging any required repairs or maintenance.

 

 

If you would like to hear more about this opportunity please get in touch.

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