Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK, serving a population of 2 million residents, and has a very successful track record of delivering transformational change. ECC anticipated change was needed in the public sector and has worked to deliver better quality at lower cost. We have an ambitious transformation agenda – one with the scope to reach every part of the council. We are changing the way we think, the way we work, and the ways in which we deliver our services. We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We're immensely proud of our flexible working options.
Business Support provides a range of customer focused administration, transactional and support services for citizens, internal customers, partners, and suppliers of the Council.
A Business Support Administrator is an experienced administration and customer service professional. Working as part of a business support team to deliver administrative and customer service activities, proactively managing own workload, taking initiative, and using personal judgement to resolve internal and external customer issues. A strong working knowledge of the activities provided, and the processes required is essential to provide coaching and mentoring support to Business Support Assistants, apprentices, and work placements.
This role requires advanced knowledge of systems and processes undertaken by the team. The ability to identify opportunities to improve processes and gather information and data to inform decisions through process review. Problem solving skills to deal with the more complex issues that may arise and strong customer service skills to effectively respond to customer feedback.
Providing high quality, efficient and effective administration and reception services to internal and external customers within agreed timescales and SLA's and in line with customer service standards. Undertaking the most complex business support activities, either in a Business Centre or as part of a Service Support Team.
Working on own initiative, proactively resolving problems, and regularly exploring new ways to provide services more effectively.
Leading on simple process reviews and contributing to more complex projects.
Managing own time and that of others to effectively meet deadlines and SLAs and proactively communicating with customers and/line manager(s) to update on progress.
Resolving internal and customer queries alerting customers and/ line Manager(s) to urgent or complex issues when required.
Providing advice and guidance to Business Support Assistants, Apprentices, and work placements, acting as their Coach/Mentor and being their first point of escalation for resolving unusual or complex customer requests or feedback.
Maintaining an up to date knowledge of processes, corporate systems and standards, sharing useful knowledge and information to the Business Support team.
Demonstrate professional communication and engagement with customers and colleagues to ensure an effective business support service.
Specific individual and shared targets and objectives are defined annually within the performance management framework.
The Experience You Will Bring
Educated to RQF Level 2 (GCSE), including Maths and English, or an equivalent vocational qualification or equivalent demonstrable experience.
Evidence of continuing professional development and commitment to learning through theory and practice.
Clear verbal, electronic, and written skills of communication.
Customer service skills, face to face and remotely, including de-escalation and resilience in a challenging environment.
Computer literacy, advanced knowledge of relevant software and systems and drive to explore emerging technology.
Basic continuous improvement methodology and a curious mindset.
Thorough knowledge of document management processes and associated legislation for information security.
Ability to maintain a high degree of quality and accuracy in all work
Good time management skills and the ability to prioritise work for self and others.
Ability to communicate in a manner which is easily understood and tailored to meet the needs of the audience