Thanet District Council Job Description Form
Division / Department: Location: Thanet Job Title: Reports to: Level/Grade: TG4 Commercial Services (Waste & Recycling) Manston depot Customer/ Supplier Management Officer Business Support Manager Type of Position: Full-time Part-time Contractor Placement
Mission Statement: Our target is to create a safer, cleaner and greener community, which offers value for money and ensures the well-being of local people and visitors. Job Purpose:
To provide front line services to customers and ensure that requests, complaints and concerns are resolved quickly and appropriately To ensure that specific customer services provided by internal units and external contractors are undertaken effectively To provide customer care and administration support as required with new waste nd collection projects and 2 phase of wheeled bin roll out.
Principal Duties: The Authority has four main aims to help us achieve our vision, which will be achieved by focusing the efforts of all Council staff, Members and partners on the following core ideals. S.ervice T.eamwork E.conomics P.ride Service The Service is outward looking and customer focused. Teamwork To be effective we work with internal and external partners. We are team players. Economics We constantly review and improve efficiency in the interest of consumers. Pride We deliver a service that the District is proud of, and compare favourably with others.
Role Specific Accountabilities
Provide customer care and administration support as required with new waste collection projects and 2nd phase of wheeled bin roll out. Liaison with the Service Centre in the management and resolution of requests and complaints where these cannot be resolved at first contact Responding effectively to requests and complaints from customers Managing effective contact with and briefing of members, parish councils, senior officers, residents groups and partners, including supporting the service at meetings Organising and monitoring the effective delivery of Special waste collections Liaison with the Water User and other voluntary groups supporting, coordinating and ensuring the effective delivery of services Supporting the effective delivery of front line services provided by Commercial Services Issuing of permits relating to authorisations to use Council property under the control of Commercial Services Supporting and ensuring the effective delivery of services by concessionaires and other franchise holders Supporting the effective operation of indoor and outdoor leisure contracts Supporting the delivery and communication associated with service changes (such as the roll-out of wheeled bins) Investigating insurance claims and reporting claim trends to service managers for action Supporting the effective implementation, use and administration of IT systems Supporting the delivery of other support functions in the Business Support Unit when work demands require this Undertaking administrative work to support the delivery of services Managing risk in relation to the operation of services Delivery of performance management information for national, corporate and local indicators, and using these to help manage and improve the levels and standards of service delivery Ensuring the consideration of diversity in relation to service delivery Undertaking other duties appropriate to the grade and skills of the post holder as may be reasonably required Complying with the Council’s Health and Safety Policy, Risk Assessments and all relevant legislation Complying with the Council’s Equal Opportunities Polices for Employment and Delivery of Service, and co-operating in measures introduced to implement and monitor policies The duties of the post are subject to review at any time and in this respect the details contained are provided as an aid to performance of the contract of employment not as a limitation of the duties to be performed To have the normal responsibilities for Health and Safety that apply to all employees
Required Knowledge & Experience for Person Spec: ESSENTIAL A minimum of 3 years experience in relation to customer management in a front line service organisation An efficient and courteous telephone manner is also essential The Postholder must be computer literate and have previous experience using Word and Excel applications DESIRABLE Customer management qualification to NVQ level 2 or equivalent Reviewed By: Title: Approved By: Title: Agreed by Postholder Date of agreement: