Target Tracker Helpline & Technical Support Officer

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1 Job Title: Target Tracker Helpline & Technical Support Officer Job Grade: Band 2 to middle of Band 3 Directorate: Job Reference Number: Schools, Children & Families P00587 The Role To provide a daily high quality telephone and remote access helpline support service relating to Target Tracker software for schools in Essex LA and elsewhere To take responsibility for prioritising own work load, including prompt closure of logged issues (96% of issues should be completed in 5 days or less), they must be confident to work on own initiative, re-assigning issues to 2nd level support when necessary Job Purpose The purpose of the role is to enable customers to use Target Tracker software to its full potential and so to raise standards in schools and improve the learning outcomes for all children.the officer is responsible for the accuracy of their own day to day work, including providing accurate billing information, and is monitored by the Helpline Supervisor. They must ensure they comply with the ECC Equality & Diversity, Information Security and Communication and Data Quality policies. The quality of the support provided in schools, during remote access and during helpline calls is monitored by the Helpline Supervisor; the officer is expected to achieve a 95% Excellent or Good response on satisfaction questionnaires from schools following support visits. Key Accountabilities To take responsibility for keeping up to date with changes to functionality and new features of the software To provide regular on site and daily remote access technical support for schools in and out of Essex. To provide an efficient high quality data entry service for schools in and out of Essex

2 To provide regular support for delegates on Target Tracker courses in and out of Essex. The outcomes of these activities are to enable schools to use the software to its full potential To accurately record in a database all details of support provided and also provide written feedback to schools & Helpline Supervisor on actions taken to resolve issues. To report billing requirements to Helpline Supervisor efficiently after work is completed. To assist Software Testing Officer by testing new versions of Target Tracker software according to test specifications to reduce errors in software. To use own initiative to support helpline colleagues, coaching or mentoring newer members of the team. To assist School Liaison Manager with customer satisfactions initiatives e.g. gathering feedback from customers by telephone and internet surveys To assist Admin Manager by preparing and distributing data and software for schools as necessary To assist Sales Manager by being available to market and demonstrate Target Tracker, Early Years Foundation Stage Target Tracker, SANTA and any other packages Target Tracker is promoting to schools in and out of Essex and at educational conferences as required To participate in the performance management review process, to take personal responsibility for the identification of learning and development opportunities and reflect on training needs for discussion with the line manager. To ensure that all duties and services provided are in accordance with the County Council Equal Opportunities Policy and Practice. To undertake such other duties as may reasonably be directed by the Target Tracker Project Director.

3 Knowledge, Skills and Experience Maths and English qualifications of at least GCSE Grade C or equivalent (or by proven experience) Well developed working knowledge of Microsoft Office applications is essential Good level of general IT skills including software installation Knowledge of all stages of the Primary Curriculum, current DCSF and other strategies and how pupil assessment is managed in schools and reported to Ofsted Telephone helpline support Use of Excel and other Microsoft Office software Use of Internet / online products Training people in using ICT products Managing own time efficiently Strong interpersonal skills and the ability to communicate clearly when under pressure Ability to solve problems and identify issues quickly and accurately Ability to use own initiative when deciding how to approach a problem and when finding solutions Willingness to undertake own research to increase understanding of school data As part of this role you will have access to sensitive and / or personal information relating to vulnerable children. You will be required to ensure the security of the information particularly when using the Contact Point database. Values and Behaviours Passionate about achieving results Constantly strives to do an excellent job for the Council Learns from mistakes Is professional and positive Takes specific action to improve team or individual performance Is tenacious and focused on achieving results, overcoming obstacles

4 Demands high performance of self and colleagues, working positively and effectively Responsive to customer s needs Listens and responds to every customer in ways that show courtesy, respect and understanding of their individual needs Maintains clear communication with customers concerning expectations and progress Takes responsibility for resolving customer queries and responding to requests, within service standards/timeframes Receives and acts on customer feedback positively to improve own customer service Monitors customer satisfaction, actively seeking feedback Uses feedback and information to improve the way things are done Contributes above and beyond usual expectations to meet customer needs Takes personal responsibility for correcting problems and resolving mistakes positively Takes action to identify and connect with disengaged customer groups Inspirational and bold in thinking and solutions Is receptive to change, being open to new ways of working Acts promptly and decisively to overcome obstacles and provide solutions Takes opportunities to progress the work and avoid problems in the short term Applies good practice to meet service or Council needs Seeks out good practice within their field and uses it to challenge and improve what we do Reacts positively to problems / issues, developing solutions Looks to the future, is able to see links and opportunities that others might miss Uses new approaches, theory and technologies to develop innovative service solutions Supportive of others input and perspectives working as one Treats colleagues with respect and values them as individuals Maintains positive relationships with colleagues Supports colleagues and is flexible towards others needs Practices open and honest two-way communication, listening to others and actively sharing information Contributes to team dialogue/meetings in order to develop own and team s performance Shares resources or provides support to further cross-team and/or cross-functional working

5 Values and seeks out the input of others, to establish an inclusive environment and deliver services Supports others to work together to develop solutions, avoiding blaming others when things go wrong Motivating others and trusting them to deliver Encourages others, acknowledges their efforts Shares skills and knowledge in areas of own expertise, to support others Makes sure those they are working with have all the necessary information to do the job Takes action to enable team to achieve maximum contribution, ensuring/providing appropriate structures, resources and staffing Empowers others through coaching or development activities Shows belief and confidence in staff, delegating appropriately and encouraging staff Provides regular, balanced feedback and ongoing coaching to the team and individuals Acknowledges and rewards good work, celebrating team and individual successes Safeguarding Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment. Pre-Employment Checks appropriate to this Job Profile Essex County Council (ECC) is committed to ensuring all recruitment is undertaken fairly, effectively, safely and in accordance with legislation. The information below provides pre-employment screening guidance for candidates applying to this job at Essex County Council. Role Requirement: Working with children / vulnerable adults in a specified place or post Pre-Employment Check Self Declaration (Spent and unspent convictions) CRB Enhanced Level (renewed every three years) Definition A declaration of spent and unspent convictions must be completed by employees who work with vulnerable adults or children The CRB (Criminal Records Bureau) check will be sought by ECC before a start date is agreed

6 ISA Registration Regulated (from July 2010) References ECC will administer the ISA Register check All posts defined as Regulated or Controlled as outlined in the ISA Regulations will require: At least two employer references one reference is required prior to interview and should ideally be from your current/most recent employer Reference history covering a minimum of five years employment A reference from the last employer where the post gave access to children or vulnerable adults Any gaps of 4 weeks or more will be explored by the manager at interview stage. Where appropriate additional character references will be taken up Medical Eligibility / Right to work in the UK Regulatory qualifications and professional registration (subject to role) SWIFT/Protocol All new recruits and employees whose role changes significantly are required to complete a medical health questionnaire Proof is required and original documentation will be sought i.e. passport or full birth certificate Original qualification certificates and proof of registration with a professional body are required (if applicable) A check against the individuals name on the Social Care electronic database will be administered

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