Sheffield City Council. Role Profile Description

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1 Sheffield City Council Role Profile Description Date December 2007 Family Business Support Role profile Level Number BS 1.5 Purpose To provide support to one or more Council services. Role Accountability End Result Office Services Filing, photocopying, faxing, shredding, enveloping and franking Outputs delivered to required standards and productivity Handle & distribute internal and external mail Effective distribution of correspondence and messages Support colleagues and team in achieving their objectives Planning Contribute to Team Plan Service planned effectively Customer Support Provide information in response to internal and external customers queries may include handing out leaflets and brochures. Taking and passing messages to appropriate person Meetings Meet and greet visitors Provide hospitality and refreshments for visitors and meetings Supplies Accept and check delivery of supplies store and distribute under instruction Provide an answer in line with given guidelines Provision of customer service to required customer services operating standards Support colleagues and team in achieving their objectives Visitors catered for Deliveries are verified 1 of 20

2 Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal customers May involve direct contact with members of the public, meeting and greeting visitors and exchanging basic information Suppliers to receive deliveries Working Environment Context (physical, disagreeable, health and safety aspects) Office or public building based May be handling deliveries involving lifting and carrying and delivering post to different locations Procedural Context (creativity, discretion, impact: concentration) Working to instruction and under close supervision Very little discretion and low impact Direction Received Clear instruction and close supervision Key facts and figure ranges (include likely size of any team managed) No management or financial responsibility some safekeeping and storage of office supplies Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) Liberate and Numerate Ability to understand and carry out instructions. Relevant Qualifications would be at NVQ 1 or basic GCSE Work Knowledge Working knowledge of who Council colleagues are and what they do Understanding of how to deal with customers to required customer services operating standards Understanding of relevant processes and systems Work Skills and Equipment Operated Operation and basic maintenance of office equipment (e.g. fax, photocopier, scanner) SM1 SM2 SMD CRE CON DDIS DCON RES WWD WC D PD WC T KS TOTAL of 20

3 Sheffield City Council Role Profile Description Date October 2007 Family Business Support Role profile Level Number BS1 Purpose To provide routine support to one or more Council services. Role Accountability End Result Office Services Filing, photocopying, faxing, shredding, enveloping and franking Outputs delivered to required standards and productivity Handle & distribute internal and external mail Effective distribution of correspondence and messages Support colleagues and team in achieving their objectives Planning Contribute to Team Plan Service planned effectively Customer Support Provide standard information in response to internal and external customers queries may include handing out leaflets and brochures. Taking and passing messages to appropriate person Meetings Meet and greet visitors Provide hospitality and refreshments for visitors and meetings Supplies Accept and check delivery of supplies store and distribute under instruction Provide an answer in line with given guidelines Provision of customer service to required customer services operating standards Support colleagues and team in achieving their objectives Visitors catered for Deliveries are verified 3 of 20

4 Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal customers May involve direct contact with members of the public, meeting and greeting visitors and exchanging basic information Suppliers to receive deliveries Working Environment Context (physical, disagreeable, health and safety aspects) Office or public building based May be handling deliveries involving lifting and carrying and delivering post to different locations Procedural Context (creativity, discretion, impact: concentration) Working to instruction and under close supervision Very little discretion and very low impact Direction Received Clear instruction and close supervision Key facts and figure ranges (include likely size of any team managed) No management or financial responsibility some safekeeping and storage of office supplies Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) Basic literacy and numeracy Ability to understand and carry out instructions Work Knowledge Working knowledge of who Council colleagues are and what they do Understanding of how to deal with customers to required customer services operating standards Understanding of relevant processes and systems Work Skills and Equipment Operated Operation and basic maintenance of office equipment (e.g. fax, photocopier, scanner) SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

5 Sheffield City Council Role Profile Description Date October 2007 Family Business Support Role profile Level Number BS 2 Purpose Organise and process information and resources using specified processes and within defined parameters Role Accountability End Result Office services Carry out a range of business support and services in the office area Handle & distribute internal and external mail Received documents, applications and correspondence are recorded, distributed and processed and messages including electronic mail Arrange meetings, prepare documents and Preparation and collation of documents and records take notes at team meetings. Organisation of filing and storage Effective distribution of correspondence Support colleagues and team in achieving their objectives Meetings supported effectively Planning Contribute to Team Plan Service planned effectively Customer Support Carry out reception and public counter duties including face-to-face and telephone contact Customers are informed of situation and next steps with customers. Respond to customer, internal stakeholder and partnership Provision of customer service to required customer services operating standard organisations enquiries and operational Accurate bookings are taken issues Enquirers are informed of situation and Information and Reports Enter data, checking for accuracy and logic and flagging up potential errors. Conduct standard interrogation of systems/databases to answer queries Documents Create and format documents with information provided. any action to take Provision of customer services and operations to required standard Ensure accurate and complete records and information for effective processing Provide accurate and meaningful information to customers and managers Provision of well-presented accurate and complete documents and reports to organisation standards Meetings Arrange meetings, prepare documents and take notes at team meetings. Financial Transactions Receive and balance financial transactions Raise and match purchase orders and invoices under supervision Petty cash handling Supplies Check stock levels and order and receive necessary supplies. Meetings supported effectively Efficient payments and receipt of income for the council Secure holding of cash according to procedure Equipment and materials are available to colleagues for service delivery 5 of 20

6 Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal customers May involve direct contact with members of the public May involve dealing with challenging situations Working Environment Context (physical, disagreeable, health and safety aspects) Office or public building based may involve manual handling and lifting deliveries Procedural Context (creativity, discretion, impact, concentration) Act within guidelines and standard procedures. Some discretion to organise own workload. Direction Received Works to instructions and under supervision. Key facts and figure ranges (include likely size of any team managed) Petty cash up to 500 available Safekeeping and storage of petty cash and supplies Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 2 or 5 GCSE A - C including Maths and English or equivalent Ability to understand and carry out instructions. Ability to relate to customers and colleagues Work Knowledge Working knowledge of who Council colleagues are and what they do Understanding of how to deal with customers to required customer services operating standard Understanding of relevant processes and systems and awareness of policy and procedure framework Knowledge of service provided in own area Work Skills and Equipment Operated Operation of office and public counter equipment (e.g. cashier till, fax, photocopier, scanner) Working knowledge of relevant office software packages SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

7 Sheffield City Council Role Profile Description Date November 2008 Family Business Support Role profile Level Number BS 2.5 Purpose Organise and process information and resources using specified processes and within defined parameters Role Accountability End Result Office services Carry out a range of business support and services in the office area Handle & distribute internal and external mail Received documents, applications and correspondence are recorded, distributed and processed and messages including electronic mail Preparation and collation of documents and records Arrange meetings, prepare documents and Organisation of filing and storage take notes at team meetings. Effective distribution of correspondence Support colleagues and team in achieving their objectives Meetings supported effectively Planning Contribute to Team Plan Service planned effectively Customer Support Carry out reception and public counter duties including face-to-face and telephone contact with customers. Respond to customer, internal stakeholder and partnership organisations enquiries and operational issues Respond to customer, internal stakeholder and partnership organisations enquiries and operational issues. Information and Reports Enter data, checking for accuracy and logic and flagging up potential errors. Conduct standard interrogation of systems/databases to answer queries Documents Create and format documents with information provided. Customers are informed of situation and next steps Provision of customer service to required customer services operating standard Accurate bookings are taken Enquirers are informed of situation and any action to take Provision of customer services and operations to required standard Ensure accurate and complete records and information for effective processing Provide accurate and meaningful information to customers and managers Provision of well-presented accurate and complete documents and reports to organisation standards Meetings Arrange meetings, prepare documents and take notes at team meetings. Financial Transactions Receive and balance financial transactions Raise and match purchase orders and invoices under supervision Petty cash handling People Management Allocate work, assist and instruct immediate colleagues in relevant work processes. Meetings supported effectively Efficient payments and receipt of income for the council Secure holding of cash according to procedure Work achieved to standard and quality 7 of 20

8 Supplies Check stock levels and order and receive necessary supplies. Equipment and materials are available to colleagues for service delivery Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal customers May involve direct contact with members of the public May involve dealing with challenging situations Working Environment Context (physical, disagreeable, health and safety aspects) Office or public building based may involve manual handling and lifting deliveries Procedural Context (creativity, discretion, impact, concentration) Act within guidelines and standard procedures. Some discretion to organise work to meet service delivery requirements. Direction Received Works to instructions and under supervision. Key facts and figure ranges (include likely size of any team managed) Giving instructions and allocating work to immediate colleagues Assist staff to learn new processes Petty cash up to 500 available Safekeeping and storage of petty cash and supplies Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 3 or equivalent Ability to interpret information instructions. Ability to relate to customers and colleagues Work Knowledge Working knowledge of who Council colleagues are and what they do Understanding of how to deal with customers to required customer services operating standard Understanding of relevant processes and systems and awareness of policy and procedure framework Knowledge of service provided in own area Work Skills and Equipment Operated Operation of office and public counter equipment (e.g. cashier till, fax, photocopier, scanner) Working knowledge of relevant office software packages SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

9 Sheffield City Council Role Profile Description Date December 2007 Family Business Support Role profile Level Number BS 3.5 Purpose Allocate and monitor the day to day activities of a small discrete team providing elements of business support within defined parameters Role Accountability End Result Office Services Provide a range of business support and services for one or more managers. Schedule and minute meetings and events; efficient use of time and resource Travel arrangements for senior colleague(s) senior colleagues and management supported Customer Support Respond to customer, internal stakeholder and partnership organisations enquiries and operational issues. Help to resolve escalated or complex issues from internal and external customers. Enquirers are informed of situation and any action to take Provision of customer services and operations to required standard Planning Contribute to Team Plan Service planned effectively Information and Reports Prepare and provide management information and reports. Enter and manipulate data, checking for accuracy and logic and correcting/flagging up potential errors. Conduct standard interrogation of systems/databases to answer queries. Resources Deploy resources within guidelines to respond to customer problems or situations. People Management Allocate work and assist team members in learning relevant work processes. Financial Transaction Contribute to budget planning Monitor and reconcile financial transactions; Raise cheques or credits for public refunds. Receive income in the form of cash, cheques and card transactions Marketing and promotion Involved in the marketing and promoting the supported service Business Improvement Involved in contributing initiatives to improve business processes. Risk Management/Business Continuity Involved in contributing to business continuity plans. Highlight and escalate issues outside their remit. Information is relevant and accurate Management decisions are informed Ensure accurate and complete records and information for effective processing Provide accurate and meaningful information to customers and managers Efficient use of resources; timely delivery of appropriate resource Provision of assistance to the public Work achieved to standard and quality Monies reach the correct destination in a timely manner Resources deployed effectively Service effectively promoted Change objectives achieved Efficient service delivery Continuous provision of service Business threatening situation escalated 9 of 20

10 Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal customers May involve direct contact with members of the public Will involve direct contact with escalated and challenging situations Working Environment Context (physical, disagreeable, health and safety aspects) Office based Procedural Context (creativity, discretion, impact, concentration) Act within guidelines and standard procedure with discretion to allocate work to meet service delivery requirements Direction Received Supervision and support readily available Key facts and figure ranges (include likely size of any team managed) Supervising the work allocation for up to 6 staff Assist staff to learn new processes Receiving cash and cheques amounting to 000 s Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 3 with supervisory skills or NVQ4 with High level of technical expertise in analysis, data manipulation and reporting Ability to interpret information and give instructions. Ability to relate to customers and colleagues Work Knowledge Working knowledge of who Council colleagues are and what they do; understanding of how to deal with customers to required standards of service. Working knowledge of processes, procedures and systems within area of operation. Knowledge of service provided in own area and service specific guidelines; knowledge of multiple services desirable Ability to investigate records and data to answer queries. Good understanding of Council Policies and service area and local operating procedures Work Skills and Equipment Operated Operation of office and public counter equipment (e.g. cashier till, fax, photocopier, scanner) Good knowledge of relevant office software packages and ability to use presentation aids and materials SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

11 Sheffield City Council Role Profile Description Date October 2007 Family Business Support Role profile Level Number BS 3 Purpose Allocate and monitor the day to day activities of a small discrete team providing elements of business support within defined parameters Role Accountability End Result Office Services Provide a range of business support and services for one or more managers. Schedule and minute meetings and events; efficient use of time and resource Travel arrangements for senior colleague(s) senior colleagues and management supported Customer Support Respond to customer, internal stakeholder and partnership organisations enquiries and operational issues. Enquirers are informed of situation and any action to take Provision of customer services and operations to required standard Planning Contribute to Team Plan Service planned effectively Information and Reports Prepare and provide management information and reports. Enter and manipulate data, checking for accuracy and logic and correcting/flagging up potential errors. Conduct standard interrogation of systems/databases to answer queries. Information is relevant and accurate Management decisions are informed Ensure accurate and complete records and information for effective processing Provide accurate and meaningful information to customers and managers Resources Deploy resources within guidelines to respond to customer problems or situations. People Management Allocate work and assist team members in learning relevant work processes. Financial Transaction Contribute to budget planning Monitor and reconcile financial transactions; Raise cheques or credits for public refunds. Receive income in the form of cash, cheques and card transactions Marketing and promotion Involved in the marketing and promoting the supported service Business Improvement Involved in contributing initiatives to improve business processes. Risk Management/Business Continuity Involved in contributing to business continuity plans. Highlight and escalate issues outside their remit. Efficient use of resources; timely delivery of appropriate resource Provision of assistance to the public Work achieved to standard and quality Monies reach the correct destination in a timely manner Resources deployed effectively Service effectively promoted Change objectives achieved Efficient service delivery Continuous provision of service Business threatening situation escalated 11 of 20

12 Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal customers May involve direct contact with members of the public Will involve direct contact with escalated and challenging situations Working Environment Context (physical, disagreeable, health and safety aspects) Office based Procedural Context (creativity, discretion, impact, concentration) Act within guidelines and standard procedure with discretion to allocate work to meet service delivery requirements Direction Received Supervision and support readily available Key facts and figure ranges (include likely size of any team managed) Supervising the work allocation for up to 6 staff Assist staff to learn new processes Receiving cash and cheques amounting to 000 s Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 3 or equivalent Ability to interpret information and give instructions. Ability to relate to customers and colleagues Work Knowledge Working knowledge of who Council colleagues are and what they do; understanding of how to deal with customers to required standards of service. Working knowledge of processes, procedures and systems within area of operation. Knowledge of service provided in own area and service specific guidelines; knowledge of multiple services desirable Ability to investigate records and data to answer queries. Good understanding of Council Policies and service area and local operating procedures Work Skills and Equipment Operated Operation of office and public counter equipment (e.g. cashier till, fax, photocopier, scanner) Good knowledge of relevant office software packages and ability to use presentation aids and materials SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

13 Sheffield City Council Role Profile Description Date October 2007 Family Business Support Role profile Level Number BS 4A Purpose To organise information and physical resources requiring specialist skills, expertise and knowledge to provide business support on a day to day basis Role Accountability End Result Customer Support Respond to customer, internal stakeholder and partnership organisations enquiries and Provision of accurate and up to date information to customers operational issues. Provide an answer to the issue Maintain high level of service knowledge. Provision of customer service to required Resolve escalated or complex issues from internal standard and external customers. Support of colleagues Planning Contribute to Team Plan, section and service plan Effective service planning reflecting service needs Information and Reports Consolidate and report various sources of specialist information to inform others; interpret technical data Design and develop and review local systems Make recommendations for action to management. Take meeting minutes for internal and external use. Resources Make real time service decisions in response to operational issues in line with local procedures and established guidance. Check service delivery and processes are in line with legislative developments. Deploy resources within guidelines to respond to customer problems or emergency situations. Financial Transactions Contribute to budget planning Monitor budget Reconcile financial transactions Raise refunds of overpayments. Provision of detailed and accurate management information Accurate record of the meeting and actions agreed Efficient and timely service delivery Provision of customer service to required standard Processes carried out in line with legislative procedures Efficient use of resources; timely delivery of appropriate resource Provision of assistance to the public Health and safety of service users Monies reach the correct destination in a timely manner Resources deployed effectively Projects Lead small individual projects and contribute to larger projects Marketing and promotion Assist with marketing and promoting the supported service Business Improvement Contribute initiatives to improve business processes. Risk Management/Business Continuity Contribute to business continuity plans. Highlight and escalate issues outside their remit. Projects completed on schedule and to budget Service effectively promoted Change objectives achieved Efficient service delivery Continuous provision of service Business threatening situation escalated 13 of 20

14 Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal and external customers in area of expertise. May involve direct contact with members of the public including escalated difficult situations Colleagues and senior and middle managers in partner organisations to exchange information. Suppliers and contractors to arrange services and supplies Working Environment Context (physical, disagreeable, health and safety aspects) Office based Procedural Context (creativity, discretion, impact, concentration) Act within guidelines and standard procedure. Day to day operational decision making. Direction Received Delivery against a given brief under minimal supervision Key facts and figure ranges (include likely size of any team managed) No direct responsibility for staff may need to direct work done by others in area of expertise or project. May request refunds of overpayments Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 4 or equivalent experience High level of technical expertise in analysis, data manipulation and reporting Work Knowledge Good knowledge of local work procedures and service area and relevant statutory requirements Work Skills and Equipment Operated High level ICT skills using the full range of office and local applications SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

15 Sheffield City Council Role Profile Description Date October 2007 Family Business Support Role profile Level Number BS 4S Purpose To lead and manage a team of people and resources to provide business support on a day to day basis Role Accountability End Result Customer Support Respond to customer, internal stakeholder and partnership organisations enquiries and Provision of accurate and up to date information to customers operational issues. Provide an answer to the issue Maintain high level of service knowledge. Provision of customer service to required standard Resolve escalated or complex issues from Support of colleagues internal and external customers. Planning Prepare Team Plan and contribute to section Effective service planning reflecting service needs and service plan Information and Reports Consolidate and report various sources of specialist information to inform others; Provision of detailed and accurate management information interpret technical data Accurate record of the meeting and actions agreed Design and develop and review local systems Make recommendations for action to management. Take meeting minutes for internal and external use. Resources Make real time service decisions in response Efficient and timely service delivery to operational issues in line with local Provision of customer service to required standard procedures and established guidance. Check Processes carried out in line with legislative service delivery and processes are in line procedures with legislative developments. Efficient use of resources; timely delivery of Deploy resources within guidelines to appropriate resource respond to customer problems or emergency Provision of assistance to the public situations. Health and safety of service users People Management Supervise, organise, advise, and motivate a Keen, capable & informed staff team using appropriate policies and Work scheduled and fairly allocated procedures. Technical and procedural advice given Discipline maintained Achievement of work objectives Adherence to personnel procedures Financial Transactions Contribute to budget planning Monitor budget Monies reach the correct destination in a timely manner Reconcile financial transactions Raise refunds of overpayments Resources deployed effectively Projects Lead small individual projects and contribute to larger projects Projects completed on schedule and to budget 15 of 20

16 Marketing and promotion Assist with marketing and promoting the supported service Business Improvement Contribute initiatives to improve business processes. Risk Management/Business Continuity Contribute to business continuity plans. Highlight and escalate issues outside their remit. Service effectively promoted Change objectives achieved Efficient service delivery Continuous provision of service Business threatening situation escalated Nature of contacts and relationship (who and the nature of the communications) Typically involves supporting internal and external customers. May involve direct contact with members of the public including escalated difficult situations and staffing issues Colleagues and senior and middle managers in partner organisations to exchange information. Suppliers and contractors to arrange services and supplies Working Environment Context (physical, disagreeable, health and safety aspects) Office based Procedural Context (creativity, discretion, impact, concentration) Act within guidelines and standard procedure. Day to day operational decision making. Direction Received Under managerial direction to deliver service/team plan with minimal supervision Key facts and figure ranges (include likely size of any team managed) Up to 13 or 14 staff Identifying the need for formal action within appropriate policies Monitoring budget of up to 250,000 Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 3 or equivalent experience Supervisory Skills Work Knowledge Good knowledge of local work procedures and service area and relevant statutory requirements Work Skills and Equipment Operated Competent ICT skills using the full range of office and local applications SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

17 Sheffield City Council Role Profile Description Date October 2007 Family Business Support Role profile Level Number BS 5 Purpose Lead, manage and co-ordinate a number of business support units or functions Role Accountability End Result Planning Develop action plans for own service area Integrated service plans and contribute to Service Plan. Information and Reports Research, analyse, verify and interpret data. Make changes within agreed parameters Senior management informed and advised of improvement opportunities Make recommendations for process and performance improvement Design complex systems local to the units or functions managed. Improvement of process efficiency and quality of service Resources Organise the availability of all resources including equipment, budget, people and systems. Make real time service decisions in response to operational issues in line with local procedures and established guidance. People Management Monitor the standard of staff s performance motivate and ensure resolution of any issues and apply appropriate policies and procedures Financial transactions Monitor and reconcile financial transactions Authorise refunds of overpayments. Contribute to the budget and plan expenditure for the team or site. Projects Lead individual projects, co-ordinate smaller projects and contribute to larger programmes Marketing and Promotion Contribute to development and implementation of supported service marketing strategy. Business Improvement Develop initiatives to improve business processes. Delivery of optimum levels of customer service at all times Efficient allocation of resource Efficient and timely service delivery Provision of customer service to required standard Work done to given standards of accuracy, quality, output etc Performance issues rectified or escalated Monies reach the correct destination in a timely manner Prioritisation of requirements and allocation of funds to meet objectives Projects completed on schedule and to budget Council and service marketed effectively Change objectives achieved Efficient service delivery Risk Management/Business Continuity Contribute to business continuity plans. Continuous provision of service Business threatening situation escalated 17 of 20

18 Nature of contacts and relationship (who and the nature of the communications) Management responsibility for supervisors Communication with other agencies, and senior management May involve dealing with challenging situations and escalated issues Working Environment Context (physical, disagreeable, health and safety aspects) Office based Procedural Context (creativity, discretion, impact, concentration) Works within legislative and procedural guidelines to provide solutions and meet targets/objectives Setting, monitoring and reviewing standards for the work area Direction Received Under general managerial direction to achieve service and team plans may work closely with project sponsors on individual projects Key facts and figure ranges (include likely size of any team managed) Up to five direct reports and 25 staff Meeting spending and income targets in the region of hundreds of thousands Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 4 or equivalent relevant qualification or experience Work Knowledge Working knowledge of who Council colleagues are and what they do. Full working knowledge of processes, procedures and systems within area of operation. Full knowledge of service provided in own area and service specific guidelines Knowledge of multiple services. Work Skills and Equipment Operated Thorough working knowledge of typical office software packages and other applications SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

19 Sheffield City Council Role Profile Description Date October 2007 Family Business Support Role profile Level Number BS 6 Purpose To provide leadership and strategic direction of business support to a discrete service area Role Accountability End Result Planning Contribute to service planning for work areas and supported services Provide performance information on plan Provision of quality service to internal and external customers; services within budget delivery. Resolve operational issues Make, review and control the quality of realtime service related decisions within the appropriate Issues with partners escalated as service area. Efficient and timely service delivery Set and ensure the achievement of targets Provision of customer service to required and objectives for own area. standard Information and Reports Commission, research, analyse, and interpret data and reports Decide and implement or make recommendations for process and performance improvement. Targets and objectives met Improvement of process efficiency and quality of service People Management Lead, develop and motivate a team of staff: Positive climate; achievement of work objectives Finance Plan and control spending of pre-defined budget for own area. Projects Lead, co-ordinate or sponsor projects in own area and contribute to larger programmes. Resource Management Ensure the availability of all resources including equipment, budget, people and systems. Marketing and Promotion Contribute to or develop and implement supported service marketing strategy. Business Improvement Lead initiatives to improve business processes. Risk Management/Business Continuity Develop maintain and implement business continuity plans. Team members develop their skills and knowledge and are capable of achieving the required performance HR policies and procedures met Achievement of objectives within financial targets Projects completed on schedule and to budget Delivery of optimum levels of customer service at all times Efficient allocation of resource Council and service marketed effectively Change objectives achieved Efficient service delivery Continuous provision of service Business threatening situation escalated 19 of 20

20 Nature of contacts and relationship (who and the nature of the communications) Full management responsibility for service area Communication with other agencies, elected Members and senior management Dealing with challenging situations and escalated issues Working Environment Context (physical, disagreeable, health and safety aspects) Office based Procedural Context (creativity, discretion, impact, concentration) Operational decision making Commission research and reports Interpret policy and procedure for supported service Act within legislative and procedural guidelines to provide solutions and meet targets/objectives Direction Received Broad managerial direction to deliver service plan with some managerial intervention to deliver specific projects or contentious work areas. Key facts and figure ranges (include likely size of any team managed) Up to 50 staff with up to 5 direct reports Skills, knowledge and qualifications (Formal qualifications typically required. Essential and generally preferred. Work knowledge acquired.) NVQ 5 Degree Level Business administration or equivalent qualification or relevant equivalent experience. Work Knowledge In depth knowledge of multiple services or ability and willingness to acquire the same Experience of managing staff and work allocation essential Experience of implementing change essential Expert knowledge of processes, procedures and systems within area of operation Knowledge of service provided in own area and service specific guidelines Work Skills and Equipment Operated Thorough working knowledge of typical office software packages and other applications SM1 SM2 SMD CRE CON DDIS DCON RES WWD KS TOTAL of 20

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