Children, Schools and Families Directorate

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1 1. JOB TITLE Job Title: Service Support Officer Reports to: Business & Development Manager Service: Grade: Children, Schools and Families Directorate SP8 2. JOB PURPOSE The Service Support Officer (SSO) assists the Business & Development Manager in taking responsibility for managing the business support teams within an area. The SSO ensures the delivery of a high quality and efficient business support service to assist in delivering the overall aim of the Directorate to improve outcomes for children. SSOs lead the way in assessing and implementing process improvements to constantly and consistently improve the performance of the business support service and increase customer satisfaction. 3. PRINCIPAL ACCOUNTABILITIES: 1. Lead and manage business support staff ensuring effective delivery of a high quality business support service, ongoing professional development and overall performance. Ensure team members have clear roles and responsibilities. Set SMART objectives, conduct appraisals and define personal development plans for team members. 2. Lead in all staffing matters for their team, including recruitment, induction, retention, performance management and succession planning. Develop effective and consistent staff practice across the teams addressing poor performance immediately with measures that bring about effective resolution and improvement. 3. Allocate and manage the team workload to ensure the delivery of an effective and high quality business support service in accordance with the business support standards and practice. Take an active approach to continuously review, update and develop these quality standards. 4. Develop and maintain business support systems in order to enhance and maximise day-today operational efficiency and effectiveness. Ensure that processes and procedures are in place to capture data accurately and in a timely and consistent manner, providing a quality control mechanism through the Business Support teams. Identify improvements leading to operational productivity improvement and increased customer satisfaction. Page 1 of 6

2 5. Ensure the business support service is responsive to the needs of the Directorate. Use monitoring systems to monitor and manage activity and continuously evaluate these systems to ensure a consistent service across the business support teams. Work in partnership with team managers and practitioners to monitor and evaluate the effectiveness of the business support service and implement improvements to increase customer satisfaction. 6. Assist in the development of clear and realistic plans and targets for the team ensuring these align to the vision, priorities, aims and objectives of the Directorate. Communicate these plans and targets effectively to team members. 7. Ensure the effective learning and development of all team members, using a combination of methods and knowledge resources. Personally maintain an overall awareness of Children, Schools and Families and the County Council to contribute effectively. Undertake continuous personal/professional development. 8. Undertake a specific responsibility on behalf of the Directorate in relation to the Communications Champion role, Time Administration, Health and Safety, Premises, Security and Information Governance. 9. Respond to enquiries from Members, the public and service users, County Council colleagues, partner organisations and suppliers, including fact-finding, routine responses and correspondence and maintaining records Familiarise, uphold and promote the aims of the council s Equality and Diversity policies in the course of day-to-day work Take up other relevant responsibilities, as nominated or delegated by the team manager or their delegate. 4. COMPETENCY AREA Level 1. Providing Direction Contribute to and implement operational plans. Translate Directorate into SMART objectives, outcomes and timescales for team members. Effectively communicate service plans to team members. Clarify individual s roles and responsibilities. 2. Managing Self and Personal Skills Prioritises, plans and delegates own work in a proactive way in order to deliver on commitments and meet team objectives. Keeps up to date professionally, reviews development needs regularly and takes active steps to address them. Maintains a visible and effective presence in the teams. Promotes and advocates equality and diversity and appropriately challenges and explores all forms of discrimination. 3. Using Resources Page 2 of 6

3 Ensures that resources are managed in accordance with SCC policies, procedures and legal requirements. Schedules work activities with clear understanding of the processes, risks and contingencies required. Shares resources with colleagues/partners to achieve better overall Directorate outcomes. 4. Facilitating Change Manages the implementation of change and supporting team members through the change process. Involves team in developing realistic plans for implementing change whilst continuing to deliver a service. Monitors completion of tasks towards implementing the change, revising activities as necessary. 5. Working with People Allocates and delegates tasks according to skills, experience and workload. Develops team members through training, additional responsibilities, coaching and regular feedback. Is able to engage others and deal positively with resistance and conflict. Takes time to build effective relationships with team members. 6. Achieving Results Manages delivery through prioritisation of tasks, effective time management and providing direction to team members. Takes a continuous improvement approach to individual and team gaps and instigates steps to improvement. 5. WORK CONTEXT The Children, Schools and Families Directorate provides a range of highly specialist services to children and young people who are vulnerable, and/or have special educational needs including complex disabilities, or additional needs such as English as a second language. Services are delivered directly to children and their families, to early years settings, to schools and alternative education settings. Services are delivered within extensive statutory frameworks and staff working in these Areas need high degrees of specialist knowledge in order to deliver effective services to these high risk and high need groups. Much of the work requires close working with stakeholders (such as parents/carers, schools, health services, police, voluntary organisations). These are sensitive, and often, emotive service areas that are of significant interest to Councillors and the public. Service Support Officers support the Business & Development Manager in ensuring the operational effectiveness of the business support teams, taking a lead role in overseeing workloads and managing the business support staff. The role oversees the delivery of a high quality and consistent business support service, which is responsive to the needs of the Directorate. Continuous service improvement is essential and SSOs are responsible for monitoring and evaluating the effectiveness of the business support service with operational managers and their front line teams. Implementing improvements to continuously increase customer satisfaction whilst maintaining consistency of approach across the business support teams. It is vital that an SSO is able to proactively manage a varied workload, delegating where appropriate and prioritising work to meet deadlines. Referring complex and sensitive matters to the Business & Development Manager. Page 3 of 6

4 Service Support Officers must be fully aware of the need to work confidentially and must be conversant with the requirements of the Data Protection and Freedom of Information Acts and ensure the team works within the legislation. The role also has responsibility for health and safety issues in relation to the Business Support Teams. 6. DIMENSIONS Financial: Staffing budget: up to 1m Overall budget influence of 4.5m Non-Financial: Vulnerable CYP Children in Need Surrey population: approx 1,000,000 Staff group 8-10 people 7. PERSON SPECIFICATION Education, Training and Work Qualifications Demonstrable high level of organisational ability Evidence of continuous training and personal development A level or NVQ3 standard with previous relevant experience or equivalent alternative Method of Documentation References Knowledge Practical experience and understanding of business supporting services in large and complex organisational setting. Previous management experience, including staff Interview Page 4 of 6

5 supervision. Authoritative knowledge on a range of business disciplines Competent in a range of IT tools including databases, Word, Excel, Explorer, File Manager, PowerPoint, systems Lotus Notes & Calendar (or equivalent). An understanding of quality standards Authoritative knowledge of how to provide excellent customer care Skills and Abilities Management skills. Direction of team, motivation, development and appropriate delegation. Organisational, workload planning, effective use of resources. Proven ability in competencies (described in 4) Application form Interview Ability to: Use a range of written and oral communication skills. Work under pressure and meet agreed deadlines. Understand the need for confidentiality Build effective working relationships Other requirements Forward thinking with a sense of humour Committed to delivering improvement in public service Commitment to continued professional and personal development Keen to learn Application form Interview Ability to: Reflect and learn from own behaviour, identify impact of actions on others Communicate in an open and effective manner Use feedback to develop 8. JOB PROFILE APPROVALS Job-Holder Manager Print Name Date Print Name Date Page 5 of 6

6 9. GRADING DECISION (Depending on the grading process record the following) Grade: SP8 J.E. Panel Ref: Panel Date: 14 December 2009 OR Grade: Career Guide Used: Date: Manager Approval. Print Name ORGANISATION CHART Directorate Head of Resources Directorate Business Support & Development Manager Business & Development Manager Support Teams comprising: Service Support Officers Senior Service Support Assistants Service Support Assistants Service Finance Assistants Senior Personal Assistants Personal Assistants Page 6 of 6

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