Role Description Administration Assistant

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1 Role Description Administration Assistant Title: Administration Assistant Division: Member Services Department: Member Services Location: Gold Coast Reports to: Member Services Manager and Regional Manager Gold Coast Direct reports: Nil Key Liaisons: Regional Manager, Life Saving Development Officer, Member Services division, Clubs and members Approved Divisional Manager: Name: Glen Russell Signature: Date: Approved CEO: Name: John Brennan Signature: Date: Organisational Profile Our Vision Zero preventable deaths in Queensland Waters. Our Values Community Health Respect Integrity Safety Accountability Leadership Inclusive Equity Teamwork Trust Our Commitment We will always do what we say we will do We will always acknowledge performance excellence and support the people who strive to achieve it We will positively embrace change We will share responsibility for open and honest communication and collaboration We will be accountable to our customers for the delivery of outstanding service We will always positively protect and promote our brand and its values Our Strategic Imperatives Committed to our Community Connected to our People Effective in our Business Sustainable for the Future Role Description Administration Assistant Page 1 of 6

2 Position Outline This position is responsible for processing of course paperwork, monitoring course requests, maintaining databases, archiving course documents and providing administration support for the Member Services department. Key Results Area Training and Education To process internal course paperwork. Sufficient and accurate documentation is received prior to paperwork being processed; all certificates are processed with no errors and issued to participants within 7 days of receipt. To record, monitor and action updates to Training and Education databases. As per the Incomplete Paperwork Rectification Procedure. To monitor incomplete and outstanding training course records. Any inaccuracies with paperwork are followed up according to Outstanding Paperwork Procedure and Incomplete Paperwork Verification Procedure To assist with maintaining the Training & Education files, records and internal training. According to Archiving Procedure on a weekly and monthly basis. To ensure all parties associated with education within SLSQ GC are kept informed of policies and procedures via internal circulars. All parties are updated within 3 days of any changes via and workshops conducted on an as required basis. To coordinate the effective preparation and distribution of SLSQ qualifications and certification, industry and nationally recognised. All details contained in qualifications and certifications are 100% accurate and issued within 7 days of receiving the course paperwork at SLSQ. To provide secretarial and administrative support to the Member Services Member Education Staff. Key Results Area Administration Assist with meeting room and morning tea set up, photocopying and filing any invoices from MSM; ad hoc tasks as required. To maintain SurfGuard. Membership, processing of awards, carnival manager set up and examination requests are up to date. Role Description Administration Assistant Page 2 of 6

3 To review and collate course feedback for submission to Member Services manager. All course feedback forms reviewed, scanned and saved. Member Education Manager is made aware immediately if the feedback is considered in breach of any SLSQ, RTO or AQT policies or procedures. Feedback is reviewed holistically as per Feedback review schedule. To assist with the review of the Continuous Improvement Database. Review database, create report and suggest actions for improvement to the Member Services Manager, quarterly. To implement measures to ensure accuracy and integrity of records and documentation. Conduct random sampling of processed courses at least every fortnight to ensure accuracy and integrity. To communicate and document system changes to stakeholders. All changes are documented and information presented to stakeholders via , website or meetings, as deemed appropriate to changes being made. To carry out other specific projects/duties as specified by the Member Services Manager. To provide quality customer service to Staff, Branches, club staff and members. To complete adhoc projects as requested by the Member Services Manager. To provide administrative support to the Regional Manager as requested by the Member Services Manager Key Results Area Operations As requested, within specifications and timeframes. Respond to enquiries immediately and resolve within 1 business day or referred on to appropriate person. All members and club and branch personnel are treated courteously and professionally at all times. As required, within specifications and timeframe. As required, within specifications and timeframe. To assist Reception. As per the Reception Role Description and according to roster answer phone, greet guests, advise relevant staff that guests have arrived and complete mail duties. To answer all incoming calls professionally. Within 3-5 rings and as per reception manual. To forward calls on appropriately. Calls are passed directly to the correct recipient without delay. To record and pass on all messages either by , phone or in person. All messages are passed to the intended recipient immediately with correct information. Role Description Administration Assistant Page 3 of 6

4 To maintain the reception area to a high standard. All surfaces are clean and kept neat and tidy without clutter, all books are kept in supply and neatly positioned. To greet every visitor professionally. All feedback is positive, every visitor is acknowledged as they enter the office and offered a seat, the contact is notified of their arrival and the visitors are signed and provide car details and keys if necessary. Key Results Area TEAM, CAREER and INNOVATION To provide quality customer service. To uphold the standards of SLSQ and lead by example. To proactively contribute to team meetings. To participate enthusiastically and purposefully at all review meetings. All client enquiries are acknowledged within 2 business days actioned and/or resolved within agreed timeframes. Always punctual for work; nil legal, ethical and cultural issues; maintain workplace in a safe, and a professional demeanour at all times. 100% compliance with SLSQ policies and procedures. Raise issues and/or observations relevant to the SLSQ team or the successful running of the organisation in a productive way. Be prepared with all relevant documentation. To take responsibility for personal and professional development. To research and identify Learning & Development opportunities annually. To share ideas and innovative concepts to add value to the business. Evident in improvements of processes and procedures in your own area. To raise issues and/or concerns with the manager. Done in a timely manner, manager is aware of any concerns or issues that prevent you from achieving your KPI s. To promote a continuous improvement atmosphere. Raising and actioning at least one improvement in your area a quarter. To promote a positive working relationship with the Member Services team. To strive for the SLSQ mission in everything you do. Ensure the team feel they can rely on you and you can ask questions as needed. All activities undertaken are completed are in line with the SLSQ Strategic and operations plans. Role Description Administration Assistant Page 4 of 6

5 Capability Statement Qualifications Business Administration qualifications highly regarded 3 years administration experience highly regarded Working with Children Blue Card or ability to obtain one quickly Skills & Experience Advanced knowledge of Microsoft Word and Excel Knowledge of using database systems Advanced typing speed Knowledge and experience in working with RTO s and ASQA desirable Ability to work autonomously Exceptional presentation and interpersonal skills Problem solving skills Ability to plan and prioritise workloads to meet deadlines Outstanding organisational and time management skills Self-management that contributes to employee satisfaction and growth Learning approach that contributes to ongoing improvement Personal Attributes Able to follow organisational policies and procedures Persistence Initiative that contributes to innovative outcomes Flexibility in regard to changing responsibilities Understanding of organisational culture Outgoing and enjoy interacting with people Strong work ethic Role Description Administration Assistant Page 5 of 6

6 Appreciation for surf lifesaving Empathy for volunteerism Enjoy working as part of a team Highly developed interpersonal skills High level of attention to detail Trustworthy Highly organized Understands and willing to follow protocol Integrity Initiative Self-starting Shares information Supports others Work well under pressure Client focused Role Description Administration Assistant Page 6 of 6

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