Role Profile. Job No. (Office Use) A202a. Directorate Corporate Support Department Customer Services & Business Transformation.

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1 Role Profile Job Title Data & Performance Management Systems Officer Job No. (Office Use) A202a Band/Band Range- (for career grades) Grade D Directorate Corporate Support Department Customer Services & Business Transformation Division Contact Centre Section Management & Support Reports to (Job Title) Customer services Manager (Contact Centre) Competency Job Type Customer Facing Worker Suitable for Job Share (Y/N) Yes If No reason Location Ballard House, with ability to operate at offices across the city Shift Pattern Require to work flexible hours as the needs of the service dictate CRB check required Not required Job Purpose Responsible for the development and maintenance of IT and telephony applications within Customer Services, including administration, identification, reporting and resolution of faults, providing support and training to Customer Service staff as required. Collate, analyse and present to management statistical data using a variety of IT programmes and assist in the implementation and maintenance of Performance Management and Data Provision frameworks within the Department. to fulfil the criteria for, and undertake the duties of its jobs. Page 1 of 5 Updated on 02/08/2010

2 Decision Making The job involves some working within recognised procedures, some working using personal initiative. The work does involve responding independently to unexpected problems and situations. The post holder generally has access to a supervisor or manager for advice and guidance on unusual or difficult problems. Accountabilities Respond to the needs of Customer Service staff, providing guidance, support and training in all IT/data/telephony related matters Administration, set up and maintenance of: Telephony system for Customer Services and ISD, CRM system, Departmental Web Author Administrator and lead contact for Contact Council, ESD Toolkit, Govmetric Central Government led systems Analyse current systems and amend processes to improve performance and guide requirements for new systems & implimentation Single point of contact to Manage the Contact Centre s automated telephony system, including day to day system updates, rapid response fault identification and continuous systems development Collate, analyse and present statistical data using a variety of IT programmes, providing essential performance information to the management team Ensure that the departmental led ICT systems are capable of capturing consistent data across the authority to meet national and Council standards Log all IT related faults and change requests with help desks, seek updates on the progression of logged faults and be responsible for ordering IT hardware, software and consumables. Assist in the implementation and maintenance of Performance Management and Data Provision frameworks within the Department e.g. maintenance of Desk Aids to provide Customer Service staff with operational information and procedures Contribute and complete key tasks for project work, including the implementation of new systems Maintenance of the Authority s telephone directory, updating contact details as required The post holder has considerable responsibility for computer information and systems and is required to adapt /develop systems for use by the department. Undertake other duties appropriate to the grade of the post. Departmental activity based costing analyst Page 2 of 5

3 Demands The role is mainly sedentary, there are requirement to carry equipment and move desks in order to set up PCs and to carry out local office maintenance of IT equipment. The post holder has considerable levels of work related pressure, working to deadlines and regularly subject to conflicting demands and interruptions Working Conditions The post holder is office based with minimal exposure to any verbal abuse from members of the public Page 3 of 5

4 Experience, Knowledge and Qualifications Essential GCSE (Grade A*-C) or equivalent in Maths and English NVQ3 in IT or equivalent (or working towards) CLAIT or equivalent database systems training Extensive use and understanding of IT applications, including word processing, spreadsheets, databases, and internet use Experience of maintaining e-systems and associated applications Experience in delivering management information and modules Proven experience in supporting customers in an ICT role Experience of working in the information management field and an awareness of regulatory compliance Exeperience of report generation and other dissemination tools Experience of Contact Centre Management tools and systems. Proficient user of a range of Microsoft Office packages, plus experience of the following :- o computer based networked information delivery systems o using and developing IVR mapping processes o publishing information o working with a number of partners, both internal and external to the organisation o collation and presentation of data in both IT, written and verbal formats o statistical analysis and identifying trends and forecasts to enhance delivery of customer service functions o co-ordinating and disseminating accurate and timely information Desirable Knowledge and experience of the workings of a Social Services/Housing/Revenues and Benefits Directorate Evidence of having undertaken training in plain language Knowledge of Microsoft systems administration Professional Qualification in Contact Centre Administration Page 4 of 5

5 Skills and Technical Competencies Analitical skills to interpret information, such as statistics, identify ICT systems faults and provide viable solutions to ensure provision of service is maintained Ability to analyse and make appropriate decisions to ensure ICT systems area available at all times for departmental and external users There is a requirement to provide varied information to a range of audiences and advise/guide staff on various issues Keyboarding skills are required, and a constant demand is in place for precision and speed to carry out daily tasks and to support the use of ICT systems Communication and interpersonal skills to provide advice, guidance and training to ICT users and being able to convey information clearly and confidently Corporate Standards Act at all times in accordance with appropriate legislation and regulations, codes of practice, the provisions of the council s constitution and its policies and procedures. Work within the requirements of the Councils Health and Safety policy, performance standards, safe systems of work and procedures. Undertake all duties with due regard to the corporate equalities policy and relevant legislation. Page 5 of 5

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