JOB TITLE: Business Support OfficerLOCATION: Hybrid working, Ealing, W5 2HL PAY RATE: £18.04 PAYE (per hour)START DATE: ASAPDURATION/Hours: 3-month initial contract/ 35 hours a weekIR35 STATUS: Inside

Key accountabilities:

• To monitor the different streams of contact from customers, including emails, via the website, and telephone calls and ensure that these are prioritised, recorded and allocated to relevant teams effectively and efficiently.
• To act as a first point of contact, ensuring that members of the public receive correct and up-to-date information as well as sending out the appropriate correspondence and literature.
• To book appointments for officers ensuring accurate communication is made with tenants, licence holders, and inspecting officers.
• To support development and delivery of newsletters and other information to landlords, tenants, and other interested parties.
• To send out letters in response to complaints to landlords, tenants and other interested parties.
• To maintain database records and prepare reports as required, including financial reports of income received.
• To provide performance data on business support and make corrective plans for other regulators and professionals.
• Ensure the Team Leader is appraised/advised of any potential service shortfall to enable effective, appropriate action to remedy this.
• To manage competing priorities, including both reactive and proactive responsibilities, ensuring they are effectively managed whilst completing other administrative functions.
• In conjunction and as directed by the Team Leader, assist in the training and support of other junior and temporary members of staff.
• To signpost customer enquiries/complaints to other departments within the council or to external agencies and ensuring due regard to relevant due diligence and safeguarding protocol and data protection/sharing agreements.
• To ensure a high standard of meeting customer expectations by dealing with complaints in a timely manner as well as dealing with complex/agitated customers in a calm and polite manner and escalating their concerns to a team leader/senior manager if required.
• To provide support to landlords making payments made using Civica (On-Line Payment System) ensuring adherence to Council financial procedures.
• To act as a first point of contact for HM Courts and Tribunals Service regarding prosecutions and appeals.
• To act as a first point of contact for formal complaints, freedom of information requests, and members enquiries if required, to ensure timely responses are made.
• In conjunction and as directed by the Team Leader, help ensure that adequate cover is always maintained for both telephone and email points of contact, flagging circumstances were there is a lack of cover or demand is high and is affecting the level of service provided.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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