Job title: Business Services Assistant Grade: SCALE 3 Role code: EBC0154 Status: Police Staff
Main purpose of the role:
Act as the first point of customer servicecontact for Officers and Staff within both forces and external customers, responding to initial requests for assistance, providing basic advice and guidance in relation to a wide range of support services, actioning service requests and providing a range of transactional support functions across the HR Services, Finance Services and Service Delivery teams, in order to deliver an effective service and ensure that relevant service expectations are met efficiently.
Generic accountabilities Respond to initial requests for assistance, providing basic advice and guidance in relation to a wide range of support services and actioning service requests, to include taking calls and written enquiries and process requests, accurately logging them onto the call management system, taking all relevant details and progressing appropriately to ensure effective provision of service.
Provide basic advice and guidance over a range of HR, Finance, Facilities and Administrative services, escalating or referring enquiries as appropriate in order to ensure that the customer receives a quick and timely resolution to their call or referral to the most appropriate team or Department to resolve their call.
Process information and carry out transactions across the range of services provided from the Business Centre to ensure up to date and accurate data in support systems and maintain records in line with information management legislation, force policy and procedures, providing accurate force HR, Finance and Estate related information to customers at all levels internally and externally.
Team specific accountabilities - Service Delivery
Act as the first customer contact point for all services, resolving enquiries or providing advice and guidance based on an assessment of customer needs or selecting the most appropriate course of escalation or referral within Business Services or to the relevant corporate Department depending on the nature of the enquiry.
Maintain and monitor the access control system, granting, reviewing and removing access in line with policy and procedures ensuring the appropriate level of authorisation has been obtained, to include troubleshooting access control problems and issues and resolving as appropriate.
Provide a bookings service to include meeting rooms and appropriate facilities, pool vehicles and other facilities work requests (e.g faults, maintenance, logistics), ensuring entitlements, availability and suitability based on an assessment of customer needs and relevant force policies and procedures and generating taskings resulting from bookings to ensure appropriately actioned.
Provide an absence reporting and resuming service taking details from officers and staff when reporting sick and resuming from periods of sickness, updating relevant records and ensuring a full account of absence and appropriate notifications and triggers are initiated to support the attendance management process.
HR Services Process and administer recruitment applications for all roles, police, staff and volunteers, liaising with candidates, corporate recruitment staff and recruiting managers to ensure requirements are met, candidates are supported and relevant legislation, force policies and procedures are met to ensure successful recruitment campaigns.
Process and administer records relating to absence and the attendance management process, to include liaising with managers, the corporate HR Department and Health Services colleagues as necessary to ensure accurate and timely absence information, effective co-ordination of actions and record keeping with regard to attendance management interventions and actions.
Process and administer a wide range of transactions relating to the management and maintenance of HR records to include the full range of life events (to include recruitment, performance, resignations, leave, change of status) generating accurate and timely information and effective support to payroll and pensions, personal files and management as appropriate.
Finance Services Process official requisitions ensuring appropriate authorisation and compliance with procurement regulations, policy and procedures and generate purchase orders to suppliers for goods and services to ensure adequate stocks and effective supply of requirements to support operational and administrative needs.
Process accounts payable and accounts receivable, utilising the automated invoice payments service ensuring appropriate authorisation and compliance with financial regulations, force policy and procedures to ensure accurate and timely payments to suppliers for goods and services received and generating invoices for services provided.
Process other payments to include financial administration tasks and provision of advice and guidance on overtime, expenses and mileage, purchasing cards and other sundry payments and receipts ensuring compliance with financial regulations, force policy and procedures to ensure accurate and timely payments to officers, staff and creditors and timely receipt of payments from debtors.
A good standard of education to at least GCSE standard or equivalent, with a good standard of grammar and spelling is essential as is accuracy and attention to detail together with a methodical approach to tasks. Strong customer service skills in both a verbal and written manner are required as the post holder will have contact with a variety of customers from various departments and the public. Skills in Microsoft Office (Word, Excel, Outlook) are essential, a knowledge of SAP would be desirable. A high degree of flexibility and the ability to mulit-task and work effectively within team is necessary as postholders will work across any of the services teams as required to meet demand in all business areas.
Analyse critically (level 1)
I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.
Collaborative (level 1)
I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.
Deliver, support and inspire (level 1)
I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service.
Emotionally aware (level 1)
I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly.
Innovative and open-minded (level 1)
I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.
Take ownership (level 1)
I actively identify and respond to problems. I approach tasks with enthusiasm, focusing on public service excellence. I regularly seek feedback to understand the quality of my work and the impact of my behaviour. I recognise where I can help others and willingly take on additional tasks to support them, where appropriate. I give feedback to others that I make sure is understandable and constructive. I take responsibility for my own actions, I fulfil my promises and do what I say I will. I will admit if I have made a mistake and take action to rectify this. I demonstrate pride in representing the police service. I understand my own strengths and areas for development and take responsibility for my own learning to address gaps.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public service (accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.
Customer Services (Level 3)
Responds promptly and effectively to requests for assistance from customers, establishing and checking their service requirements.Understands the importance of completing accurate customer records and provides them with accurate and up to date information. Works well with others to improve standards of service and gathers information on customer feedback both positive and negative. Confident in face to face and telephone encounters with customers, accurately gauging needs and feelings through observation of behaviour and sensitive questioning. Is helpful and courteous at all times and remains calm, minimising potential conflict situations.
Finance - Payments Processing (Level 3)
Familiar with handling invoices, capture slips, routine payments procedures, and basic debtors billing, including coding structures for income and expenditure. Able to batch and prioritise payments according to due date and type, and record batch details. Conversant with FMIS and Accounts Payable systems in order to locate payments and answer many payments queries.
HR - Employee Relations (Level 3)
Possesses a sound knowledge of documentation and procedures relating to personnel administration, including salary adjustments and contracts of employment. Able to give basic advice on the interpretation and application of police regulations and police staff conditions of service across a broad range of employment issues. Possesses a general awareness of current employment legislation.
HR - Resourcing (Level 3)
Maintains and updates the HR database with local personal details, postings and establishment information as required. Maintains audit trails of all such data changes, including, where appropriate, the secure riling and storage of personal files and other sensitive HR data.Checks and audits data changes and ensures the accuracy and validity of local data at all times. Provide routine and ad hoc local HR reports and management information.
Health and Safety (Level 3)
Has a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures.
Information Management and Technology (Level 4)
Can conduct basic computer searches and can correctly interpret data generated. Can create and amend records, according to role requirement. Knows established rules and protocols. Understands impact of data quality, and is self-monitoring on data quality issues.
Knowledge of Police Environment & Policy (Level 3)
Has a basic awareness of current policing issues, the environment in which Kent Police and / or Essex Police operate and developments in the way the County is policed. Possesses sufficient knowledge of the roles of the various Areas / Departments, organisation structures and police systems to operate effectively. Understands appreciates and adheres to working procedures, practices and policies relevant to the current role. Familiar with Force goals and local business plan objectives.
Management of Police Information (MOPI) (Level 3)
Has a basic understanding of the APP for Information Management (incorporating MOPI guidance) and its practical application. Recognises when there is a policing purpose to record information. Is familiar with the NPCC Retention Schedule. Takes personal responsibility to ensure information is recorded accurately and is retained for as long as it has a policing purpose and is stored in such way to allow it to be accessed by those with legitimate reason. Securely disposes of material which no longer has a policing purpose. Has successfully completed all standard relevant Information Management and Security, training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents.
Office Organisation (Level 3)
Has a good understanding of office routines and procedures, and possesses skills in planning, organising and monitoring work. Understands record keeping, filing and data storage systems, and can ensure that information is stored accurately / logically, within Force guidelines. Able to organise the provision and storage of office supplies, stationery and consumable items etc. to ensure that appropriate stock levels are maintained. Able to undertake basic research and supply information in a well presented manner. Can draft and prepare routine documents.
Office Technology (Level 3)
Able to utilise relevant Force standard office software products such as word- processing, spreadsheet, database, presentation and desktop publishing packages to a standard that matches the requirements of the current role in terms of quality and speed. Can operate other items of essential office technology such as photocopiers, facsimile machines, answerphones, shredders, in order to effectively undertake the requirements of the current role. Aware of the implications of Data Protection and acts appropriately in this respect.
Risk Management (Level 3)
Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors.