Administration Officer
| Posting date: | 09 May 2024 |
|---|---|
| Salary: | £23,811 per year |
| Hours: | Full time |
| Closing date: | 24 May 2024 |
| Location: | Stafford |
| Company: | Government Recruitment Service |
| Job type: | Temporary |
| Job reference: | 343963/6 |
Summary
A role that offers both variety and flexibility?
If you possess excellent communication abilities and thrive in dynamic, fast-paced environments, relishing the challenge of working within tight deadlines, we invite you to reach out to us!
Your unique skills and enthusiasm are exactly what we're looking for!
Animal and Plant Health Agency (APHA) are committed to fostering a workplace culture where all individuals are valued, heard, and encouraged to be their authentic selves.
We recognise the importance of diversity, not only as a moral imperative but also as a driver of innovation and sound decision-making.
By embracing and celebrating differences, we create an environment where everyone can thrive, leading to greater creativity and effectiveness in our work.
We have a number of Administration Officer roles in our busy customer contact teams. These are demanding roles requiring excellent customer service skills, confidence on the telephone and the ability to multi skill and change tasks throughout the day.
These roles will provide significant opportunities to develop your own skills and future career.
Roles: (Refer to Candidate Pack attached for role details)
Exeter - 14 posts (Some roles may include arranging the removal of diseased animals to a slaughterhouse)
Carlisle/Preston - 8 posts
Bristol - 6 posts
Stafford - 1 post
Worcester - 1 post
Cardiff - 2 posts
(All locations) - 11 Central Services posts
(Applicants who select York as a location will be considered for a Central Services post)
Candidates should be aware that you may be offered a role as your contractual base, at your preferred location, however be part of a satellite team linked to a team based at any of the other locations. Please select from your preferred contractual location as there will be a requirement to attend this office 60% of your working week.
In some instances, training will be carried out face-to-face, as will any local inductions. Candidates are therefore expected to attend in person for these as and when required.
For any additional queries please raise enquiries via HRResourcingSupport@defra.gov.uk
You will be working in a friendly and supportive team in a fast paced, reactive and varied role. You will need to have good IT and organisation skills and the flexibility to turn your hand to different tasks as the situation demands. The position is customer facing and will suit those who have an ability to communicate well to a diverse group of customers. You will be engaging with a broad range of partners and forming relationships with colleagues across the wider Defra team.
Some of these roles are primarily telephony roles where you will be taking inbound calls from customers and assisting them with their many and varied queries. You will use systems to process the calls, deal with the query and update customer information. In addition you will make outbound calls to customers in order to seek or clarify information. Your role is to resolve queries wherever possible with a “once and done” approach.
Confidence in speaking to customers on the telephone and via email is an essential requirement for these roles as you will be responsible for answering emails within agreed timeframes and resolving stakeholder queries and questions.
Job holders will be expected to provide support to our customers in a wide variety of ways as well as to support the management team.
As an Administration Officer, your main responsibilities will include;
Delivery
- working collaboratively with remote teams across Great Britain to support the delivery of the core function of the Business Unit in accordance with established time scales and performance targets
- ensuring accurate records are kept and updated accordingly
- data inputting using various IT systems in accordance with APHA Data
- identifying efficiencies that could be utilised within your own team or wider business unit
- understanding and identifying issues that may affect delivery that require escalation to your Line Manager
- being flexible to adapt to changing situations within the office and responds with energy and commitment to take on additional tasks that may be outside the normal day to day duties
Administration Procedures
- taking responsibility for a set of administrative procedures; ensuring actions are carried out in accordance with the procedures and within the necessary timescales
- providing various office administrative and business support duties to the immediate and when required wider team including meeting organisation, note taking, updating of distribution lists, training course organisation and mailbox monitoring
- answering telephone queries, following up enquiries which cannot be immediately resolved. There is some processing and procedural work associated with the calls generated, including accurately noting the details of the call on a customer’s record, updating databases, producing paperwork, and following general administration processes and procedures
- providing support and guidance to others (internally and externally) on procedures
- continually reviewing procedures in your work area and identifying any efficiencies that could be utilised in your work area
Customer Service
- liaising with, and providing excellent customer service to Stakeholders, Delivery Partners and Customers, both internal and external, to understand and appreciate their needs and requirements, for example, liaising with farmers and local veterinary practices to arrange tests. Some roles will involve arranging removal of diseased animals to an abattoir, liaising with farmers and their agents over compensation valuations and payments - TB (Bovine Tuberculosis) (Operational Delivery roles only)
- liaising with laboratories over test results (TB Operational Delivery role only)
- responding to requests from the public for information and guidance and providing accurate and timely information to our customers
- updating information held on our information systems by liaising with the public to ensure the data we capture about (or for) our customers is accurate
- managing customer expectation.