Job Description

To provide general administrative support to the Customer Service Centre which works to safeguard animal health and welfare. The work will involve answering calls from APHA customers on a daily basis and being responsible for providing an appropriate response. It will also involve updating information systems, inputting data into databases, liaising with the public, veterinary colleagues, field officers and other stakeholders to provide advice and guidance on policies and procedures.

Position & Key Relationships:
Reports to: Executive Officer (Administrative Team Leader)

Location
Location is Cardiff only as the Customer Service Centre is located in Cardiff. The work will involve processing paper based applications which are physically sent into the Cardiff Office.

Key Relationships:
Team leaders, colleagues within the office, APHA staff and corporate teams, delivery partners and external customers or stakeholders.

Business Travel & Locations:
The job holder may be required to attend other locations throughout Great Britain. Allowance will be paid subject to meeting eligibility criteria.


Scope of Job:
 

• Delivery
• Administrative procedures
• Use of Information Systems
• Customer Service

Delivery:
 

• To deliver the core function of the Business Unit in accordance with established time scales and performance targets;
• Ensuring accurate records are kept and updated accordingly;
• Identifying efficiencies that could be utilized within your own team or wider business unit;
• To understand and identify issues that may affect delivery that require escalation to your Line Manager.

Administration procedures:
 

• To Take responsibility for a set of administrative procedures;
• Ensuring actions are carried out in accordance with the procedures and within the necessary timescales;
• 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 utilized in your work area.

Use of Information Systems:
 

• Inputting data and information onto the bespoke APHA data capture systems in use in your Business Unit;
• Keeping records and updating files;
• Releasing information in accordance with Data Protection requirements and in a professional format.

Customer Service:
 

• To liaise with, and provide excellent customer service to Stakeholders, Delivery Partners and Customers, both internal and external, to understand and appreciate their needs and requirements;
• 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;
• To manage the customer expectation.

Key Behaviors:
The post holder will be required to demonstrate competency at the appropriate level for all dimensions of the Civil Service Competency Framework, with emphasis in the following areas:

Essential Indicators:

Working Together
Proactively contribute to the work of the whole team and remain open to taking on new and different roles. Get to know your colleagues and build supportive relationships. Listen to alternative perspectives and needs, responding sensitively and checking understanding where necessary. Ask for help when needed and support others when the opportunity arises. Be aware of the need to consider your own wellbeing and that of your colleagues. Understand that bullying, harassment and discrimination are unacceptable.

Delivering at Pace
Always work with focus and pace to get the job done on time and to a high standard. Follow the relevant policies, procedures and rules that apply to the job. Use own knowledge and expertise to organize work. Keep focused on delivery and take responsibility for the quality of work produced. Keep a consistent level of personal performance. Keep managers and stakeholders updated on how work is progressing.

Changing & Improving
Review ways of working and suggest improvements, including how to make full use of new digital technologies. Learn new procedures and help colleagues to do the same. Query any issues that arise from changes in a suitable way. Respond in an effective and appropriate manner when emergencies arise.

Behaviors

We'll assess you against these behaviors during the selection process:

• Working Together
• Delivering at Pace
• Changing and Improving

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Required Knowledge, Skills, and Abilities

Familiar with the use of basic Microsoft packages Outlook, Word, Excel. Well organized. Positively responds to change. Customer service focused. Accuracy inputting data and collating/filing paperwork. Ability to communicate clearly and effectively both verbally and in writing. Proactive in their approach to work.