Job Description

The role is part of the Records and Information Administration (RIA) team, based in the Business Services, within the Shared Service Directorate. You will be joining a friendly and supportive team keen to share their expertise and knowledge to train a new team member.

The RIA team act as first-line contact for records management queries, resolving issues or referring on to other teams where needed. The majority of tasks and queries are to do with electronic records, however the role also deals with paper records and procedures. The jobholder will provide support to colleagues across the Bank, fulfilling the role of EDRM (Electronic Data Records Management) and RM (Records Management) system expert. Full training will be given.

RIAs are responsible for the administration of documents and folders in the Bank’s Electronic Document and Records Management system and associated applications throughout the information lifecycle, and will support the business in ensuring that users comply with the Bank’s Records Management policies and procedures.

The RIA Team works closely with various teams across the Bank including the Bank Records Management Team, business areas records management administrators, Technology Service Desk and support teams, the User Access Management (UAM) team and Recruitment support teams.

Provide first-line customer support for records management queries via phone, email and the “My Service” online request tool, referring on where appropriate to Technology Support or the Bank Records Management Team. This includes:

• Assisting colleagues with problems using FileSite (the Bank’s records storage database)
• Provide guidance and advice to customers on best practice for storing and accessing records and complying with the Bank’s “Our Code” policy.
• Creating, amending, reviewing and closing records management folders and folder access rights
• Document administration including unlocking or checking in documents
• Responsible for the administration and review of folders and documents in the Bank’s Electronic Document Records Management system (ARM)
• Creating, updating and closing FileSite accounts for Bank colleagues
• Participate in the team’s daily rota, sharing responsibility with the rest of the team for the various ongoing activities and tasks including customer service and records management administration
• Supervision and management of folders and documents throughout their life-cycle to ensure compliance with records management policies and legislation
• Govern the creation and maintenance of folder and document access ensuring correct security classifications
• Check and action Compliance and Integrity reports on all information stored
• Perform Data Protection Subject Access / Freedom of Information searches as required

You should not be put off applying if you do not meet/ have all of these criteria – we would encourage you to get in touch to discuss what support you might need to close any gaps and/or any other skills you might have which you think could be helpful in role.

Required Knowledge, Skills, and Abilities

• A collaborative and inclusive approach to working both within the team and with colleagues across the Bank
• Excellent customer services skills and the confidence to deal professionally with people at all levels in the organization
• A commitment to service improvements with a customer focused attitude
• Ability to priorities and handle your own workload and work to tight deadlines to deliver a successful outcome
• Good written and verbal communication skills
• Able to work as part of the team and independently as required
• Accuracy and attention to detail
• Ability to learn quickly
• Solid understanding of Microsoft Office suite and the ability to learn a range of IT tools / software as part of the role
• Possesses a broad understanding of the Bank’s organizational structure, or an interest in quickly acquiring this knowledge
• Knowledge or experience of Records Management within an organization
• Working to Service Level Agreements (SLAs) in a Service Request environment