University of Sunderland Role Profile Part 1

Transcription

1 University of Sunderland Role Profile Part 1 Business Support Administrator Job Title: Business Support Administrator Reference No: NEW379 Reports to: Commercial Facilities Manager Grade: C Working Hours: 37 Faculty/Service: Location: Main Purpose of Role: Enterprise & Innovation Hope Street Xchange/St Peter s Gate/The Industry Centre To be responsible for provision of a holistic tenancy management service as directed by the Facilities Manager. Provide high-quality, customer and solution focused business support for all aspects of the Directorate and to play a key role in providing a professional front of house service for St. Peter s Gate, Industry Centre and Centre for Enterprise and Innovation. Successfully deliver a comprehensive range of business, sales, finance, purchase order, invoice, recharge, travel, record maintenance, and general business administration, including reception support services to ensure that the Directorate team and tenants receive an efficient, high quality and professional service. To deputise for the Facilities Manager in their absence, including attendance at meetings as required. Key Responsibilities and Accountabilities: Overview Of The Role The Enterprise and Innovation Directorate is being established as the focal point for activities that maximise the economic and social impact of the University of Sunderland. The Business Support Administrator will play a key role in developing and delivering these activities. A key focus will be around the effective sales and management of the tenancy space within St. Peters Gate, The Industry Centre and The Centre for Enterprise and Innovation. This will include supporting a portfolio of tenants through the application process and providing a personalised, professional point of contact for clients; conducting tenant viewings and ensure potential tenants have up to date and relevant information; deliver the process of tenancy contract management, including undertaking quarterly reviews and tenancy satisfaction surveys. The position will also be responsible for the support of the performance management systems, reporting and control processes and Directorate business support to ensure the successful delivery of revenue, cost and social impact targets. Although part of the Directorate, the candidate needs to be hardworking and a selfstarter, as the successful candidate may need to work autonomously when managing, organising and controlling daily operations in support of the Facilities Manager.

2 The candidate will have to work with colleagues from across the department and at an institutional level to enhance operational processes and integration. Develop strong relationships with both internal and external stakeholders to ensure excellent levels of service delivery. To provide a key role in ensuring the smooth running of Directorate properties through the successful delivery of building support services to the occupants and visitors. Responsibilities/key duties To take responsibility for providing a holistic tenancy management service to a portfolio of tenants To actively sell tenancy space within St. Peters Gate, The Industry Centre and The Centre for Enterprise and Innovation, following the appropriate procedures and completion of the associated paperwork. Keep up-to-date records of client enquiries and feedback to maximise the revenue generation of each of the properties. Actively manage Marketing portals, in conjunction with Facilities Manager, to develop leads and further improve enquiry feedback. Undertake data collection, analysis and reporting to support business decision making and monitor progress against KPI s. To support the physical infrastructure and facilities of each of the properties and be a key point of contact for all occupants and visitors to the building, responding to the customer with information, advice and support, including timely issue resolution, to provide excellent customer service and maximise revenue generation. Actively seek ways to improve the service, reduce costs, improve procedures and develop excellent service provision. To liaise with service providers to ensure all buildings operate effectively and obtain the best service and value for money for the Directorate. To input orders on the University Finance System (Oracle Financials) making appropriate charges against the cost codes within the Service, raising invoices and recharge requests for Directorate and to ensure accurate coding is used by the wider E&I team for finance purposes. Ensure I expenses and mileage claims are processed to meet the monthly deadlines and the necessary reconciliation and coding of credit card statements. Support in the booking of conferences and training courses for SMT and the wider team, any associated travel and accommodation arrangements and the subsequent submission of expense claims on their behalf. Deal with any query reports relating to credit cards entries, purchase orders, I expenses or travel bookings. Maintenance of the E&I records management system, including organisation of and access to information stored on the E&I shared network drives and the E&I systems and databases including data cleansing and updating. Working with the PA Executive Support providing administration, meeting coordination and diary management support. Any administrative support at meetings in the form of pre meeting co-ordination (booking meeting rooms, arranging refreshments / hospitality, circulation of minutes, agendas, assembling and circulating papers) and where necessary to liaise effectively with a range of administrators and PAs within the Services and Faculties to support the effective and timely organisation of meetings. To place stationery orders in consultation with the PA Executive support on behalf of the E&I team, ensuring that adequate but not excessive supplies of stock are always available. To assist in maintaining records on the H R CHRIS system and the accurate data input of annual leave, time off in lieu, study leave and flexi. To maintain an effective central filing system cross referencing both electronic and paper-based systems. To assist in room preparation for meetings, events and conferencing at buildings including SPG/TIC/CEI; provision of support for events and conference team as required. Provide service-wide support regarding finance related questions and IT.

3 Undertake any other duties, commensurate with the grade of the role, as required by the Facilities Manager. Special Circumstances: There may be a requirement to travel both within and outside the region.

4 University of Sunderland Role Profile Part 2 Part 2A: Essential and Desirable Criteria Essential Qualifications and Professional Memberships: NVQ Level 3 business administration or equivalent experience. English Language and Maths at GCSE Level (grade C or above) or equivalent. Proven experience of working in a demanding, customer oriented role in a complex office environment. An understanding of the value and challenges of delivering consistently high quality service to a wide variety of customers. Experience of producing high quality written reports and other forms of written outputs. Demonstrable record of good organisational skills. Demonstrable record of working as part of a team or independently. Ability to handle sensitive information with appropriate discretion. Knowledge and Experience: Excellent communication and interpersonal skills. Good negotiation skills and ability to reach consensus and reconcile potential issues. Proven IT skills within Microsoft Office packages including significant familiarity with the use of Excel. Proven ability to use initiative to plan ahead and solve problems. Attention to detail. Understanding of and commitment to continuous improvement. Desirable Qualifications and Professional Memberships: N/A Knowledge and Experience: Significant experience of working within a role requiring the use of initiative and the ability to work accurately under pressure in order to meet a variety of challenging deadlines. Experience of communicating to a wide range of audiences including giving presentations. Experience of developing and maintaining computerised and manual office systems including databases.

5 Experience of developing and changing processes to achieve and maintain high standards of customer service. Highly developed IT skills. Can use initiative and problem solving skills liaising with stakeholders as appropriate. Problem solving and decision making. High level numerical skills. Excellent written and verbal skills. Experience of dealing with a variety of people in different situations. Part 2B: Key Competencies Competencies are assessed at the interview/selection testing stage Communication Oral The role holder is required to, understand and convey straightforward information in a clear and accurate manner and the role holder is required to, understand and convey information which needs careful explanation or interpretation to help others understand, taking into account what to communicate and how best to convey the information to others. Written The role holder is required to, understand and convey straightforward information in a clear and accurate manner and the role holder is required to, understand and convey information which needs careful explanation or interpretation to help others understand, taking into account what to communicate and how best to convey the information to others. Sensory and Physical Demands The role holder is required to carry out tasks at a level which would require either learning certain methods or routines or involve moderate physical effort. Service Delivery The role holder is required to deal with internal or external contacts who ask for service or require information; create a positive image of the organisation by being responsive and prompt in responding to requests and referring the user to the right person if necessary; deliver service that is usually initiated by the customer, and typically involves routine tasks with set standards or procedures and it is an important requirement to deal with internal or external contacts where the service is usually initiated by the role holder, working within the organisation's overall procedures or policies OR proactively seek to explore and understand customers' needs; adapt the service accordingly to ensure the usefulness or appropriateness and quality of service (content, time, accuracy, level of information, cost). Planning and Organising Resources The role holder is required to plan, prioritise and organise their own work or resources to achieve agreed objectives. Analysis and Research The role holder is required to analyse routine data or information using predetermined procedures and gathering the information from standard sources; work accurately to complete the task precisely as specified. Decision Making Processes + Outcomes Take independent decisions is a requirement and has a minor impact. Be party to some collaborative decisions; work with others to reach an optimal conclusion is a requirement and has a minor impact. Provide advice or input to contribute to the decision-making of others is a requirement and has a minor impact. Date Completed: March 2016

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