Customer Services Officer. Customer Services & Property Supervisor. Finance & Administration Manager. Customer Services & Property Supervisor

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1 POSITION DESCRIPTION Job Title: Responsible To: Position Purpose: & Property Supervisor This job exists to: provide efficient and effective Customer Services for the Council as part of the Team and to provide support for the Finance and Administration Manager. Date: March 2014 Organisation Context: Finance & Administration Manager & Property Supervisor (Records) Important Functional Relationships: External All Ratepayers and Residents of the District All visitors Contractors Solicitors Internal Finance and Administration Manager Managers and all Staff Committees/Groups Elected Members Community Groups

2 Key Result Areas: The position of encompasses the following functions or Key Result Areas: Rotation 1 Rotation 2 Rotation 3 Word Processing & Document Management Support Services The requirements in the above Key Result Areas are broadly identified below: Jobholder is accountable for Jobholder is successful when 1 Customer Service Telephone and counter enquires are responded to in a prompt, efficient and friendly manner. A professional, efficient, friendly, courteous, and timely image is displayed at all times Council information requests are dealt with promptly. Service Requests are generated to start an audit trail All monies received over the counter are receipted Telephones are answered within six rings Customer leave Council satisfied they have been dealt with professionally, listened to and all necessary help given to them No complaints received Services Request are accurately distributed and sent out within one hour of receiving Monies receipted correctly and correct fees collected with minimal errors and cancelled receipts Dog registrations processed Registration information and fees collected are correct Building and Resource Consents are received and processed Building & Resource Consents are processed correctly and timely Rates Rebates are processed Processed applications meet requirements of Rate Rebate Act Procedure Manual Kept up to date Counter and Reception area Areas always kept clean and tidy Support team members Team members feel supported Faxes are received, given an identifiable title and distribute to appropriate staff Faxes dealt with in a timely manner and received by appropriate staff Street stalls, raffle and Village Green bookings Ensure no double bookings Special projects Assist as required Civil Defence activities are to be participated in Assist as required when requested 2 Rotation 1 1 st Counter response Greeted warmly and in a timely manner Inward/Outward Courier deliveries are administered All inward Couriers are opened and dealt with appropriately. Outward Couriers phoned Outward mail is ready for Courier Ensure mail is ready for pick-up at 4.15 Waitomo News delivered to staff on list Appropriate staff receive Waitomo News New and replacement name badges, business Staff receive name badges and business cards in

3 cards are ordered as requested or when required Keys are only issued to authorised persons. Key register accurate and cupboard tidy Council form files are maintained and kept in a tidy manner Incoming mail is scanned, imported and registered Registered mail is to be separated into destruction date cartons, bar-coded and added to Crown Spreadsheet. a timely manner, with no errors. Councillors receive name badges following elections Keys register is maintained with accuracy and all keys accounted for Council Form Files never to be empty. Updated as required Mail registered correctly & tasked to relevant staff by am daily Ensure mail cartons are ready for Crown dispatch with spreadsheet completed and cartons barcodes Mail cheques & Library banking Receipted correctly to ensure banking balances Overdue Service Request reports run monthly for departments Distribute report to supervisor as part of month end Noise Control complaints input As per noise control advise LIMS are created and processed as required LIMS processed in a timely manner & accurate LIM manual Manual is kept up to date Maintain photocopier room in a clean & tidy manner Ensure no clutter in photocopier room and sufficient paper Settle Eftpos daily Settled to ensure banking can balance Stationary cupboard and mail desk Organised and stocked. No clutter Vault Free from clutter and maintained in a clean and tidy manner. 3 Rotation 2 1 st Telephone response Telephone calls to be answered within six rings Update Staff & contacts phone list Ensure current phone lists are correct Call Centre information held at Knowledge base is current and correct. Call centre notified with any changes to staff or services that may affect them. Call Centre manual is current and correct Manual is kept up to date Weekly Civil Defence call is responded to Ensure Hamilton receive a response as required Mail & Post-dated cheques Receipted correctly to ensure banking balances Incoming mail is scanned, imported and registered Registered mail is to be separated into destruction date cartons, bar-coded and added to Crown Spreadsheet. Maintain photocopier room in a clean & tidy manner Mail registered correctly & tasked to relevant staff by am daily Ensure mail cartons are ready for Crown dispatch with spreadsheet completed and cartons barcodes Ensure no clutter in photocopier room and sufficient paper LIMS are created and processed as required LIMS processed in a timely manner & accurate LIM manual is kept up to date Manual is kept up to date Cemetery queries Correct information given 4. Rotation 3 Process Knowledge base s daily Services Requested with correct details Info s Forwarded to relevant staff member/s Dog registrations processed Ensure correct registration paid and completed Dog Control administration Ensure correspondence correct and within Act Registration and Penalty run processed Correct fees and administered within timeframes Dog infringements are issued and unpaid infringements lodged with the Court Infringements are processed accurately and in a timely manner National Dog Database is overseen Ensure records are accurate Dog Manual Ensure manual is current

4 5 Word Processing & Document Management Word processing/dictaphone typing eg letters, memos, reports, etc as required Provide Support for Electronic Document Records Management system (EDRMS) - Back up to (Records) Work is returned to author within specified timeframe, accurate and as specified Answer general questions and help train staff if required Council s EDRMS Key User Group membership Be competent in Council s EDRMS Note The above performance standards are provided as a guide only. The precise performance measures for this position will need further discussion between the jobholder and manager as part of the performance management process. Our Vision 'To be the best small rural Council in NZ' Our Values Targeting excellence Supporting each other Working with integrity Providing friendly service Encouraging individual growth Recognising achievement Enabling positive things

5 Person Specification: Knowledge/Experience Proven customer service and cash handling experience Knowledge of local Community and District Awareness of purpose of a local authority Basic accounting skills Excellent computer competency. Knowledge of an electronic document management system an advantage Key Job Competencies Excellent telephone manner Excellent interpersonal & communication skills Accuracy and attention to detail Excellent problem solving skills Ability to priorities tasks and achieve goals and work in a rapidly changing environment Be a team player Be well presented Be punctual Ability to work unsupervised Manager Date Position Holder Date