JOB DESCRIPTION Job Title: Area Registration Manager Directorate: Economy, Transport and Environment Service: Infrastructure, Management and Operations Reports to: Registration Service Manager Grade: MB1 Location: Cambridgeshire Register Office or Shire Hall, Cambridge (City) Hours: 37 Job Purpose: To manage the effective and efficient delivery of all registration and ceremony services within the area, ensuring services delivered reflect value for money whilst maintaining a high level of customer satisfaction. To recruit, train, motivate, manage and performance manage the staff team, ensuring that regular supervisions, training, and appraisals take place in a timely manner. To ensure all relevant duties are carried out as required according to national and local legislation, guidance and procedures, including associated administrative and accounting procedures. To ensure the effective management of property and resources including the presentation, maintenance, health and safety and security of registration offices within the district. To undertake designated geographical and service wide management responsibilities. Principal Accountabilities 1. People Management Manage the recruitment, training, performance, development, motivation, supervision and appraisal of registration and ceremony staff, in line with CCC policies and procedures. Monitor and maintain quality standards and develop the range of skills required by the team, to ensure maximum flexibility and maintain teams capable of delivering services that meet all requirements. Plan, organise and manage the deployment of staffing resources to ensure efficient and effective, customer focused services that meet advertised service levels. Ensure that the team includes an appropriate balance of hours, skills and capabilities to meet office requirements, proposing solutions to issues as required. Pro-actively manage absence within the team, including being on-call in the event of sickness or as otherwise required. Manage effective communication across the team and work with the other Area Registration Managers as a team to ensure good communication and consistency across the service. Provide positive leadership and motivation to staff, helping them to achieve high standards and a high level of customer service. Help to create a positive and forward looking culture, challenge poor or unacceptable practice and encourage staff to strive for excellence. Plan, co-ordinate and provide training for new staff and additional training to meet identified need as required. 2. Operational Management Manage the day-to-day delivery of all customer services within geographical area of responsibility, in
accordance with local and national requirements, policies, procedures and standards. Ensure that weekday and weekend staff rotas are planned and managed to deliver customer services as advertised to the public, meeting performance standards and in accordance with statutory requirements, maintaining a high level of customer satisfaction Ensure that all statutory functions such as registrations, ceremonies, quarterly copies, register management and certificate production are carried out in an efficient, effective and accurate manner and in accordance with legal requirements. Manage the delivery of marriages, civil partnerships, and naming and renewal ceremonies Plan, manage, monitor and review all operational service routines, in order to deliver an efficient and effective service, ensuring an excellent customer experience, whilst minimising cost. Ensure that all CCC policies and procedures are effectively applied and business continuity plans followed. Seek to maximise income generation within the Area managed in order to meet / exceed income targets. Contribute to the planning and development of standard county-wide processes, designed to improve service delivery and introduce efficiencies, and ensure they are effectively implemented and operated locally to meet service and customer needs. 3. Finance and Statutory responsibilities Ensure that all finance matters within the Registration Service comply with financial regulations and Internal Audit procedures. Ensure all staff operate within financial, contracting, administrative procedures and practices with an awareness of agreed budgets. Take responsibility for the monitoring and control of local budgets, and contribute to the budget and service plan. Collect, record and account for cash, cheque, card and on-line payments from the public, and arrange the secure storage and banking of fees in accordance with Council requirements. Ensure that staff claims for hours worked and travel expenses are completed, checked and approved in accordance with county procedures Ensure that an appropriately trained member of staff follows due process to check and submit all quarterly copies and returns to GRO, as well as any other legally provided reports and statistics to others. 4. Quality Assurance Ensure the assessment of professional and customer care skills of all staff through regular inspection and provision of appropriate coaching and mentoring to individual staff. Through the inspection process provide formal input to appraisals. Monitor the condition and presentation of register / registration office premises and ensure their fitness for the purpose for providing accessible, welcoming, healthy and secure environments for customers and staff. Ensure risk assessments are undertaken and appropriate follow up actions are carried out. Manage the inspection of venues that have applied for a new or renewed license to host civil ceremonies, and recommend to the Proper Officer representative whether approval should be granted.
Review feedback on approved premises quality and adherence to license conditions and propose any required remedial action to approved venue managers/management team. 5. Registration Maintain current knowledge of relevant laws and procedures Oversee the provision of advice and information on all aspects of service delivery to members of the public face to face, by telephone or by email. Deputise for the RSM as required, for example at county and regional meetings. Area Registration Managers will also hold the statutory post of Registrar of Births and Deaths, Registrar of Marriages. As such, they have the additional accountability to: o Ensure that statutory functions such as register management and stock management are carried out in accordance with legal requirements. 6. Planning and Development Advise and support the RSM to plan, finance, implement and monitor the Registration Service Plan. Take responsibility for ensuring that targets and objectives of the team are met and regularly reported to the Management Team and the Council as a whole, as appropriate. As a member of the Service Management Team, assist in setting the strategic vision for the service. Develop and manage project based activities including training initiatives, marketing and promotion to generate additional income, together with taking responsibility for managing statutory and non statutory changes to the Service.
PERSON SPECIFICATION Job Title: Area Registration Manager Directorate: Economy, Transport and Environment Service: Infrastructure, Management and Operations Reports to: Registration Service Manager Grade: MB1 Location: Cambridgeshire Register Office or Shire Hall, Cambridge (City) Hours: 37 The following criteria are appropriate for this post. You must meet the majority of the essential criteria in order to be shortlisted for the post and it would be advantageous if you meet the desirable criteria. Education, Qualifications & Training Key Skill Level 4: Bachelor s degree; HNC; HND NVQ level 4 or equivalent; including professional qualification. RG Certificate in Registration Practice or equivalent experience. Desirable: Management qualification (NVQ level 4 BTEC HNC) or similar work based experience. Knowledge & Experience Customer Service - Confident understanding and practical experience of dealing with the general public in a customer service environment Written and Spoken English - Excellent command of written and spoken English Equality and Diversity - Ability to demonstrate awareness/understanding of equal opportunities and other people s behaviour, physical, social and welfare needs. Ability to communicate positively with people from a range of backgrounds. Clear understanding of the needs and circumstances of disadvantaged communities. IT Skills - Confident user of computers, databases and office software, including Internet Explorer and Microsoft Office Financial Accounting - Understanding of the principles and practice of accounting for and reconciling cash, credit card and other sources of income, and associated banking procedures. Ability to manage and monitor budgets. Registration Law and Practice - A broad and deep applied knowledge of all aspects of registration law and practice, reinforced by extensive practice in delivery of registration services Public Speaking - Experienced public speaker, able to demonstrate a calm confident delivery and the ability to be authoritative, and articulate in addressing large groups of people. Registration Modernisation - Knowledge of the registration modernisation agenda, its strategic objectives and the practical implementation issues to be addressed People Management - Confident in conducting appraisals, motivating individuals, providing positive and constructive feedback, and building and maintaining effective teamwork Operational Issues - Detailed understanding of the practical operation of registration business processes, and the ability to exercise judgement in whether to make a quick local decision or refer an issue to management Desirable: Mentoring Skills - Confident understanding and practical experience of mentoring less experienced colleagues
Skills & Attributes Respect for others (level 3) - Tells the truth even where there is a cost associated with this because it is the right thing to do, acts with integrity even when this is difficult Self-confidence (level 3) - Remains calm and even-tempered, demonstrates assertiveness rather than aggressiveness when responding to challenging situations Teamwork and Co-operation (level 4) - Empowers the team, praises when job is well done, fosters cross team-working Customer Focus (level 3) - Takes action to exceed the customer s expectations, provides inclusive services that recognise and include diversity & equality requirements Planning and Organising (level 2) - Identifies important results needed to achieve on a week-by-week basis, asks for additional resource to get important things done Problem Solving and Decision Making (level 2) - Seeks out relevant information and consults others where necessary, pre-empts and anticipates problems based on knowledge/experience Striving for Excellence (level 2) - Looks for ways to improve Council performance. Asks, how can this be done better? ; provides solutions not problems Initiative (level 2) - Thinks or acts beyond current requirements such as how a job can be done better, faster etc Effective Communication (level 3) - Adapts communication style and frames messages to suit different audiences, identifies those who need to be informed and consulted Partnership Working (level 3) - Builds a rapport with people outside the team in order to deliver services jointly Negotiating and Influencing (level 2) - Thinks through what needs to be communicated and does so in a logical manner; Understands the need to adopt different approaches within different groups (e.g. staff, members) Organisational and Political Awareness (level 1) - Understands the Council s political agenda and priorities Coaching and developing others (level 2) - Makes time to practically support employees who may feel vulnerable Leading change (level 1) - Is willing to accept and implement new approaches to work with enthusiasm Cambridgeshire Behaviours Working together - You work with others to reach a common goal, tackling objectives innovatively and with particular regard for shared objectives. Proactively, you share information and search out expertise from relevant partners and/or the communities we serve. You think creatively about opportunities to work together, building rapport. You Deliver results across team and organisational boundaries. Integrity - You carry out your duties openly, fairly and honestly and demonstrate reliability and transparency at all times. You are an active listener and communicator and strive to work in a say what you do, do what you say ethic in delivering what you promise, taking responsibility for your actions. You focus on outcomes and are self-motivated. You are able to think and plan strategically to deliver services that are based on colleague and customer feedback and input, with decisions being made openly and transparently. Respect - You are aware of your impact on others and public resources. You identify and consistently demonstrate a commitment to working for everyone in our communities, promoting the value of diversity and opportunities for all. This extends to your use of resources, minimising harm to our climate, and our natural and built surroundings. You identify areas for improvement to meet the diverse needs of customers and colleagues. You challenge poor use of built and natural resources, delivering improvements. Excellence - With enthusiasm, you work to meet personal, organisational and customer expectations. You pursue a can-do attitude in all of the work you deliver, ensuring it meets the needs of all current and potential customers. You consistently review current practice both in the work I do and in the work of your team. You identify and deliver best practice.
Special Requirements Travel - Ability to travel independently throughout the county Personal Presentation - Smart professional appearance and confident manner Interpersonal Skills - Awareness and sensitivity of the needs and feelings of others Flexibility - Willingness to operate outside normal office hours. PLEASE NOTE: The following individuals are disqualified from appointment to any Registration Officer post, so should not apply: an un-discharged bankrupt and/or a person to whom a moratorium period under a Debt Relief Order applies, or who is the subject of a debt relief restrictions order or an interim debt relief restrictions order; a person who is, or has been during the 12 months preceding the date on which the appointment is to take effect, a member of the council or of a committee of the council having duties in relation to the appointment of registration officers; an officer or servant, other than the clerk or deputy clerk, of a local authority employed by them in the performance of duties relating to their functions as a burial authority; a person holding office as an authorised person, secretary (for marriages) of a synagogue or registering officer of the Society of Friends; a minister of religion, a medical practitioner, a midwife, an undertaker or other person concerned in a burial or cremation business, a person engaged in any business concerned with life insurance, or a person engaged in any other calling which would conflict with or prevent the proper performance in person of the duties of the office for which he is a candidate; as superintendent registrar, if a registrar; as registrar, if a superintendent registrar or a coroner.