Waste Management Business Support Assistant

Our client a large public sector organisation requires a Waste Management Business Support Assistant to join their team in Antrim

Role: Waste Management Business Support Assistant

Rate of Pay: £14.17ph

Location: Antrim

Hours: 22 hours

Duration: End of January 2025

Main duties/Responsibilities:

• To provide a comprehensive customer care and administrative service as part of the Business Support Team including Waste Management, Fleet, Waste Operations and Sustainability.
• Provide a high level of internal and external customer service including taking ownership of customer queries and following issues through to completion.
• Demonstrate a team approach to achieving the objectives of the Waste Management Department through full flexibility in relation to tasks undertaken and demonstrate the ability to carry out multiple tasks at one time.

1. Assume the primary point of contact for all waste enquiries and complaints from the general public through the call hub which would include:

• Answering queries, reporting issues and taking payments
• Adding new customers to internal systems
• Assisting customers with bulky collection requests

2. Provide face to face services to the general public who request Waste Services at the main reception desk
3. Deal courteously and effectively with Emails, Livechat and Social Media requests from Members of the public, commercial customers, Elected Members, Stakeholders and external agencies including NIHE, Linergy, Roads Service, DEARA.
4. Collaborate and effectively communicate with our Contracted Services Suppliers to ensure the smooth running of all household bin collections and escalate to Line Managers any issues which may need escalated, in a timely manner.
5. Communicate with Media to ensure social media is kept up to date for Householders and Elected Members on any operational changes which may affect them.
6. Deal with all customer contacts within the section in accordance with the Council's Charter for Customers. Aim to exceed customer expectations and resolve wherever possible, customer contact to conclusion without referring the customer to other staff and advise customer of outcome.
7. Provide comprehensive business support for all aspects of the Waste Management team and senior management ensuring all databases are regularly updated to include data entry, word processing, financial recording, updating of spreadsheets and mail shots.
8. Undertake detailed administrative duties for additional Operations processes including:

• Compiling Fleet Utilisation and monthly budget reports
• Inputting Household Recycling Centre Maintenance expenditure costs
• Providing administrative services to the Operations Managers and senior management
• Invoicing and Data checks

9. Carry out all financial procedures of the department including receiving payments from customers, processing these and completing reconciliation and daily reports to the finance department. This requires competency and accuracy in the use of:

• GOV Pay
• Te-Leisure

10. Assist with the organisation and administration of events when required, e.g. room bookings, mail shots and catering arrangements.
11. Efficiently maintain records and statutory data to facilitate reporting and the retrieval of documents. Provide information from records when required to assist officers with reports, or queries such as Freedom of Information requests.
12. Provide information as requested to customers, contractors and other departments including updating and managing customer profiles, collating and gathering relevant data to provide detailed responses and providing technical support to customers on the GOSS/website issues
13. Ensure the presentational quality of outgoing correspondence is in line with corporate communication standards.
14. Process and maintain information on various specialised Council bespoke databases producing regular and requested reports and statistics from various systems including:

• GOSS system
• Route Sheets
• Additional Capacity Waste Database
• Assisted Lift Database
• Commercial Route sheets
• Booking system for Household Recycling Centres

15. Record and update data from Waste Dockets onto the Waste Data Flow database to ensure that regulatory reporting information is kept up to date and available when required.
16. File and record data from paid invoices onto the annual requisition database for auditing and budget review.
17. Participate in training and development initiatives in line with Council policies and guidelines.
18. Undertake any other duties as allocated by the Line Manager in relation to the needs of the Department.
19. To be available from time to time to carry out duties outside of normal office hours and in addition to basic contracted hours. Such additional hours will be remunerated in line with Council's approved policies at the time.

Essential Criteria:

• Minimum 5 GCSE's (Grades A-C) to include English Language and Maths or equivalent
• A minimum of 2 years' administrative or clerical experience including minute taking. Experience in a customer service role to include direct customer contact (by phone and in person) and responsibility for dealing with customer complaints and queries

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Christine Thompson will be in contact to confirm if you have been shortlisted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.