Social Work Resources job profiles

Administration Assistant (Complaints and enquiries)

Service: Performance and Support Services
Grade scale: Grade 2 level 1
Reports to: Administration Officer, Performance, Governance and Planning

Purpose of the job

To provide an efficient, effective and comprehensive administrative service within a small team which is responsible for planning, monitoring and controlling the workflow of complaints, elected member and general enquiries within Social Work Resources.

Key tasks and responsibilities

To Monitor and action emails and to log and allocate complaints, elected member and general enquiries and maintain the progress spreadsheet.

To progress chase outstanding complaints, elected member and general enquiries.

Liaise with local offices and senior managers to ensure accurate information is received for responses.

Liaise with service users as and when required.

Formatting and sense checking responses.

Lead on the Restricted Access Process and action any requests.

Provide guidance to local offices in relation to complaints, elected member and general enquiries and restricted access process.

Provide assistance when required in relation the FOISA and DPA requests.

To have knowledge of and to keep up to date with social work complaints and enquiries, practice and guidance.

Process sensitive and confidential information and assist in the preparation of statistical information.

Person specification

Criteria	Essential	Desirable
Education, qualification and training	Good standard of education	Recognised SLC training
Skills, knowledge and experience	Knowledge of complaints procedure Able to use IT systems to achieve best outcomes Good communication skills, both written and verbal	Good IT skills with knowledge and experience of IT systems such as SWiSplus, Liquidlogic, Objective and MS Office Experience of working within Health and Social Care Partnership
Personal qualities	Good communication skills Self-motivated and able to work to a high standard with minimal supervision To work in a flexible, adaptable manner and to always act with discretion and tact Identify trends and create solutions Attention to detail Ability to prioritise workload, deliver results against agreed timescales and achieve deadlines Punctual	Displays and enables leadership through sharing knowledge and skills.
Other	Inclusive and supportive team player

Safer recruitment checks

As part of our approach to good practice and safer recruitment we carry out a number of pre-employment checks:

Asylum and Immigration right to work in the UK.
Reference check: external candidates require 2 references, one of which must be from their present or most recent employer; Internal candidates require 1 reference from their current line manager.
Candidate Disclosure Scotland check, where applicable.

Behaviour framework

The council’s behaviour framework is a set of core behaviours that defines how employees approach work to enable the delivery of key tasks for the role. The expected behaviours for this role are:

Efficient

Punctual and conscientious in your approach to work.
Use council resources efficiently, avoiding waste and unnecessary expense.
Identify inefficiency in processes and communicate this to your manager.
Meet deadlines and targets in your day-to-day work.
Understand the impact of wasteful behaviours on the environment and you act to minimise this impact.
Use initiative and drive to improve and develop systems and processes to increase efficiency achieving better outcomes in service deliver.

Flexible

Willing to learn new tasks and accept new ways of working.
Willing to be flexible in your approach to work to meet changing service delivery needs, deadlines, and urgent priorities.
Help team members when they have urgent deadlines and prioritise your work accordingly.
Understand the need for change and are open to this across your working life.
Anticipates and responds flexibly to changing priorities and modifies practice to meet changing environment.
Actively listens to customer feedback and takes action to improve customer experience.

Performing

Is polite, professional and friendly to customers and apply customer care standards and attitudes at all times.
Works safely to maintain the safety of yourself and other raising concerns about unsafe working practices.
Meets standards of work required in your role in terms of quality and output.
Uses initiative to solve problems and raise potential issues.
Acknowledges when mistakes are made and learns from them.
Seeks feedback on your performance to learn and improve.
Ensure that the Council is meeting its legislative and statutory requirements by keeping abreast of new initiatives and legislation.

Working with others

Works alongside internal and external colleagues to meet common objectives.
Has professional relationships with colleagues and is aware of dignity at work standards.
Actively and respectfully listens to people in order to understand them and their views.
Contributes appropriately in team and other meetings and discussions.
Presents words and views clearly in a way that other people find meaningful.
Respect diversity and promote equality of opportunity when working with colleagues and members of the public.
Request professional and expert knowledge to improve outcomes for individuals and communities.

Leading

Role models the standards of behaviours expected of a South Lanarkshire Council employee
Displays and enables leadership through sharing knowledge and skills, seeking guidance and providing support to your colleagues, team and the wider community.
Is aware of and adheres to professional codes of practice and the council’s code of conduct and understand how these impact on employment with the council and public perception of council employees.