Standards and Development Officer
Service: Administration and Legal
Grade scale: Grade 3 level 4
Reports to: Licensing and Registration Co-Ordinator
Purpose of the job
To enhance customer care and support the Licensing and Registration Service.
Key tasks and responsibilities
To ensure the introduction and implementation of new initiatives and legislation/legislative changes throughout licensing and registration services.
To deliver all services related to the licensing and registration service and the registration of births, deaths and marriages to comply with statutes and regulations issued by the Registrar General for Scotland in the absence of the Co-Ordinator or Legal Services Manager.
To devise, implement and monitor an IT strategy for licensing and registration services.
To draw up, evaluate, maintain and review training schedules for all members of staff, licensing board members, and committee members (both Licensing and education) and carry out training when required.
To ensure training schedules are implemented and carry out regular evaluation of the same.
To draft, implement and monitor the service plan.
To monitor expenditure and budget income on an ongoing basis.
To bring any discrepancy to the attention of the Legal Services Manager as well as explaining the reason for such discrepancy.
To draft, implement and monitor the fraud Strategy for the section, liaise with internal audit, if necessary, and ensure sufficient checks and balances are in place to ensure that the fraud strategy is properly implemented.
To ensure allocation of sufficient staff to all tasks.
To carry out appraisal meetings and ensure that any such training sessions, as mentioned above, are in accordance with the appropriate appraisal.
To introduce, monitor and collate information and report on performance indicators.
To liaise with customers in relation to complaints. Introduce, monitor and collate information and report on complaints ensuring that internal systems do not conflict with corporate standards.
To ensure smooth operation of all focus groups.
To monitor trends of absence statistics and identify areas of concern.
To ensure the council’s commitment to continuous improvement is carried out.
To ensure health and safety and disability legislation is complied with and highlight any discrepancies/concerns.
To ensure website continually updated in respect of the licensing and registration service.
To act as an emergency contact for out of hours registrations.
Person specification
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Criteria |
Essential |
Desirable |
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Education, qualification and training |
Education to national 5 grade or equivalent qualification |
Paralegal qualification Certificate of proficiency in the law and practice of registration in Scotland |
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Skills, knowledge and experience |
Demonstrate knowledge of licensing and registration function and legislation Demonstrates effective written and verbal communication skills, including the ability to present ideas clearly Demonstrate the ability to monitor compliance with agreed procedures and provide advice and guidance to staff Highly proficient in the use of Microsoft Office applications, including Word, Excel, and Outlook, with the ability to produce high-quality documents, manage data effectively, and communicate professionally. Ability to build positive relationships with customers by delivering a professional, responsive, and customer-focused service. Strong interpersonal and communication skills, with the ability to handle enquiries effectively and provide clear, helpful support. High level of planning, organisational and time management skills, with the ability to manage competing priorities and deliver results against agreed timescales and deadlines Demonstrate effective attention to detail, with the ability to produce accurate and consistent work |
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Personal qualities |
Highly motivated, reliable and dependable with a positive and proactive approach to work To work in a flexible, adaptable manner and to always act with discretion and tact |
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Other |
To demonstrate behaviours consistent with honesty and openness: treating people consistently, fairly and with respect |
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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 present or most recent employer; Internal candidates require 1 reference from 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
- Use initiative and drive to improve and develop systems and processes to increase efficiency achieving better outcomes in service delivery.
- Suggests ways to improve how others organise their own work.
- As a manager or professional/expert you actively seek solutions to deliver improvements and involves others in the development of solutions and improvements.
- Agrees SMART objectives for both team and individual employees reviewing progress to achieve successful outcomes.
- Manage budgets with no overspends and applying the council’s financial policies and procedures.
- Ensures sustainability and environmental awareness practices are being implemented and that they inform the development of new projects/initiatives.
Flexible
- Anticipates and responds flexibly to changing priorities and modifies practice to meet changing environment.
- Identifies and implements new ways of working.
- Supports individuals and team at times of both organisational and personal change making appropriate adjustments to accommodate individual needs where required.
- Expresses a positive approach to change and promotes the benefits of change to team and colleagues.
- Actively listens to customer feedback and takes action to improve customer experience.
Performing
- Use professional expertise and knowledge to ensure the council is leading best practice to improve outcomes.
- Ensure that the council is meeting it’s legislative and statutory requirements by keeping abreast of new initiatives and legislation.
- Evaluates and reviews the impact of service improvements from the customers perspective.
- Identifies trends and creates solutions.
- Ensuring that health and safety practices, policies and procedures are applied keeping employees and customers safe and minimising workplace accidents and injuries.
- Implements the council’s maximising attendance policy and procedure ensuring action is taken and recorded on people connect.
- Considers risk in the context of service development and delivery.
Working with others
- Promotes a positive team environment with good morale.
- Works with other teams and colleagues internally and externally, developing relationships and sharing knowledge, ideas and expertise to achieve outcomes.
- Provide objective and constructive advice and support if tensions arise.
- Shares knowledge with internal and external colleagues to achieve common objectives.
- Giving praise and recognition for good work.
- Use professional identity and expert knowledge to work across disciplines breaking down professional barriers to improve outcomes for individuals and communities.
- Encourages colleagues to consider different perspectives in their work.
- Adapts communication to encourage desired behaviour.
Leading
- Understands what needs to be achieved and ensures that this is communicated to team members.
- Expresses positive expectations of others to support their development.
- Recognise individual and team achievements thanking and praising others.
- Maintain a positive approach and motivate team when things go wrong, or demands are high.
- You identify talent and provide opportunities for those individuals who wish to progress or learn new skills.
- Takes responsibility for personal and team development needs taking account of learning styles and available learning/training methods of delivery.
- Uses professional judgement/expert knowledge to make informed decisions.