1. home and garden

JOB INFORMATION PACK
DIRECTORATE:
HOUSING & COMMUNITY REGENERATION
SECTION:
SPECIALIST SERVICES
POST TITLE:
BUSINESS SUPPORT OFFICER
POST REF: 10409
1
VACANCY
Post Ref: 10409
Job Title: Business Support Officer – Specialist Services
37 Hours per week
Salary Grade 4, £17,463 to £20,072 per annum (permanent)
Ty Gwyn, Brunel Way, Baglan Energy Park SA11 2FP
We are looking to recruit a Business Support Officer who will be responsible for providing all
aspects of day to day business support to the Tenant Empowerment and Support Services teams
within the Specialist Services department.
This will include acting as a point of contact for queries and referrals from tenants, internal
colleagues, external agencies and others, compiling reports, managing new and existing referrals
to the support schemes, supporting people monthly returns, managing and monitoring KPI’s,
organising and managing meetings, e.g. setting agendas, compiling minutes.
The successful candidate will deal with a variety of work, via the telephone, letter, email and in
person with NPT Homes’ tenants, staff, contractors and suppliers on a daily basis. A good
understanding of the functions of NPT Homes as a Landlord would be beneficial.
The post is also required to support managers in carrying out day to day tasks as necessary.
The ability to speak Welsh is not essential for this post.
If you think you can meet the challenges and high standards we are looking for, we can offer you a
rewarding place to develop your career and an opportunity to give something back to the
community.
For an informal discussion for all the above post please contact
[email protected]
If you wish to apply, you can review the full Job Pack and submit an application form
to [email protected]
Closing Date 11.59 p.m. Thursday 4th June 2015
Short listing Date: 8th June 2015
Interview Date: week commencing 8th June 2015
2
Job Description
Title:
Grade:
Reporting to:
Responsible for:
Business Support Officer (Specialist Services)
Grade 4
Tenant Empowerment Team Leader
Providing business support to the Support Services
Team and the Tenant Empowerment Team within the
Specialist Services Section of NPT Homes
OVERALL OBJECTIVES
Job Summary
The post holder will be expected to provide comprehensive business support to the Support
Services Team and the Tenant Empowerment Team. This will include acting as a point of
contact for queries and referrals from tenants, internal colleagues, external agencies and
others.
The post holder will be responsible for compiling reports, managing new and existing
referrals to the support schemes, supporting people monthly returns, analysing statistics,
managing and monitoring KPI’s, maintaining and managing databases and record
keeping systems, organising and managing meetings, e.g. setting agendas, compiling
minutes.
Further to this will be the requirement to produce reports to Managers, Board and
external partners, such as the Local Authority and produce and present data in a range of
formats to monitor and promote service delivery and improvements.
Another aspect of the role will include engaging with tenants and working with the Tenant
Empowerment team to promote and support tenant involvement activities throughout the
organisation. Supporting the tenant empowerment officers to deliver tenant & resident
meetings, workshops, task & finish groups and recording the outcomes of these.
Main Duties
1. To take responsibility for the production, storing and compilation of information required by
internal colleagues and external agencies in accordance with their requirements, e.g.
Supporting People Programme Grant returns.
3
2. To work closely with the Support Services Team Leaders in respect of individual projects
e.g. delivery of Welsh Housing Quality Standard in Sheltered schemes.
3. To take ownership of the referral system in respect of Support Services, reviewing
procedures where appropriate.
4. To produce, maintain, record and analyse statistical information for reporting to managers in
a suitable format as required.
5. To be responsible for the quarterly collection and reporting of Key Performance Indicators
(KPIs)
6. To support the corporate priority project to meet the Welsh Government requirements to
rent de-pool by March 2016. This will include profiling existing tenants, registering receipt of
new tenancy agreements, chasing up unreturned tenancy agreements, compiling
consultation responses.
7. To co-ordinate and service meetings on behalf of the Support Teams and Tenant
Empowerment team. e.g. organising the meetings, taking and distributing the minutes, and
ensuring agreed actions are monitored and effectively communicated.
8. To assist the Support Services and the Tenant Empowerment teams to undertake research
where appropriate.
9. To take ownership of the manual and electronic filing systems, together with confidential
filing systems, ensuring the systems reflect the needs of the organisation.
10. Ensure the information regarding the Support Services/ Tenant Empowerment teams is
widely available to staff and tenants.
11. To be the first point of contact with tenants in regard to Support Services and Tenant
Empowerment queries.
12. To act as a ‘buddy’ contact for the Support Services/ Tenant Empowerment teams when no
other officer is available as per the Lone Working policy.
General Responsibilities
1. To undertake general duties required within the Section,
2. Be familiar with all administrative, financial and IT systems that impinge upon the building
service.
3. To ensure Health and Safety Policies are strictly adhered to.
4. To maintain confidentiality and adhere to Data Protection at all time.
5. To participate in training and other learning activities and performance development as
required
6. To adhere to an agreed dress code this may include a uniform.
7. To portray the values and behaviour of NPT Homes at all times, in line with our behaviour
framework
4
8. To undertake any other duty relevant to the grade and position including the provision of
short-term cover for holidays and other absences for colleagues of a similar grade and
position.
This is an outline description of the job as it presently exists. The job description will be
examined periodically and updated to ensure that it relates to the job being performed, or to
incorporate whatever changes are proposed by the Association. Any such changes will be
subject to consultation with the post-holder. It will be the Association’s aim to reach
agreement to reasonable change but, if agreement is not possible, the Association reserves
the right to insist on changes, following consultation.
5
Person Specification –
Business Support Officer (Specialist Services)
The purpose of this document is to enable you, as a candidate, to consider whether or not you
have the attributes which are required for appointment to this post. Please note that this document
indicates those attributes that are considered to be essential to undertake the duties and
responsibilities of this post and those that are merely desirable. If you do not possess any of the
attributes that are desirable, this does not mean that you will not be considered for interview or
subsequent appointment.
Requirements
Essential
Desirable
Evaluation
Qualifications
Experience in the use of Microsoft Office
programs, including Excel, Word and Outlook
Experience of dealing with public enquires of a
sensitive and difficult nature
Experience of producing and creating methods
of storing, presenting and compiling data.
Experience of providing high quality customer care
Interview/Application
Form/Reference

Interview/Application
Form/Reference
Interview/Application
Form/Reference
Interview/Application
Form/Reference



Skills and Abilities
Ability to communicate effectively verbally and in
writing with colleagues, tenants and external
agencies
Good understanding of the issues that
affect vulnerable people
Good understanding of the values of tenant
engagement
Possess good interpersonal skills

Interview/Application
Form
Interview/Application
Form
Interview/Application
Form/Reference
Interview/Application
Form/Reference
Interview/Application
Form/Reference
Interview/Application
Form

Interview/Application
Form



Ability to prioritise tasks and achieve deadlines

Be able to work as part of a team

Be able to develop, operate, monitor and
maintain systems for the effective management
of information
Ability to keep accurate records – manual
and computerised
Interview/Application
Form/Reference

6
Personal Attributes
Committed to improvement and development of
own performance
Committed to the principles of Best Practice
and Customer Care
Commitment to ensuring confidentiality on all
matters and good knowledge of the Data
Protection Act
Understanding and demonstrating a willingness
to promote positively the Equal Opportunities
Policy of NPT Homes
Able to empathise with tenants and their situation
Understanding and demonstrating a willingness
to promote positively the Health and Safety
Policy of NPT Homes
Be able to work with others to improve services to
NPT Homes tenants

Interview/Application
Form/Reference
Interview/Application
Form/Reference
Interview/Application
Form/Reference

Interview/Application
Form



Interview/Application
Form
Interview/Application
Form

Interview/Application
Form/Reference

7
What happens next?
If you are successful after interview stage, all appointments are conditional, subject to satisfactory
receipt of the following employment checks:
References
An appointment is subject to receipt of a minimum of one satisfactory reference. Wherever
possible, these should be from previous employers, if not then a formal education setting and the
referees should not be related to you.
Proof of identity documents Birth certificate/Passport which establish entitlement to work in the
UK. It is a requirement of the Immigration, Asylum and Nationality Act 2006 that you are required
to provide evidence that you are entitled to live or work within the United Kingdom. Therefore, you
will be required to provide documents to comply with your offer of employment.
Qualifications declared
You will be required to provide original certificates as proof of the qualifications declared on your
application form.
Medical clearance
Any offer of appointment is subject to medical clearance. You will be required to complete a Pre
Placement Occupational Health Questionnaire, but may also require a medical examination before
appointment can be confirmed.
It is essential that original documents are sighted by either the HR section or your line manager
(who will endorse copies for you) and then return to the HR section, where they will be retained on
file. However, if any of the above are found not satisfactory; your conditional offer of employment
may be withdrawn.
Probationary Period
All new employees appointed to this post or employees who are promoted to a higher graded post
will be subject to a six month probationary period.
Business Travel
You may at times use your own motor vehicle for use on official journeys for which you will be
reimbursed for any expenditure necessarily incurred in order to do your job when working away
from your normal place of work. It is your responsibility to ensure that you have appropriate
Business Insurance in order to claim expenses.
Schedule 1 - If you are related to any current or former: member of staff, Board member or
contractor/consultant of NPT Homes you must declare this on your application form.
If you consider applying for this vacancy, ensure you download and read the guidance notes that
are available on our web page in order to help you complete your application form.
If you have any queries relating to this job, please contact Human Resources on 01639
505852/53
8