JOB DESCRIPTION JOB TITLE: TECHNICAL SUPPORT TEAM: DATA SERVICES / TECHNICAL SUPPORT REPORTS TO TECHNICAL SUPPORT TEAM LEADER GRADE: £24,693 - £26,693pa LOCATION: COVENTRY JOB PURPOSE 1. To provide first line support to customers and HouseMark staff on live benchmarking and other data services. 2. To contribute to the production of high quality and accurate benchmarking and other data reports to deadline. 3. To maintain a customer liaison programme, ensuring customer intelligence databases are kept up to date at all times. JOB TASKS 1. Provide first line support to customers and HouseMark staff for IT support requests relating to live benchmarking and other data products 2. Provide first point of contact for enquires to the data services helpline and inbox, including providing advice on the following areas:      Provision of detailed product information about any live benchmarking and other data products Advise on cost and performance measures included in our live data products Assist with guidance on definitions Advise on navigating any of the live benchmarking and data systems and associated tools Acknowledge receipt of submitted data, asking for supporting documents and referring on for validation 3. Production of validation or Quality Assurance documents as required 4. Maintain automated quality assurance checks within quarterly products and carry out preliminary data quality checks as appropriate 5. Create and amend standard report templates and upload to relevant system 6. Maintain and update IT systems and databases used for recording and monitoring live benchmarking activities, resources, projects and other data-related services 7. Contribute to the production of benchmarking and other data reports by ensuring accuracy, quality and timeliness 8. Maintain a programme of customer liaison with subscribers, maximising data entry levels whilst ensuring that a customer contact history is maintained 9. Provide support to the TSTL in facilitating the allocation of workload amongst inhouse staff and associates in order to meet business priorities. Assist where necessary by liaising with customers to ascertain when data will be submitted and arranging support visits. 10. Comply with the company’s health and safety policy and procedures and take reasonable care, to the best of your individual knowledge and ability, to avoid injury to yourself and to others by acts or omissions in your work. 11. Undertake any other duties that may, from time to time, be reasonably required. Signature: Date: February 2015 Technical Support QUALIFICATIONS Educated to A level, BTEC, HNC standard or similar AAT qualification RSA II word processing or IT skills Current valid driving licence Essential Desirable Desirable Desirable EXPERIENCE Minimum 3 years’ experience of office administration Experience of working in a customer service environment Essential Essential COMPETENCIES Working relations Able to maintain a good working relationship with team members based on mutual trust and respect Maintains discretion in the handling of confidential or sensitive information Communication Excellent oral and written communication skills, communicates effectively with colleagues, associates, customers and representatives of other organisations including staff at very senior levels Good writing skills, accurate spelling and correct use of grammar and punctuation. Has a high standard of accuracy, presentation and an eye for detail Analysis Numerate and confident working with numbers and data IT Highly competent in Microsoft Word, Excel and PowerPoint. Highly competent in using and managing electronic diary systems Highly competent user of customer database systems Highly competent user of the Internet Customer focus Commitment to delivering a high standard of customer service by identifying and responding to customer needs Confident and customer focused telephone manner Project management Ability to work to project plans and meet target stages and deadlines Has strong organisational skills and manages conflicting and competing priorities effectively Committed team player and capable of collaborative matrix working across teams to meet corporate objectives Self-management Self starter and ability to work with minimal instruction and supervision, but knows when to ask for guidance and support Takes responsibility for meeting own learning and development needs. Quick and willing learner Personal Assertive and confident Is pro-active with a can-do attitude and initiative Has a flexible and adaptable approach to work, is a willing allrounder Able to cope well under pressure when faced with challenges, obstacles and setbacks Integrating equalities Understands people’s commonalities and differences and helps create a healthy, inclusive environment where all people feel welcomed, included, and respected so they can contribute their best work.