SVP Job Description
JOB TITLE: Office Support Administrator Job Holder: REPORTS TO: National Secretary
LOCATION: National Office DEPARTMENT:
DATE OF JOB DESCRIPTION: August 2015 1. PURPOSE OF THE JOB
- To provide an efficient level of reception, facilities and administrative service for National Office (including Shared Services) with an approach of regular review and practical suggestions and actions where applicable for improvement of practices and procedures within the remit of the job description for the benefit of the Society and customers of this role;
- To work collaboratively with Member Support Administrator on the areas of joint responsibility as outlined in the job descriptions;
- To provide cover for the role of Member Support Administrator during periods of leave and support at other times as may be required and assigned by line management.
2. ENVIRONMENT OF THE JOB
The SVP is a large, national, voluntary organisation with extensive experience of working with a diverse range of people who experience poverty and exclusion. Through its network of over 10,500 volunteers and 800 staff, it is strongly committed to working for social justice and advocates the creation of a more just and caring society.
SVP employs people to support members in a variety of settings. SVP also employs people to support other staff given their specialist roles and functions. The role of Office Support Administrator caters for both of these needs with customers to this role being both staff and members internal to and external to National Office. This role is key to supporting efficient performance of everyday activities and projects/events.
Given the diverse nature of the Society, there is a requirement for the post holder to be flexible in their approach to ensure the needs of the organisation are met.
3. GUIDANCEAND AUTHORITY
The Office Support Administrator has responsibility for reception, facilities and administration as specified under the Principal accountabilities section of this job description.
This involves a wide spectrum of tasks related to reception, mail management, record keeping, stock supplies, and storage of stock, administration, and co-ordination of activities with a customer centric and continuous improvement approach at all times.
The Job holder is expected to use a high level of initiative, to come forward with a solutions
orientated approach to matters arising and is empowered to review current practices, procedures and processes and recommend practical improvements to be actioned by the job holder if approved. The job holder has the authority to put into practice without referral upwards a level of
improvements to internal customers that does not impact on external service providers or impact on any other job role (paid or unpaid) within the Society.
Job holder should refer upwards any areas that he/she requires guidance on or that does not strictly come under his/her responsibility.
The Office Support Administrator will report into the National Secretary, however will be expected to work with considerable independence and work closely with Member Support Administrator on areas of dual responsibility, handover for period of leave cover, or other times he/she may be required to work together as assigned. This working relationship should be professional, collaborative and with a teamwork based approach. The post will also have considerable liaison with the PA to the National Secretary.
The role has an indirect working relationship & reporting line to the National Member Support Manager, the role in which Member Support Administrator reports directly to.
4. PRINCIPAL ACCOUNTABILITIES
ACCOUNTABILITIES HOW ACHIEVED
1. Reception
a) Telephone Service
Managing National Office reception to include Switchboard calls, dealing with matters under role remit or redirecting accordingly; responsible for attending to messages on answering service.
b) Visitors / Suppliers attending National Office / internal customer (staff & members) needs
Dealing with suppliers & deliveries. Welcoming and catering for the needs of visitors to National Office to include answering door, organising
refreshments and taxi arrangements where applicable.
Ensuring there are full supplies at all times for refreshments in National Office
Ensure that staff/members in National Office are appropriately supported in terms of any catering needs they may have.
Answering the telephone and dealing with callers in a professional, positive and helpful manner at all times. Dealing with calls from members of the public and responding as appropriate.
Acting on answering service messages in a timely manner.
Promptly dealing with deliveries and always checking deliveries against order placed prior to appropriate storage and effective display where applicable. Professional, friendly, timely and
customer orientated service to visitors of National Office at all times. Pro-actively replenishing supplies. Arrange Catering for meetings where
necessary.
Pro-actively attend to while using initiative and taking account of customer needs and continuous improvement for the benefit of all.
Maintaining meeting room booking system if/where necessary.
Liaise with facilities & IT departments as required for Office needs.
2. Mail (post) processing
Collecting, opening and distribution of incoming post (including PO Box) in line with approved procedures.
Dealing with outgoing post to include beginning to end activity for regular post, registered post, high volume mailings, parcels & couriers.
Operate trace and track systems where required.
Liaise with Franking machine supplier for maintenance etc.
Manage the licenced post invoices. An Post – managing account requirements.
3. Stock Control Management
Maintaining stock control and levels of stock in stationary and office supplies. Dispatch of stock to Regions, Areas, Conferences and Regional Offices as required.
Procurement & supply management for stationery & office supplies.
Point of contact for functions/staff regarding specific print requirements / specialist stationery.
4. Other Administration/co-ordination Reconcile Taxi bills with Taxi records. Attend to Regions requesting support where applicable.
Updating room booking system periodically as may be necessary to ensure that system is efficiently set up for all users to avail of independently as required.
Pro-actively co-ordinate all activities in line with approved procedures and best and efficient practice.
Proactive Management.
Develop and maintain an efficient and effective filing system.
Manage with service provider or SVP team member and administer where applicable mail shots and issuing of reports and other circulars as required to individual members or Regions as required.
Assisting with event
management/administration of National events / appeal launches Eg. Support Member Support Administrator, for National Council Meetings.
Maintain Booking register for equipment: Data Projectors, Laptops, Display Stands etc where staff require them for events outside of National Office & Shared Services.
Provide administrative support to National Office functions including printing/binding requirements Maintenance of orderly office environment to include appropriate storage & archiving.
5. To provide cover for the role of Member Support Administrator during all periods of leave and support at other times as me be required and assigned by line management.
6. To provide administrative and PA support to National Secretary if required.
7. Other duties that may arise as identified by the Line Manager / as the role evolves in response to the needs of the Society.
Proactively manage using initiative and taking account of customer needs and continuous improvement for the benefit of both SVP and customers alike.
Action as required.
Action based on good record keeping, a critical eye and with great attention to detail.
Booking tag attached to equipment, Ensure staff sign for equipment when
booking it off premises,
Ensure staff return equipment and sign it back in,
Check that equipment includes all parts and is in working order prior to booking out.
Action as required.
Co-ordinate activity with external service provider and manage internal process efficiently in support of SVP internal customer/s.
Proactively support SVP customer base and co-ordinate as necessary in a professional and efficient manner.
Become fully au-fait with procedures and practices of the role of Member Support Administrator. JT to be decided so that effective cover is provided in his/her absence in a timely fashion and in line with best practice /approved procedures.
Action as required. Action as required.
Whilst carrying out all responsibilities, the job holder should ensure that a good public image for the Society is maintained at all times and that the work is carried out with a ‘can do’ approach.
This is achieved by maintaining a high level of customer service, a friendly, helpful and professional approach to supporting staff and members alike in addition to dealings with suppliers and members of the public.
5. CHALLENGES
Acceptance of the dynamics of a complex membership and employee organisation and an
understanding of how this both contributes to and constrains the work. In response to changes in the external environment around service delivery, funding and governance the Society is currently undergoing a period of significant restructuring and a reorganisation of its services. As part of this reorganisation the Society has introduced a new, more centralised management structure to ensure the continued improvement, efficiency, responsiveness and sustainability of our services. This structure is still embedding and therefore roles and structures are still evolving.
6. OTHER INFORMATION
The Office Support Administrator is a new role in National Office and has originated following a restructure at National office that continues to be under way as the Society’s structures continue to evolve.
The role is a combination of routine, project and event related accountabilities and requires a good amount of multitasking given the challenges therein.
7. KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL
EDUCATION
The job Holder should be educated to Leaving Certificate level, however an office administration / computer course / relevant 3rd level education would be beneficial. KNOWLEDGE
Understanding and appreciation of the dynamics of a complex National, Membership Led, Social Justice Organisation and an understanding of the client’s needs both internal and external to the organisation.
EXPERIENCE
At least 2 years’ experience in providing high level, fast paced and varied administrative support in a dynamic office environment.
Experience of establishing strong working relationships with colleagues and management from different functions.
Experience of co-ordinating high volume activity and other professional events and multitasking various projects and routine activity at any given time.
Customer focused in an environment of change and continuous improvement of services and practices.
Experience of operating CRM database and confident user of MS Office including Word, Excel, Powerpoint to the best advantage of the task/project at hand and efficiency of same. SKILLS
Excellent telephone manner and patience.
High level administrative and organisation skills and attention to detail. An ability to communicate clearly and effectively, both orally and in writing. Good numeracy, negotiation and influencing skills.
An ability to quickly establish and maintain rapport with a diverse range of stakeholders and to manage on-going working relationships and work plans.
Excellent interpersonal skills remaining customer focused both internally and external to the organisation including the ability to maintain a positive attitude in the face of
adversity/challenging times.
Can demonstrate confidentiality and be Pragmatic.
Resilient and able to work in an organisation undergoing ongoing change.
High level of initiative and can work efficiently and effectively both independently and as part of a team and knowing the difference when to distinguish.
A team player.
Excellent time management skills.
Attention to detail and ability to meet deadlines while demonstrating excellent customer service skills.
Ability to multitask and function well in a fast paced environment. 8. MAIN TERMS AND CONDITIONS
Contract type: Permanent Contract Hours: 37.5 hours per week Pension: 5% employer contribution
5% employee contribution Salary: €30,000 per annum
The information contained in this job description is a true and accurate reflection of the job at the date specified.
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