Business Operations Services Coordinator

Job Purpose:

To ensure the delivery of Business Operations Helpdesk service are effective and coordinated.

Main Responsibilities:

1. Act as the first point of contact ensuring requests into the helpdesk through telephone or other means are dealt with within agreed service levels, either within the Helpdesk function when appropriate or routed effectively into the appropriate specialist teams.
2. To maintain a customer service ethos in the delivery of Business Operations services to ensure that you are operating within agreed service levels and there is ongoing dialogue with service users to ensure they are continually updated.
3. To ensure that liaison takes place and relationships are maintained with other directorates, functional managers, supervisors and stakeholders so as to understand their needs and to ensure they are fully informed of the function’s objectives, purposes and achievements.
4. To provide effective support and reactive services as delegated by Business Operations specialist teams, whether in relation to facilities, fleet, uniform, equipment or logistics.
5. To provide effective administrative resilience when requested by Business Operations specialist teams, whether in relation to facilities, fleet, uniform, equipment or logistics.
6. To sort, distribute and collect items from the despatch system, ensuring that mail is correctly addressed and securely packaged. Use the Franking machine and ensure the credit is at the required level.
7. Administer the Force ID cards in liaison with HR and be the point of contact for fuel cards.
8. Carry out routine duties such as filing, answering the telephone, dealing with general enquiries, photocopying, and administration of hire of vehicles, accommodation bookings, travel bookings and external courses.
9. Deal with court fees, cash and banking requirements, maintaining the Petty Cash in accordance with Accounting Instructions, including found and seized cash.
10. Procure and receipt goods and services using the forces financial system as requested by Business Operations specialist teams.
11. To ensure that the aims, intent and expectations of the Warwickshire Police Vision and Values are fully integrated into all day to day activity.
12. Ensure that all data and information related to the function is maintained and managed in accordance with good practice in respect of its Confidentiality, Availability and Integrity and that appropriate contingency arrangements are in place regarding the function’s service delivery.
13. To undertake other duties commensurate with the nature, level of responsibility and grading of this post, including cover for colleagues, as required.

Person Specification: 

Knowledge:

• Educated to GCSE standard (5 A – C including English Language and Maths)
• Competent in the use of IT, including Microsoft packages or equivalent

Experience:

• Previous helpdesk/ customer services experience or similar customer facing role in a busy office environment

Key Skills:

• Proven ability to build effective working relationships and operate as part of a wider team
• Excellent and effective Interpersonal skills
• Ability to operate calmly and professionally under pressure
• To operate with sensitivity and tact and to resolve conflict wisely
• A proactive ‘can do’ approach in managing situations and people effectively
• Ability to work on own initiative
• Proven ability to co-ordinate a wide range of tasks and be able to manager large volumes of work

Special Conditions: 

May occasionally be asked to travel within Warwickshire

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