Key Selection Criteria Support Staff

UTS POSITION DESCRIPTION UTS:HUMAN RESOURCES

POSITION TITLE

CLIENT SERVICES & ACCOUNTS OFFICER

UNIT or FACULTY AND DIVISION

Building Services Branch, Facilities Management Unit

POSITION PURPOSE

The Customer Service & Accounts Officer is responsible for providing a service desk and account processing function in the Service Desk area of Building Services in order to maintain a responsive customer focused and professional delivery of Building Services support services.

DIMENSIONS

Maintenance & Repairs $4,000,000 Energy costs $4,900,000 Cleaning $3,920,000 Water Rates $400,000 Values Value of Building $800 m Value of Plant $150 m Areas Building Area – Entire City Campus - 305,000m2 of gross accommodation

Responding annually to - Creditor Account processes 13,000+ Phone enquiries/client requests 12,000+ Web/email requests 10,000+ BEIMS work order entries 13,000+

REPORTING RELATIONSHIPS The Customer Service & Accounts Officer reports to the Administration Manager, Building Services and provides administrative support in all areas of the Branch. There are no positions which report to this position.

Collaboration and Communication

. Internal The Customer Service & Accounts Officer liaises with Supervisors and trade staff within Building Services Branch and other Branches within the Facilities Management Unit and communicates at all levels across the University the maintenance and repair status (especially breakdowns).

. External The Customer Service & Accounts Officer liaises with contractors and external suppliers in the purchasing of services, goods and materials.

21 August 2006 1 MAJOR RESPONSIBILITIES The Customer Service & Accounts Officer contributes to a responsive and effective Building Services customer service desk, efficiently processes thousands of creditor payments, provides a professional first point of contact for customer enquiries and provides competent and specialised client support for the Building Services Branch.

The Customer Service & Accounts Officer will:

Financial  Efficiently process creditor payments within the Branch, liaising closely with the Financial Services Unit to ensure timely payment of creditors.  Maintain financial records to comply with university procedures and official record keeping.  Ensure correct approvals are in place to process creditor invoices in accordance with University financial delegations.  Use the Oracle purchasing/payables system for the Branch and must be proficient in the Oracle Financial System for ordering of Building Services equipment and supplies and receipting of goods for payment.

Facilities Management  Be the first point of contact in the Branch for the University community to log maintenance requests via phone, webmail and email and must be client focused with an excellent telephone manner being crucial and will have previous experience in a customer service position.  Face competing demands daily and must have the ability to evaluate priorities and urgency of works. The incumbent will have the ability to work independently and provide advice to clients through knowledge gained and will in the absence of Supervisors evaluate urgent works and allocate works directly to trade, technical or professional staff. Experience in an environment such as property management/real estate, building or facilities management is desirable.  Have excellent computer skills for detailed entry of thousands of client requests into the computerised maintenance system BEIMS.  Provide assistance and feedback to clients on their work requests in order to increase customer satisfaction.  Have knowledge of the University Faculties, Units, buildings, plant, equipment, which is valuable in daily work processes.

Administration  Assist the Manager, Building Services and all Supervisors to ensure efficiency and effectiveness of all processes and the day to day administration within the Branch.  Have the primary responsibility of ensuring the Branch’s official records are managed according to University policy.  Be responsible for regularly updating the Branch’s databases, critical records and file systems to ensure all official records for the Branch are efficiently managed.

ENVIRONMENT AND POSITION CHALLENGES The main challenges of this position are:  Working as part of a team and independently within a Branch where there are continually competing demands, with time critical deadlines, urgent requests and high volume workload.  Promoting a high quality service standard characterised by the resolution of maintenance requests in a professional, timely and effective manner in a high pressure environment.  Providing and coordinating emergency responses as required in the absence of Supervisors and trade staff.

21 August 2006 2 Constraints:  The incumbent is required to act within the parameters of the University’s Accounting Policies and Procedures and is free to make decisions within these guidelines.

AUTHORITY TO ACT

It is expected that the incumbent will provide advice and client assistance within their knowledge and experience and will have a high degree of problem solving and analytical skills. This position does not hold a financial delegation

Safety & Wellbeing responsibilities

All staff must:

. Take reasonable care of, and cooperate with actions taken to protect, the health and safety of both themselves and others . report all accidents, incidents and hazards to their supervisor as soon as is practicable

Supervisors and managers of staff and facilities must do whatever is reasonably practical to ensure that both the workplace and the work itself are safe, in consultation with staff affected.

CONTACTS AND CRITICAL RELATIONSHIPS Internal This position  Liaises extensively with FSU staff to manage flow of creditor payments.

 Liaises with staff at all levels in communicating feedback on client requests, including University Administration, Faculty Administrators, Divisional & Unit Staff.

 Maintains a close relationship with other staff within the FMU and Environmental Health and Safety Branch providing a consolidated and co-operative approach to the repairs and maintenance programmes.

External The incumbent is required to liaise with external bodies including contractors and suppliers.

SKILLS AND ATTRIBUTES  Excellent verbal, written and interpersonal communication skills  Problem solving skills  Ability to work unsupervised and manage a challenging workload  Excellent customer service skills  Accounts payable experience in a high volume environment

EXPERIENCE  Experience using accounts payable and purchasing software such as Oracle  Experience in a real estate property management or facilities management environment  Experience in high volume customer service environment

ORGANISATION CHART

See attached Chart

21 August 2006 3 APPROVALS

Incumbent Supervisor Manager (if currently occupied) (minimum level Dean/Director) Name: Vacant Mary Anne Claridge

Title:

Signature:

21 August 2006 4