Housing & Community Services Directorate

Job Profile

Job Title Town Hall Apprentice Salary/Grade Service Town Hall Reports to Town Hall Team Leader & Marketing Officer Manages/ Occasional need to supervise contractors Supervises

To maintain a high level of customer service to customers hiring rooms, holding civil ceremonies and other events in the Town Hall Centre. To provide security and front Job Purpose of house services at the Town Hall. Role will include administrative support for the team leader.

Principal Accountabilities

1. To ensure that all rooms are set up in accordance with the bookings diary and that hirers reasonable requests are met, and to clear away after the hirer has left. This includes working some evenings/weekends.

2. To report any defects to the Team Leader and to undertake security, cleaning, health & safety duties and repairs in accordance with the standards agreed with the Team leader. This may necessitate the hire and supervision of contractors.

3. To answer emails and telephone calls, and cover the reception desk, when required.

4. To assist with the administration of room bookings, amendments and cancellations and weddings .

5. To encourage customers to complete feedback forms, and to deal with any feedback/complaints in accordance with the process as advised by the team leader.

6. To maintain, clean and re-stock the vending machines, and monitor stock levels of vending supplies.

7. To monitor the security of the premises and occupants at all times.

8. To cover for other Duty Officers during sickness and annual leave.

9. Any other associated duties detailed by Joby Humm Centre Manager or his representative.

10.Any other duties as required to support the business, including maintaining business continuity and during civil emergencies if they arise.

11.To attend monthly staff meetings.

12.To attend training courses as required by the Team Leader.

13.To advise the Team Leader, if at any time, the above duties and responsibilities cannot be properly performed

Corporate Accountabilities

 To take responsibilityfor maintaining own health and attendance.  To support, contribute and comply with quality and governance procedures as directed by management.  To apply and actively promote the principles of the Council’s Equal Opportunities Policy in all areas of employment and service delivery.  Any other associated duties detailed by Head of Service or his representative.  To advise Line manager if, at any time, the above duties and responsibilities cannot be performed.  Any other duties as required to support the business, including maintaining business continuity and during civil emergencies.  To apply and actively promote the principles of the Council’s Safeguarding Procedure in all areas of employment and service delivery.

Skills, Knowledge and Experience (Tested at application and interview stage)

Experience and Qualifications Essential

 Proven communication and customer service skills  Flexible working hours  Good personal organisational skills and ability to inspire others and lead in an enthusiastic way to delivers results.  Possess the ability to work to deadlines and use own initiative to ensure customer care, health and safety and security are maintained  Good standard of education  Mature attitude to problem solving  Excellent awareness of security issues  Team worker, flexible and willing to take on new challenges  Demonstrate a commitment to the improvement and development of own performance.  It is a requirement of the job that the post holder works flexible hours, including some evenings and weekends. Desirable  Full current driving licence Skills and Knowledge

 Ability to work as part of a team  Knowledge and a good understanding of Microsoft Office

Competencies (Tested at interview stage)

Communicating Effectively

Demonstrate the effective use of the range of communication methods available: written, spoken, electronic, and use these methods in appropriate ways suitable to the context and situation

 communicate with colleagues and customers in a manner which is clear, fluent, accurate and concise

Performing efficiently and effectively

Promote good performance, developing clear, structured and efficient ways of managing workload and delivering results. Staff should challenge themselves and others to perform well, and to adhere to the Council’s performance management systems

 use own initiative and work to tight deadlines to ensure customer care, health and safety and security are maintained.  ensure that all work done by you is in line with business and service plans and supports the overall aims and ambitions of the Council  contribute to planning and improvement of services

Using and managing resources efficiently and effectively

Demonstrate the effective and efficient use of the full range of resources used in and by the Council including time, finances, staffing, equipment, information, materials, buildings, etc.

 ensure the efficient use of building, materials and equipment, to maximise cost effectiveness and efficiencies, while maintaining standards of health and safety and risk management

 ensure that systems of good housekeeping are in place for the management of equipment, accommodation, data etc. for yourself and your staff Engaging with the customer

Understand the needs and requirements of their customers, to provide excellent customer service, and to involve customers in the improvement of services

 ensure that you work to customer service standards

 seek out and listen to the needs and views of a wide range of customers

 ensure that regular customer feedback is sought, analysed and acted upon

Working well together

Actively foster good working relationships with colleagues and customers in order to collectively achieve the Council’s direction and ambition

 co-operate and work well with team members, peers, senior managers and external partners in the pursuit of goals and objectives

 establish and maintain constructive and open relationships across the range of people you work with, achieving positive outcomes and sharing feedback with others

 contribute to a culture of team work and co-operation for your staff

 contribute to problem solving Managers/Leaders Competencies

Other Conditions Does this post Is this a politically Yes/No Yes/No require a DBS check restricted Post: Is this post entitled Yes/No Is this post entitled to Yes/No to a lease car a causal car allowance Job profile update

Values and Behaviours

Braintree District Council has developed values and behaviours that demonstrate and measure what we we expect to see from our staff. They are integrated across the Council and are used as part of performance reviews, inductions procedures, the apprentice programme and all training interventions.

We call them PRIDE:  P - Perform well and get things done  R - Respect and value customers and staff  I - Improve and learn  D - Deliver that bit extra  E - Efficient and effective P - Perform well and get things done

We will: We will not: Take responsibility for our actions and be Be negative or disruptive accountable Be positive, show enthusiasm and energy - it's Be resistant to change infectious Put things off or ignore colleagues and Be flexible and adaptable to get things done customers Work well together and be committed to what Fail to manage our own performance we do

R - Respect and value customers and staff

We will: We will not: Be open and honest Be unhelpful or say 'It's not my job' Listen and focus on customers' needs Say one thing and do another Be open-minded and treat everyone fairly Disregard the views and opinions of others Support or tolerate a blame culture

I - Improve and learn

We will: We will not: Create opportunities for everyone to improve Cover up our mistakes Take ownership for our own development Keep getting the same things wrong Share lessons learnt and help colleagues Ignore customer feedback Welcome questions and challenges to help us do things better D - Deliver that bit extra

We will: We will not: Stick to methods that don't work or are Focus on solutions, not problems outdated Be open to new ideas and aim high Make promised we can't keep Work in isolation and only care about our own Have a 'can do' attitude jobs Be proud of what we do

E - Efficient and effective

We will: We will not: Make the best use of the resources available to Waste resources us Communicate clearly with the right people at Be unhelpful or rude the right time Be closed-minded and say 'I've always done it Respond promptly to customers' requests this way' Seek new ways of working to do our jobs more Undermine change or improvements effectively