Team Leader Records Management and Customer Services
TEAM LEADER RECORDS MANAGEMENT AND CUSTOMER SERVICES
POSITION DESCRIPTION
1. ORGANISATIONAL CONTEXT To provide quality customer services and records management functions in an efficient and effective manner that maintains and nurtures relationships with stakeholders, and represents the Shire in a professional manner at all times.
1. To understand and work towards achieving the Shire’s Vision, Mission and Commitment statements.
2. To behave in a professional, supportive manner and cooperate with fellow Officers.
3. Support behaviours which comply with the Shire’s values and strive towards a high standard of service delivery to the organisation and the community.
2. POSITION CONTEXT
3. POSITION OBJECTIVES
Ensure the effective leadership and management of the Records Management and Customer Services team; Ensure efficient and effective customer services and records management for the Shire of Wyndham East Kimberley; Contribute to ensure the Shire meets its statutory obligations in a timely manner; To provide a full range of efficient, accurate and confidential administrative, financial and executive support and related services to the Director Corporate Services; To lead the development and implementation of an effective and efficient knowledge management framework for the Shire; and Contribute to the development, implementation and achievement of the Department’s Business Plan.
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4. KEY RESPONSIBILITIES
Effective leadership and management of the Records Management and Customer Services Team
Providing leadership, influencing and motivating a diverse team, resolving problems and organizing priorities.
Lead the team so that their performance is professional; their work is accurate, and in accordance with accepted practices.
Lead the team in regard to development, mentoring, motivation, action plans and training.
Ensure a high level of technical knowledge within the customer services and records management team members as evidenced through the turnaround time of issues and the ability of the team to resolve issues independently.
Ensure that staff across the organisation are trained in appropriate records and knowledge management processes and techniques to ensure a high quality of documentation and knowledge is developed and maintained across the organisation in accordance with policy and in compliance with the State Records Act 2000 and Australian Standards.
Ensure that tasks are completed effectively, efficiently, at a high quality and in accordance with agreed timeframes.
Establish a performance culture and leading by example ensuring that there is a culture of teamwork and cooperation between members of the team across locations, and the broader organisation.
Develop and promote both a strong customer and high quality service orientation within the team and in both locations.
Works to create a great team environment through the provision of clarity in role objectives, effective team communication and utilising appropriate relationship building skills.
Efficient and effective Records Management and Customer Services
Develop harmonious relationships with all customers and key stakeholders, both internal and external.
Treat all customers with professionalism, dignity and respect.
Promptly attend to customer enquiries in a courteous and effective manner.
Ensure a high level of customer focus (both internally and externally) with due care and attention paid to customer priority issues, confidentiality and appropriate levels of customer communications across the Shire.
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Develop an in-depth understanding and knowledge of the organisational structure and functions to ensure accurate direction and delivery of information and the provision of efficient customer and records services.
Ensure that all monies are processed, receipted and reconciled accurately, and with the appropriate documentation on a daily basis in both locations.
Lead and participate (utilising a hands on approach) in the customer services and records management operational activities to ensure appropriate workloads (both customer services and records, as and when required); to ensure satisfactory levels of service are maintained at all times, and the records management systems and processes accurately capture and provide efficient access to records and information over time.
Ensure that the records management system is, at all times, up-to-date and accurate through monitoring data entries, amendments and deletions for file registrations, distribution, storage, retrieval and disposal.
Liaise with officers across the organisation to ensure that customer objectives and expectations are being met, utilising feedback to identify and implement system or process improvements in particular to benefit the organisation.
Provide quality / timely research and information retrieval services to enable staff and Council to make informed business decisions.
Develop, implement and monitor the Shire’s Customer Service Charter with appropriate qualitative and quantitative customer satisfaction measurement metrics to analyse service delivery performance.
Lead the development, implementation, monitoring and review of strategies, policies and procedures for the area, including key performance indicators that will meet the current and future needs of the Shire.
Contribute to the development of the annual budget for the team and regularly monitor performance against the targets.
Contributing to ensure that the Shire of Wyndham East Kimberley meets its statutory obligations in a timely manner
Ensure that records are registered, maintained, archived and disposed of, in compliance with the provisions of the State Records Act 2000.
Ensure that the Records Keeping Plan is regularly reviewed and updated in accordance with the State Records Act 2000.
Undertake the appropriate research, correspondence and actions associated with Freedom of Information requests ensuring compliance with the Freedom of Information Act 1992, and other legislation such as the Local Government Act 1995.
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Provision of efficient, accurate and confidential support
Review and record all incoming correspondence and emails in accordance with relevant legislation regarding record-keeping, including allocating, redirecting to appropriate directorate staff for action and following up on responses.
Ensuring that the kitchen facilities are appropriately stocked.
Lead the development and implementation of an effective and efficient knowledge management framework for the Shire
Ensure appropriate research is undertaken to recommend and develop a leading practice knowledge management framework for the Shire.
Develop, implement and review knowledge management strategies, policies and practices across the organisation to improve how information and knowledge is stored, accessed and shared.
Facilitates the development and implementation of knowledge sharing systems and processes for the organisation, including training of staff so they can continually maintain these in the future.
Contribute to the development, implementation and achievement of the Department’s Business Plan
Actively contributing to business planning activities, including developing, monitoring and review, with a focus on the principles of continuous improvement and risk management.
People
Participate in the Performance Review and Assessment process.
Undertake development and training as agreed for career and personal development initiatives.
Occupational Health & Safety
Ensures all projects comply with relevant safety regulations and standards.
Takes responsibility for own and other’s safety.
Complies with all relevant safety policies and procedures.
Quality
Comply with relevant legislation regarding documentation and record keeping.
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Undertake quality audits as requested.
(Note: The above key duties and responsibilities are in accordance with the broad banding principles of the Collective Agreement. They are not an exhaustive list of duties and responsibilities of the position).
5. ORGANISATIONAL RELATIONSHIP Reports to: Director Corporate Services
Title: Team Leader, Records Management and Customer Services
Classification: Level 5
Department: Corporate Services
Supervises: Customer Services Officer x 3 Customer Services Officer – Records Internal Liaison: Elected Members Chief Executive Officer Senior Management Unit Managers and staff
External Liaison: State and Federal Government Departments Private Sector Organisations Council’s Auditors Residents and Ratepayers General Public
6. KNOWLEDGE AND SKILLS Organisational: Demonstrated supervisory experience within a local government, commerce or public sector environment; Highly developed written and verbal communication skills including the ability to deal with people at all levels (Federal and State Government, industry and community); Advanced computer skills and attention to detail at all times; Ability to manage one’s own time, and assist others to set priorities, plan and organise yourself and others in order to meet specific timeframes and allocated tasks; Developed interpersonal skills with the ability to consult, negotiate and resolve issues; Demonstrated ability to work independently and take ownership to resolve factors that may influence the delivery of service in a timely and accurate manner; Ability to develop strategies, policies and procedures and to implement these across an organisation in an engaging and appropriate manner;
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Demonstrated ability to work within and supervise a team, coordinate, manage staff and participate in activities as a team member and support officers in different locations; Ability to maintain appropriate follow-up controls and accountability; and Ability to manage multiple tasks effectively with a high degree of flexibility and confidentiality within a changing workplace environment. Interpersonal: Experience in the management of a departmental team across locations, and the ability to source cooperation and assistance from other Officers, Managers and Directors to achieve objectives; Ability to work independently with limited supervision; Ability to identify, discuss and resolve issues with all levels of staff; A high degree of judgement, initiative, confidentiality and sensitivity; Experience in managing staff performance; Demonstrated ability to work within tight timeframes and regularly monitored deliverables; and Ability to make decisions on all matters which are the responsibility of the Team Leader, Customer Services and Records Management position, provided that these are within delegated authority, legislative requirements, established policy and recognised organisational standards. Change Management: Ability to recognise issues and use initiative to identify and discuss proposed solutions to then implement; Ability to promptly respond to changed situations and make sound decisions to ensure the ongoing efficient and effective carriage of key deliverables within the role; and Ensure compliance with and adherence to all legislative requirements and business practices at all times. Commitment, Attitude and Application to Duties: Provide courteous and prompt attention to requests for information; Demonstration of a positive and proactive attitude; Promote the Shire in a positive manner at all times when dealing with external stakeholders; Promote and encourage continuous improvement strategies for the delivery of accurate and timely customer and records services to all stakeholders; Demonstrated commitment to accuracy and high quality outputs; Demonstrated commitment to work outside of normal business hours on those occasions required by the Director Corporate Services; Proven ability to work under pressure and deliver accurate results on a high volume of priority tasks within agreed timeframes; Take care to ensure one’s own safety at work and that of others in the workplace; Observe all safe working practices; and Report all accidents, incidents and any hazardous situation within your work environment to your Manager.
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7. ESSENTIAL SELECTION CRITERIA – QUALIFICATIONS, SKILLS AND EXPERIENCE
Possess a sound level of written and verbal communication skills that result in effective and appropriate communication with a broad range of people internal and external to the Shire; A demonstrated ability to manage staff and situations in a manner than enhances professionalism, provides an excellent role model and maintains/improves morale, including undertaking performance management processes and implementing training and development plans; Ability to identify, analyse and conceptualise operational problems or trends, question existing practices, formulate and implement appropriate solutions and negotiate successful outcomes in an innovative and resourceful manner; Ability to work under limited direction to improve and enhance processes and practices, and achieve high quality results by taking a shared responsibility for setting priorities, organising workloads and meeting prescribed or self-imposed deadlines in a team environment; Proven ability to work under pressure, use initiative, and be well organised with the ability to work in a confidential manner; Demonstrated ability to analyse and research issues, to think logically and understand and interpret a broad range of information; Ability to liaise effectively, including consultation and negotiation, with a range of stakeholders, to facilitate their cooperation and support to achieve desired outcomes and to establish and maintain strong and productive working relationships; Proven experience in the use of Microsoft Office products, including advanced word processing skills with excellent attention to detail; An understanding of legislative requirements of the OHS&W Act, and utilising AS/NZS 4360 Risk Management, and/or to an equivalent set of standards including the Shire’s Injury Management Policies.
8. DESIRABLE SELECTION CRITERIA – QUALIFICATIONS, SKILLS AND EXPERIENCE
An appropriate TAFE Certificate or progression towards a management qualification or relevant tertiary qualification; Receptive to new ideas and changing environments and the ability to deal positively with ambiguity and change, and to act as a change agent recognising opportunities managing resultant change within a team environment;
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Ability to interpret various legislation in order to provide accurate and appropriate advice to both internal and external customers; Experience in the development, implementation and monitoring of strategies, policies and related processes involving the review of systems and procedures; Experience in or knowledge of Local Government structures, functions, legislation and procedures, and in particular the application of the Local Government Act 1995, State Records Act 2000 and Freedom of Information Act 1992 and their associated regulations; and Knowledge of the local government system SynergySoft.
9. OTHER REQUIREMENTS The successful applicant will be required to submit the following documentation. The Shire of Wyndham East Kimberley will reimburse costs. National Police Clearance; Copies of Certified Qualifications; Driver’ s License; and Medical Certificate.
The successful applicant will be required to sign the Code of Conduct for Council Members, Committee Members and Employees.
I agree that this position description accurately reflects the duties and responsibilities of the position indicative at the time of signing. I also understand that this position description may be further reviewed at a future date and consultation with each undersigned party.
______Signature of Incumbent Date
______Signature of Manager/Supervisor Date
______Signature of Director/CEO Date
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