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. 2 Team Leader Records Management and Customer Services – PD v0.2 October 2016 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. 3 Team Leader Records Management and Customer Services – PD v0.2 October 2016 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. 4 Team Leader Records Management and Customer Services – PD v0.2 October 2016 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. 5 Team Leader Records Management and Customer Services – PD v0.2 October 2016 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