Job Title: Document Services Administrator
Reports to: Senior Operations Support Manager – Document
Services
Service Area: Debt Solutions – Document Services
Location: Adlington, Chorley
Role Purpose: The purpose of the role is to provide administrative support to the Debt Solutions Department, whilst working towards team
performance targets and dealing with high production work.
Responsibilities:
Key Areas
Key
Responsibilities:
This job description describes the main responsibilities of the role, however it is expected that people will undertake any
other duties as required commensurate with their skills and abilities
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Opening and distributing incoming mail
Logging information on our bespoke system and updating the system with new information received from clients
Generating documentation to customers
Printing and packing any letters
Movement of files, stationery and office sundries around the business premises on a daily basis
Receiving deliveries on an adhoc basis in line with our processes
Document Services Administrator – April 2015
Key KPI’s (Smart
Objectives)
Scope
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Referring cases to our chosen debt management companies via email
General support for teams across the Operation
Photocopying
Filing
Sending confidential information to clients, together with letters and emails requesting relevant documentation
Scanning and uploading information to our bespoke system
Working offsite at our Archiving Warehouse, filing and destroying customer files
Management of own case/work-load under supervision
Complying with the Data Protection Act
To achieve objectives set out for role
Complete processes relevant to role
Adherence to all policies and procedures
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Regular contact with Document Services Manager, Team Leaders, Team Experts and Team Members.
Ad hoc contact with Debt Solutions Teams.
Ad Hoc contact with non operational teams.
Key competencies have been highlighted to illustrate expected behaviours, however a person in this role is expected to
meet all the competencies at the appropriate level for each competency area as defined in the framework
Key
Competencies:
Making a Difference (level 1) :
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Ensure the customer is at the heart of everything you do
Focus on results, but without compromising quality
Put yourself in the position of others always thinking how you would like to be treated in that situation
Be attentive and listen fully to others needs
Be clear and focused, making sure you understand what the goal is
Seek help when faced with problems and competing priorities
Show respect, empathy and understanding, aim to build rapport, trust and put people at ease
Take ownership of customer issues using the term “I” not “We”
Ensure all day to day actions are covered using strong time management
Show integrity, discretion and respect confidentiality
Document Services Administrator – April 2015
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Ensure that expectations can be met before agreeing to carry out the work
Ensure that requests and actions are documented and can be tracked
Remain calm when dealing with challenging situations
Identify and communicate any potential problems that may prevent you from meeting their needs
Working Together (level 1):
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Recognise each others contribution
Be open and honest in the way we communicate and work together
Regularly engage with colleagues in other teams, showing respect whilst actively listening to each other
Openly share knowledge with others for the benefit of the business
Help others out, sharing the workload and being easily accessible
Pull your own weight
Get along with other team members treating everyone the way you expect to be treated
Support team decisions and goals with honest and constructive feedback
Give credit for contributions made by other team members
Show trust in others
Do what we say we’ll do with a positive intent
Demonstrate an awareness of how our own behaviour impacts on others
Take an interest in what other team members are doing
Working Smarter (level 1) :
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Act in the interest of others with their needs in mind
Positively and constructively challenge existing processes
Be flexible in the way we work
Think creatively to develop alternative ideas
Support alternative ideas with facts and figures or colleague feedback
Document Services Administrator – April 2015
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Deal with people directly, treating colleagues as customers
Organise and prioritise work to increase efficiency levels
Manage time and prioritise tasks effectively
Show resilience and stick with difficult tasks, finding a way to overcome any obstacles
Complete tasks or activities to an appropriate point before clocking off for the day
Doing the Right Thing (level 1) :
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Evidence doing the right thing for the customer and our regulators
Demonstrate why doing the right thing is important in our business and not just about following the rules
Feel good about what you do and be proud of our products and services
Show an understanding of other services and solutions that are available for customers plus their benefits
(including sign-posting)
Adhere to policies and procedures to ensure a consistent and compliant approach is taken
Understand and co-operate with quality monitoring and customer outcome measures
Ensure that own work complies with quality standards
Be professional in everything we do
Extend a courteous approach
Needs’ Based Solutions (level 1) :
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Show a broad understanding of the options and solutions available to our customers
Only offer a solution that will help the customer and add value to their case
Demonstrate a good understanding of the range of services offered by Fairpoint Group
Pro-actively seek learning and new knowledge where this is needed
Take appropriate action where required to resolve incorrect customer expectations
Inform colleagues about any areas of inefficiency
Ask for help when I am unsure of what the best solution is
Provide the correct course of action based on the customers individual circumstances
Review and amend the level of support or service required where needed based on your conversations
Document Services Administrator – April 2015
Empathy (level 1) :
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Remain open-minded and willing to listen
Listen to feedback and act upon it
Develop knowledge and understanding by listening to our customers
Give others feedback showing empathy where required
Look for positive solutions when faced with challenges
Support customers to find a way to make it work for them
Maintain enthusiasm and commitment
Display a positive attitude when supporting others feelings
Encourage others to share their feelings and offer your support
Remain confidential when others share their thoughts or concerns with you
Appreciate the views of others and thank them for sharing
Straightforward (level 1) :
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Present information clearly and precisely for our customers
Justify/clarify own views by backing up with relevant facts
Confidently but sensitively deliver negative messages where required
Always challenge respectfully
Set clear expectations about what can and can’t be done
Check to ensure information is clearly understood
Select the most appropriate form of communication based on the type of message
Present own ideas and opinions in a calm and structured way that is easy to understand
Remain calm and composed when dealing with others
Break down processes into manageable pieces to understand
Take ownership of what it is you are saying
Work Out Your Problems (level 1) :
Document Services Administrator – April 2015
Experience /
Knowledge /
Qualifications
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Consider all possibilities when looking for a customer solution
Avoid choosing the easiest or most obvious choice before considering the impact for the customer
Think outside the box and be creative
Constructively challenge existing practices to seek different and more effective ways of working
Make suggestions how a customer situation could be resolved
Explore quicker and cheaper options to problems
Think of solutions that may include other external organisations
Consider the six Treating Customer Fairly outcomes
Take customer circumstances in to account
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I.T. Literate – specifically word, excel and power point.
Good verbal and written communication skills.
High level of accuracy/attention to detail required.
You must be well organised and you must be able to prioritise your workload.
Experience of working in a volume based role.
Document Services Administrator – April 2015