Job Description
About the Team:
- We are the OPSS Digital and Technology team, and we build digital services focused on product safety and regulation.
- Our team is a mixed team of civil servants and contractors that collaborate in agile service teams working on user centred designs.
- We have an exciting portfolio of services that have internal and external users and there are already further services in our pipeline for future development.
- This is an exciting time to be at OPSS Digital. As a fast-growing area of the Department for Business, Energy, and Industrial Strategy, we’re raising compliance standards across the board and making a real-world impact on millions of lives nationwide.
- We are looking for a business support role to help us effectively manage our growing portfolio of work through project support and reporting. The role will also have the opportunity to deliver a crucial role in our Technology area, supporting the implementation of end user computing for office staff in Birmingham.
- OPSS has sites in Birmingham, London, and Teddington. This role is based in our Birmingham office but there maybe be a need to travel to our other sites on occasions.
About the Role:
As our Business Support Officer, you will support the team across a number of workstreams, ensuring adherence to service standards, key performance indicators and associated service level agreements. You will work in conjunction with colleagues to:
- Undertake senior level administrative tasks to ensure the effective delivery of Digital work-strands.
- Act as the first contact point across OPSS, for office-based queries, problem solving and using initiative to support and guide colleagues, escalating issues where appropriate.?
- Undertake the collation and reporting of statistics for the Digital team.
- Develop team processes and procedures to ensure they reflect the current working environment.
- Ensure service standards and all SLAs are adhered, utilising resource and work allocation to support the requirements of the team.
- Leading your own development in line with the Digital Skills and Proficiency Matrix.
- Support Major Incidents across OPSS in a reactive manner.
- Work closely with senior management and colleagues across the Office to support the development and refinement of IT services in place.?
- Provide reassurance and information to increase OPSS colleagues’ confidence.
- Utilise all resources available ensuring that work being undertaken is completed at the most appropriate level.
Using your experience in the role you’ll be able to feed into the wider strategic direction we choose to take OPSS in with guidance and support from your manager. Can you contribute to a team to build services to help people? If yes, we want to hear from you!?
As this is a key operational support service role, the post holder will be expected to be onsite Monday-Thursday, with the option to work from home Friday to support key service hours.?We also nurture talent and offer a broad range of learning and development opportunities that will help you thrive in your role.
We work hard to maintain a positive working culture and are committed to helping you fulfil your potential. We value diversity and provide an open, inclusive, and encouraging environment to help you do your best work.
Due to business requirements this post is full-time, annualised hours, and flexible working and job share are available.
Person specification
As a Business Support Officer, you will lead on:
- Supporting OPSS colleagues who require onsite assistance.
- Providing practical support with meeting room bookings and equipment.
- Building relationships with the BEIS Service Desk team for raising/escalating issues and obtaining replacement equipment etc.
- Building comms packages to aid onsite users to support themselves by means of self-service.
- Proactively provide administrative support across the Digital team.
- Provide support and guidance at all staff events.
- Support project reporting to OPSS Programme Management Office and the Departmental Digital Data and Technology function.
Skills and experience
We would love to hear from you if you have the following:
Essential criteria
- Must recognise quality service and always strive to provide a good level of assistance to users.
- Must be able to manage customers’ expectations effectively where necessary.
- You are a strong team member and can work flexibly with other teams such as Estates and BEIS Service Desk.
- Must have good interpersonal and communication skills and be able to adopt a patient and polite manner when dealing with users at all levels.
- Should preferably have experience either in IT support or in a customer service role.
Salary
Job grade
Contract type
Business area
BEIS - Market Frameworks - OPSS
Type of role
Working pattern
Annualised hours, Flexible working, Full-time, Job share
Number of jobs available
Location
Please visit Civil Service Jobs if you are interested in applying for the role:
