JOB DESCRIPTION Customer Account Officer - Worcestershire ...

JOB DESCRIPTIONCustomer Account OfficerDirectorate and Section/Unit: Corporate ServicesGrade:Scale 3 (Scale 2 incl. marketing supplement)Reporting to:Administration SupervisorResponsible for:n/aMain purpose of role:To provide daily administrative support to the Administration Supervisor in dealing with customerrelations, ensuring that all customer work is processed and managed through from start to completion,whilst promoting the unit in a professional manner. Account Handling specific projects as designatedby the Administration Supervisor as appropriate.Ensuring that Customers are kept up to date with relevant administrative and financial information.Responsibilities, duties and tasks:1. To process all incoming design and print orders and advise the Administration Supervisorof any special requirements.2. To identify and liaise with suppliers of goods and services and to take responsibility forpurchase requisitions, ordering, purchase and sales invoices in accordance with Financialregulations and specified procedures.3. To maintain a high standard of output, ensuring that all work is accurate and meets thecustomer requirements and production methods, whilst maximising on potential savings forcustomer and unit combined.4. To ensure that telephones are answered efficiently and the design & print reception area iscovered if other staff are not available to do so. To ensure a service is provided to ourcustomers between the designated hours of 9.00am and 5pm5. To keep the Administration Supervisor and Design & Print Manager aware of issuesrelating to customer problems, staff relationships, financial commitments, performancefailure or non-compliance and any other issues that could cause concern.6. To complete all necessary returns to meet the administrative requirements of the CountyCouncil, departmental and Design & Print unit specific needs.7. To liaise with Administration Supervisor over maximum retention of individual jobs inhouse,or in consultation with the Print Room Supervisor organised as appropriate throughexternal approved suppliers.8. To contribute to the development, co-ordination, implementation and change managementof additional processes to enhance service delivery within the administration area and D&Punit.c:\documents and settings\cricco\local settings\temporary internet files\olk3\customer account officer with market forces jd ps.doc

9. To provide advice and support on printing, including the investigation and resolution ofproblems.10. To produce management information reports as required.11. To manage customer supplies and deliveries.12. To maintain cover for the other administration team members in their absence.13. To consult and communicate effectively with all members of staff.14. To seek new business by encouraging and developing customer relationships.15. Obtaining estimates from external printers for work that is being produced in Design &Print for cost comparison purposes and monitoring that the Unit continues to offer bestvalue.16. To account manage specific projects as deemed appropriate by the AdministrationSupervisor or Design & Print Manager, ensuring that all parties involved are aware ofbudgetary constraints, timescales, job parameters and any other factors effecting overallquality and delivery.17. To assist in developing and improving the marketing and presentation of the Design &Print Unit’s services and image.18. To ensure the work area is kept clean and tidy.19. To carry out any other duties as directed by the Administration Supervisor or Design &Print Manager.General duties:• To be responsible for the cleanliness of the equipment operated, and the area in whichemployed.• It is important to maintain confidentiality and comply with Data Protection legislation asthrough the course of work there will be occasions where staff will become aware ofmaterial or information that is of a sensitive nature.• Maintain safe working practices.• To undertake such other duties as may be assigned by the Design & Print Managerconsistent with the nature and status of the job.• To maintain personal and professional development to meet the changing demands ofthe job, participate in appropriate training activities and encourage and support staff intheir development and training.• To undertake such other duties, training and/or hours of work as may be reasonablyrequired and which are consistent with the general level of responsibility of this job.c:\documents and settings\cricco\local settings\temporary internet files\olk3\customer account officer with market forces jd ps.doc

Contacts:Notes:• To undertake health and safety duties commensurate with the post and/or as detailed inthe Directorate’s Health and Safety Policy.In all contacts the post holder will be required to present a good image of the Directorateand the County Council as well as maintaining constructive relationships.Internal: Mangers and staff across all directorates of the CouncilExternal: Suppliers, Other Printing ProvidersThe Council reserves the right to alter the content of this job description, after consultation toreflect changes to the job or services provided, without altering the general character or levelof responsibility.Reasonable adjustments will be considered as required by the Disability Discrimination Act.The duties described in this job description must be carried out in a manner that promotesequality of opportunity; dignity and due respect for all employees and service users and isconsistent with the Council’s Equal Opportunities Policy.JSP/NWJuly 2007c:\documents and settings\cricco\local settings\temporary internet files\olk3\customer account officer with market forces jd ps.doc