Job Description

Key Responsibilities

• Manage a shared inbox and respond to requests in a timely and professional manner.
• Receive, review and validate requests.
• Liaise with service users to clarify requests and negotiate scope where appropriate.
• Locate and retrieve files and records from electronic and paper-based systems.
• Liaise with other offices to locate records and arrange for files to be scanned where required.
• Maintain accurate records and ensure requests are progressed within required timescales.
• Provide excellent customer service to members of the public and internal stakeholders.
• Handle confidential and sensitive information with professionalism and discretion.

Key Skills

• Excellent customer service and communication skills.
• Strong administrative and organisational skills.
• Excellent attention to detail.
• Confident managing shared inboxes and high volumes of requests.
• Strong interpersonal skills with the ability to communicate effectively with service users.
• Good IT skills and experience working with electronic and paper records.
• Ability to work independently and liaise effectively with different offices.
• Strong time-management skills and ability to meet deadlines.
• Ability to handle sensitive and confidential information appropriately.