Office Administrator Applicant Information Pack

Transcription

1 Office Administrator Applicant Information Pack 1

2 Contents Page 3 Page 5 Page 8 Page 9 Introduction Job Description Personal Specification Terms and Conditions of Employment 2

3 Introduction Thank you for your interest in the above role. This document does not form part of the terms and conditions, but aims to give you more information about the role, its context and an outline of the work you could be involved with. Background to Unity Insurance Services Unity Insurance Services is a wholly owned commercial subsidiary of The Scout Association (a national registered charity) and a specialist charity insurance broker. Authorised and regulated by the Financial Services Authority, Unity aligns itself to the values of The Scout Association and provides specialist commercial insurance and risk management advice and broking services to the Association s 100,000 plus volunteers, leaders and trustees, and over 7,500 Scout groups, districts and counties. With 100% of its profits donated back into Scouting, Unity therefore also provides a valuable income stream to The Association to help deliver its core charity work. Building on this success of over 50 years, a loyal and established client base and strong support from its parent organisation, Unity has successfully re-positioned itself in recent years to expand into the wider voluntary sector and aims to become the leading insurance broker for youth charities and a key player for insurance in the not-for-profit market. Outline of Role Whilst Unity s expansion into the wider sector is on the horizon, maintaining growth and success of its core business and customers is critical and to help achieve this Unity is now looking to appoint a dynamic, pro-active and experienced commercial insurance professional to manage a team of office based telephone account handlers and administrative staff. With a background in commercial broking and schemes operations, team development and ideally with some previous experience in the charity sector, the post holder will work closely with the Insurance Operations Manager (IOM), bring and develop best in class practices and standards to the current team and related areas of the insurance operation. As such, the post holder will need to demonstrate successful delivery of people management, use resources both effectively and efficiently and ensure the team provide exemplary customer service, meet income target and service levels consistently. The post will be based at the Insurance offices in Lancing on the South coast. The role is viewed as central to the development of further growth of Unity Insurance and the successful management and development of a busy team. If you possess the knowledge, skills, tenacity and drive to perform this role then we are confident you will not be disappointed with the scope and potential career which Unity Insurance can offer at this exciting phase of its development. 3

4 We look forward to receiving your application Applications: The closing date for applications is 5 pm 10 January Please ensure in your application form, that you provide not more than a 1000 word statement as to why you believe you are suitable for the role and what you believe you could bring to the post. Ensure you address the points in the person specification (as attached in the relevant job pack). Please download both the application form and fill in the recruitment monitoring form online. The application form and any supporting C.Vs etc should be ed to human.resources@scouts.org.uk Interviews are planned to be held on at date to be confirmed in Lancing. Please note that if you have not heard from us within two weeks of the closing date please assume that you application has been unsuccessful. 4

5 JOB TITLE: Office Administrator JOB HOLDER: REPORTS TO: Insurance LOCATION: Lancing Operations Manager DIRECTORATE: Finance DEPARTMENT: Insurance NUMBER OF JOB HOLDERS: 1 DIRECT REPORTS: 0 DATE OF JOB DESCRIPTION: 01/04/11 TSA RANGE: A1 A5 TSA COMPETENCY LEVEL: 5 1. PURPOSE OF THE JOB (all positions) To handle incoming customer calls and enquiries to the Unity office, and provide general front line information to customers on a range of insurance queries before transferring to account handlers and provide excellent customers service in all dealings with clients via telephone, and written correspondence. Provide other general administrative and word processing support to the office based team. 2. DIRECTORATE/DEPARTMENTAL OVERVIEW (and where the job fits in) Unity is a wholly owned subsidiary and the in-house insurance broker for The Scout Association and reports into the Finance Directorate. Its principal activity is to advice, arrange and provide insurance for the thousands of individual Scout groups that require a range of policies to protect their units. We are also the broker for The Scout Association HQ for its central corporate insurance needs. Whilst providing a key service to the Movement and servicing over 5,500 individual Scout units, Unity is an important income stream for the Association with all profits donated back to TSA. The products and services offered to the Scout groups have been established over the years in discussion with the Association and operate under schemes with bespoke branded products. We are a regulated insurance broker authorised to conduct business by the Financial Services Authority, as such the business and all its personnel must work in a highly compliant way and maintain strict controls, systems and procedures in order to operate. In 2008 Unity expanded outside of Scouts and won the Girlguiding (GGUK) contract to provide a similar service to Guide groups in the UK. This was a key turning point for the Company and the office now services hundreds of individual Girlguiding groups alongside Scout groups. We now plan to grow the Girlguiding portfolio and income generated from it by working closely with the Guiding Association. Unity is now also in dialogue with other external organisations with similar structure and needs. 5

6 In addition to such schemes business, Unity has one principal large corporate HQ insurance client, TSA with its large commercial business insurance requirement plus a small portfolio of other small stand alone charity commercial business recently secured. We aim to now grow this type of business and client base also which is more akin to business/corporate insurance. The operation is based in Lancing; all staff directly associated with the business are based here. There is also remote support provided from Gilwell in key management areas such IT, Finance, Legal and HR. As a small business, Unity has a fairly flat structure, the job holder reports into the Insurance Operations Manager who in turn reports to the Managing Director of Unity (see organisation structure chart). The MD of Unity reports into the Director of Finance at TSA. The MD is the sole Executive Director of the Company and the principal Approved Person on the FSA register with CF1 control and accountability. The MD is also accountable to the Unity Board of non Executive Directors. 3a. GUIDANCE AND AUTHORITY (managers only) 3b. DETAILS OF ANY LIMITS/AUTHORITY LEVELS/SUPERVISION OF STAFF (supervisors only) n/a 4. QUANTITIVE DIMENSIONS OF THE JOB (managers only) n/a 5. PRINCIPAL RESPONSIBILITIES (all positions) PRINCIPAL ACCOUNTABILITIES Switchboard: Answering incoming customer calls, providing general front line advice to clients on a range of insurance and claims issues and transferring more specific enquires to Account Handlers. Post: Sending out product leaflets, brochures and information packs to clients. Opening, stamping and distributing incoming post to office staff as and when required. Assisting with envelope stuffing and sending out of the weekly renewal documents and statements to clients during peak periods. Making up information packs in preparation for issue to clients. Filing: Filing and document management using both electronic and paper-based systems. 6

7 Word processing: Sending letters and s to clients in response to requests for information. Assisting the Marketing Executive with proof reading of documents being prepared for issue by Unity, from proposal forms and policy documents to advertisements and articles in magazines. Scout Incident Report Forms: Assisting the Liability & Insurance Advisor with monitoring and processing of incoming incident report forms and claims reporting, logging and entering all accident and incident data onto the system. Payment Processing: Processing of debit/credit card payments and cheque processing when required as a back up to the Business Support & Finance Officer at busy periods or in her absence. Visitors: Greeting clients/visitors to the office and arranging facilities for meetings. Housekeeping: Ensuring the office and kitchen area is kept neat and tidy with supplies being safely stored. Liaising with colleagues regarding general maintenance such as replacement light bulbs etc. Responsible for archiving and shredding of documents. Office Supplies: Ensuring office supplies are kept up to date and order replacements in good time. Dealing with deliveries and storing of goods delivered. 6. MAJOR CHALLENGES (managers only - not obligatory) 7. OTHER INFORMATION As an employee of a firm authorised and regulated by the Financial Services Authority the job holder is required to achieve and maintain competence in their role and work in a compliant way. Regular study and assessment must therefore be undertaken to ensure this. 7

8 8. KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL (all positions) E = Essential HD = Highly Desirable D = Desirable KNOWLEDGE Educated to GCSE Level Grade C in English Language and Maths (E) IT Literate (E) EXPERIENCE Delivering excellent Customer service (E) Ability to remain calm under pressure (D) Ability to deal with a variable workload (E) SKILLS Good telephone skills and ability to empathise with clients particularly when dealing with incidents and claims (E) Good oral and written communications skills, ability to explain things in clear, plain English (E) Accuracy and good attention to detail in all oral and written work (E) Polite, professional and customer friendly manner (E) Team player, able to work with the account handling and office team at all levels (D) 8

9 What s in it for me? Annual Salary: Starting salary non negotiable at 13,969 which represents Level 1 of Band A with the possibility to increase on an annual incremental basis by 1 level (subject to satisfactory performance), to a maximum of Level 5 16,434. Salaries are paid monthly by direct transfer on or about the 20 th of the month. Overtime is not paid although time of in lieu may be authorised. An attractive range of benefits offered (see below). Overtime is not paid although time of in lieu may be authorised at the discretion of your line management. Hours of Work: 35 hours per week Notice Period: 1 month Location: Unity Insurance Limited, Lancing, West Sussex Holiday Entitlement: 23 days per year plus bank holidays. This increases after two years service to 26 days and after five years to 30 days. Probationary Period: This post is subject to a 6 month probationary period. Employee Benefits an introduction The Scout Association is keen to ensure that all Group employees are offered a range of attractive benefits. At the same time, we also need to cater for a variety of needs and lifestyles. Benefits apply to employees upon completion of three months in their role unless otherwise stated. Looking after your health and wellbeing Simply Health medical scheme Employees have access to the Simply Health medical scheme. Full details are available on employment but a summary of the benefits is as follows: Dental 100% - up to 120 Optical 100% - up to 120 Face to face counselling sessions up to 6 sessions Private consultation and diagnostics 100% - up to 300 Physiotherapy/Osteopathy/Chiropractic/Acupuncture/Homeopathy 75% - up to 300 There is an opportunity to add a partner and up to four children to this scheme at an additional cost to the employee. Sickness Absence The Association pays sickness above the statutory minimum requirement. 9

10 Keeping fit and active Employees can benefit from discounted rates on gym membership. Being a member of the Health Club and Wellbeing Scheme gives you and your family access to the lowest corporate membership rates at over 2,000 health clubs, gyms and leisure centres across the UK. Looking after your future Pension For all employees, the Association has a Group Personal Pension Plan. This plan allows employees to contribute a minimum of 1.5% of their gross salary up to the maximum allowed within HMRC limits. The Association will contribute twice the employee s contribution, up to a maximum of 10% of gross salary. Life Assurance All employees are covered by a scheme which pays two times the basic salary in the event of death in service. Getting to and from work Interest free season ticket loan Employees may apply for a loan to assist with the purchase of a travel season ticket. The loan will be paid back monthly by automatic deduction from salary. Car parking All sites offer free car parking to employees Cycle to Work scheme This scheme is a form of salary sacrifice which enables employees to purchase a bicycle through the Government s Cycle to Work Scheme and can save you up to 50% on the retail value (depending on the employees tax bracket). Minibus Service (Gilwell Park) A minibus service is provided which collects colleagues at 08:40 and 08:50 from Chingford Station and drops off to the same location at 17:00 hours. Looking after your nearest and dearest Carer s Leave Up to three day s paid leave a year please see our Leave policy. Maternity Leave The Association pays maternity leave above the statutory minimum requirement. Paternity Leave The Association pays paternity leave above the statutory minimum requirement. Childcare Vouchers This scheme is a form of salary sacrifice, enabling employees to purchase childcare vouchers. 10

11 Making your money go that little bit further Scout Shops purchase Employees can make purchases from Scout Shops LTD with a discount of 25% on certain items, excluding uniforms. Restaurant discount card This discount card is in conjunction with TasteCard and allows a range of discounts (up to 50%) on a range of restaurants across the UK. This can be purchased for approximately 30. Developing yourself and others Study and volunteer leave Special leave includes paid leave for volunteering and study leave. 11