River Clyde Homes: Admin Assistant – Technical - Organisational Development
Job Role: Admin Assistant – Technical - Organisational Development
Directorate: Customer Services
Role reports to:
Senior Officer: Organisational Development
Roles Reporting to this role:
 none
Grade: River Clyde Homes scales to be applied and is dependent on
levels of responsibilities and accountability
Total number of team members within
team:
 tbc
Resources: Record level of responsibility for budgets, equipment, facilities etc.
(if any)
Primary Purpose: Supporting Human Resources and Training activities across the organisation
WHAT: the jobholder will deliver in this role
HOW: The jobholder will apply skill and knowledge.
This includes How the job holder will display specific
behavioural approaches whilst performing in this job
role
SUCCESS FACTORS: This section is about
defining the experience essential for the job role.
It should define what makes the role successful
Service Specific
Service Specific
Service Specific

Delivering Excellent Customer Service
 Takes ownership of customers’ issues as the first
point of contact
 Uses initiative - Looks for ways to remove any
barriers for customers to receive excellent
services
 Is polite and helpful to customers
 Immediately acknowledges customers with eye
contact, smile and welcoming greeting
 Takes time to engage with customers and build
rapport
 Understands diverse customer needs and
addresses them



Handling confidential and sensitive data in
line with Data Protection Act 1998 principles
Supporting employees in line with legal
requirements, demonstrating initiative when
dealing with complex confidential issues
Undertaking a range of administrative tasks
such as preparing and issuing contracts of
employment and proactively managing
calendars to ensure contractual changes are
met on time, Disclosure Scotland
administration, organising and attending
meetings. Taking and distributing
confidential minutes including grievance,



An ability to work proactively and with the
minimum of supervision
The job holder will either have a HNC in
Human Resources or Learning &
Development, SVQ level 3, A / V units,
D32/33/34, and/or 1 years experience of
working within an Organisational
Development/Human Resources team.
A track record of delivering outcomes on
time and to a high standard
Experience of delivering excellent service to
customers by responding promptly and
efficiently
Version 1 24 August 2013
1 of 8
River Clyde Homes: Admin Assistant – Technical - Organisational Development










occupational health and discipline
Assist with the completion of occupational
health referral and occupational health
report outcome meeting
Compilation of data on reasons for absence
and trigger points reached in line with
relevant policies and procedures
Organising medium and large corporate
events, including raising purchase orders,
seeking value for money
Liaison with finance to ensure the accurate
and timely processing of information
including payroll and creditors
Handling recruitment in line with legal
requirements, ensuring eligibility to work in
the UK is checked before employment
commences
Healthy Working Lives administration
Updating training records
Organising catering for meetings
Assist and undertake delivery, development
and evaluation of training courses within
RCH Academy
Any other reasonable duties as requested
by a member of the supervisory or
management team





Puts self in customers shoes – showing empathy
and understanding
Uses customer’s name
Makes realistic promises to customers and
delivers
Keeps customers informed of progress,
particularly if initial promises cannot be kept
Tells people what we can do rather than what we
can’t do





Up to date knowledge of relevant legal and
regulatory requirements
May have experience of using a
computerised human resource system
Driving licence is preferred
Car owner - preferred
Training on contracts and written statements
is desirable.
Communication
 Presents information clearly, concisely accurately
and in ways that promote understanding
 Ask questions to clarify understanding
 Listen effectively
 Use communication styles that are appropriate to
different people and situations.
 Uses non-verbal communication effectively to
build rapport e.g. body language
 Remains positive and committed in difficult
situations
 Maintains confidentiality when required
 Gives people the right information at the right time
Thinking and Decision Making
 Takes initiative and ownership to gather and
understand information to help decision making
 Considers a number of possible options and
evaluates these before making a decision
 Tries to find the possible causes of problems
 Is willing to reveal problems and errors openly so
that they can be resolved
 Looks to resolve issues before escalating
Version 1 24 August 2013
2 of 8
River Clyde Homes: Admin Assistant – Technical - Organisational Development




Demonstrates good judgement based on logic,
about when to escalate a problem
Demonstrates an awareness of how own
decisions and actions affect others
Informs/consults other team members about
decisions
Takes responsibility for ensuring data entry is right
and that the most up to date information is used
from decision and problem solving
Working together
Working together
Working together

Delivering High Performance
 Understands and delivers on objectives for own
role (meeting quality standards and deadlines)

Understands main performance measures
relevant to own role and team e.g. performance
indicators
 Takes ownership for personal delivery
 Contributes to objective-setting and agreeing
performance measures
 Understands own role/team’s role and how these
contribute to the success of the organisation
 Prioritises activities to ensure deadlines are met
 Shows determination and commitment to meet
agreed deadlines
 Keeps others informed of progress
 against agreed deadlines and targets
 Seeks and values feedback on own performance
 Actively participates in appraisal processes in








Works closely with other members of the
team to ensure that shared objectives and
targets are met
Assist in developing and maintaining a
culture of customer service excellence
Support other team members to perform to
the best of their ability and deliver a high
quality service
Work closely with other teams within River
Clyde Homes to plan and deliver services,
ensuring there is a ‘One team’ approach
Monitor relevant service standards and
performance indicators
Contribute effectively to risk identification,
assessment and the implementation of
controls
Contribute to the implementation of RCH
strategy, policy and procedure
Maintain safe and healthy working
conditions (reflecting RCH’s health and
safety policy and all relevant law) and in





Experience of working effectively and
collaboratively within a team
Experience of successfully meeting agreed
performance targets
Takes an active role in the implementation
of own personal development and
participates in the training and development
of colleagues and specialist officer roles
Experience of organising and prioritising
your own workload using effective time
management techniques
Ability to set, plan and monitor own
workload
Experience of working with other teams
(‘back office’ and operational), to deliver
successful organisational objectives and
targets
Version 1 24 August 2013
3 of 8
River Clyde Homes: Admin Assistant – Technical - Organisational Development
accordance with HASWA 1974

timely manner
Undertakes responsibilities fully in line
with attendance management process
Dedicated to development
 Is willing to learn from others and shares learning
with others
 Actively listens to feedback from others and acts
upon it to develop own skills, knowledge and
understanding
 Recognises and acknowledges own areas for
development
 Learns from successes and setbacks
 Demonstrates an openness to learning and
development
 Provides support and assistance to others to help
them to learn and develop
 Provides constructive feedback to others in a way
that will help them to learn
 Looks for opportunities to practice new skills
 Recognises the need to learn new things to keep
ahead of changes (e.g. technology)
 Shares learning with others
Building Effective Teams
 Offers help and support to others
 Shows interest in what others do
 Willingly shares information
 Respects the opinion of others
 Respects the priorities of others
 Willingly takes on additional tasks to help out
Version 1 24 August 2013
4 of 8
River Clyde Homes: Admin Assistant – Technical - Organisational Development



Recognises and accepts that people are all
different
Is a reliable, trustworthy and effective member of
the team – does what they say they will do
Develops the appropriate skills and knowledge to
contribute fully to the team’s effort, providing
support and cover for team members
Corporate contribution
Corporate contribution
Corporate contribution

Managing Change
 Is flexible and willing to try new ideas/ways of
working in own role
 Listens to new ideas with an open mind
 Understands the need to change and improve
 Continues to perform in a changing and uncertain
environment
 Feels confident to suggest improvements
 Constructively challenges existing practices to
seek the most effective way of working
 Actively accepts, supports and promotes news
ways of working or services
 Talks positively about change to colleagues
 Looks for the positive when faced with change
 Looks for reasons why it will work
 Understands and comes along with the Vision
 Takes action to speak to manager if you have
concerns, worries about managing change
Values – To contribute to a positive culture by
displaying behaviours in line with the Vision and
Values of the organisation





Positively contribute to developing a culture
within RCH that is consistent with the vision
and values
Maintain strong and positive operational
relationships with partners and other parts of
the business
Actively promote and deliver River Clyde
Homes commitment to equality and diversity
Assist in implementing the use of customer
profiling and customer insight to deliver
current and future business aspirations
Help to ensure that activities and resources
are geared towards delivering a value for
money service. Minimise operational losses
and maximise income to achieve efficiency
Comply with procurement law and
guidelines and monitor any relevant
contracts to achieve compliance and best
terms for RCH.
Valuing Diversity
 Treats everyone with respect
 Shows empathy and sensitivity in dealing with all
people
Communication – The post holder will be
expected to attend, report to and present at
meetings and must be able to communicate
effectively
Data protection – The post holder will be
expected to ensure compliance with all legal
obligations concerning the protection of data
concerning employees, customers and third
parties
Experience of working within a culture where
equality and diversity are embraced positively,
and used to tailor service delivery
An understanding of value for money
Version 1 24 August 2013
5 of 8
River Clyde Homes: Admin Assistant – Technical - Organisational Development








Demonstrates interest in others
Receptive to the positive contribution others have
to offer
Builds trust and communicates respect for others
Willing to work in new and different ways to meet
other people’s needs
Doesn’t make a judgement about others for being
different
Recognises and challenges inappropriate
behaviour
Considers impact of own actions on others
Contribute to equality impact assessments in your
area of the business
Efficiency
 Shows a broad understanding of the commercial
issues facing own team (i.e. the cost of materials,
equipment and other resources)
 Shows respect for resources and equipment ,
taking care to make sure they are used
appropriately and not at risk of being
wasted/damaged/stolen
 Looks for opportunities to improve commercial
effectiveness within own role (i.e., minimising
waste)
 Demonstrates a good general understanding of
the services we offer
 Demonstrates a broad understanding of the key
features of the housing sector and how the sector
is changing
 Always works within regulatory guidelines and
complies with Governance
 Considers green issues and recycles wherever
Version 1 24 August 2013
6 of 8
River Clyde Homes: Admin Assistant – Technical - Organisational Development
possible
Review Arrangements
The details outlined in this job description reflect the content of the job at the date the job description was prepared. It should be remembered however, that it
is inevitable that over time the nature of individual jobs will change, existing duties may be lost and other duties gained without changing the general character
of the duties or the level of responsibilities entailed. Consequently, River Clyde Homes will expect to revise this job description from time to time and will
consult the post holder at the appropriate time.
Version 1 24 August 2013
7 of 8
River Clyde Homes: Admin Assistant – Technical - Organisational Development
Version Control
Version
Date
1.0
24 September 2013
Changes made / Comments
Version 1 24 August 2013
8 of 8