5303108 – Business Support Officer EK

Business Support Officer – Welford Day Centre

Employer: Newcastle City Council
Location: Welford Day Centre, Jubilee Road, Gosforth, Newcastle upon Tyne
Job Title: Business Support Officer
Reporting to: Senior Business Support Officer / Service Manager

Job Purpose

To provide an efficient, professional and welcoming reception and business support service at Welford Day Centre. The post holder will be responsible for managing reception duties, controlling access to the building, handling telephone enquiries and providing general administrative support to the service.

Following an initial period of training and familiarisation, the role will involve working independently at the reception area. The Senior Business Support Officer will be available on site when required.

Main Duties and Responsibilities

• Provide a professional, friendly and welcoming reception service to visitors, service users, staff and other professionals.
• Manage access to the building, including operating the controlled-entry door release system.
• Monitor people entering and leaving the building in accordance with the centre’s procedures.
• Respond appropriately to visitors and direct them to the relevant member of staff or area.
• Answer incoming telephone calls, take accurate messages and direct calls to the appropriate person.
• Deal with routine enquiries professionally and sensitively, maintaining confidentiality at all times.
• Provide general administrative and business support to the centre.
• Use Microsoft Word to produce, update and format documents, correspondence and other administrative information.
• Use Microsoft Excel to enter, maintain and retrieve information and support basic administrative records and spreadsheets.
• Use Microsoft Teams for communication, meetings and day-to-day business support.
• Maintain accurate records and ensure information is handled securely and confidentially.
• Follow Council policies and procedures, particularly those relating to confidentiality, safeguarding, health and safety, security and data protection.
• Liaise with colleagues and the Senior Business Support Officer as required.
• Escalate any concerns, incidents, unusual activity or issues relating to building access to the appropriate member of staff.
• Undertake other reasonable administrative duties appropriate to the role.

Working Arrangements

The post is based at Welford Day Centre in Gosforth. After completing the initial training and induction, the post holder will normally work independently at the reception desk.

The role requires the ability to work confidently as a solo reception worker, while knowing when and how to seek assistance. The Senior Business Support Officer will be available on site when required.

Person Specification

Essential

• Previous experience of working in an administrative, reception or customer-facing environment.
• Good verbal and written communication skills.
• A professional, approachable and helpful manner.
• Ability to deal confidently and appropriately with members of the public, visitors and colleagues.
• Ability to work independently and use initiative.
• Good organisational and time-management skills.
• Ability to maintain confidentiality and handle information appropriately.
• Basic to good working knowledge of Microsoft Word, Excel and Teams.
• Ability to follow procedures relating to security, health and safety and confidentiality.
• Reliable and able to work responsibly when working alone.

Desirable

• Experience of working within a local authority, public sector, health, social care or community setting.
• Experience of working on a reception desk or managing controlled access to a building.
• Knowledge of safeguarding and data protection requirements.
• Experience of maintaining administrative records and spreadsheets.

Key Skills and Behaviours

The successful candidate will demonstrate:

• Customer focus – provides a welcoming, respectful and professional service.
• Communication – communicates clearly and effectively with a wide range of people.
• Teamwork – works effectively with colleagues while also being confident working independently.
• Organisation – manages routine duties efficiently and maintains accurate records.
• Attention to detail – ensures information and administrative records are accurate.
• Professionalism and confidentiality – handles sensitive information appropriately.
• Problem solving – recognises issues and takes appropriate action or seeks support when necessary.
• IT skills – confidently uses standard Microsoft Office applications and Teams.

Health, Safety and Safeguarding

The post holder must comply with all relevant Newcastle City Council policies and procedures and contribute to maintaining a safe, secure and welcoming environment for service users, visitors and staff.

Particular attention should be given to building security, controlled access, confidentiality, safeguarding and reporting any concerns through the appropriate channels.

Summary

This is a customer-focused business support role providing an essential reception and administrative function at Welford Day Centre. The successful candidate will need to be reliable, approachable and organised, with the confidence to work independently while maintaining a high standard of service and security.