Administration Officer

City Solihull

Province West Midlands

Postal Code B91

Job Description

3 months contract with a Local Authority

Job Title: Administration Officer

To support the Quality Monitoring and Commissioning function by reviewing and processing quality concern referrals submitted by social workers and other professionals. The postholder will use electronic case management systems, including Liquid Logic (LAS), to assess referrals against established quality standards and checklists, ensuring all required information is present before progressing cases for investigation.

The role requires excellent attention to detail, sound judgement, strong administrative skills, and the ability to work accurately within established procedures while identifying when concerns need to be escalated.

Key Responsibilities Quality Concern Administration

• Review quality concern referrals received from social workers and other professionals.
• Assess referrals against agreed quality assurance checklists and procedures.
• Determine whether referrals contain sufficient information to be progressed to a Quality Monitoring Officer for investigation.
• Return incomplete referrals for further information where necessary.
• Escalate complex or urgent concerns appropriately in line with procedures.

System and Data Management

• Use Liquid Logic (LAS) and other electronic systems to access, review, update, and maintain records.
• Accurately input, update, and manage information within council databases and systems.
• Ensure records are maintained in accordance with data protection and information governance requirements.
• Produce routine reports and administrative information as required.

Customer Service and Communication

• Respond to enquiries from internal and external stakeholders via telephone, email, and written correspondence.
• Liaise effectively with social workers, quality monitoring staff, providers, and other professionals.
• Communicate professionally and clearly when requesting additional information or clarifications.

Administrative Support

• Provide comprehensive administrative support to the Commissioning and Quality Monitoring teams.
• Maintain accurate electronic and manual filing systems.
• Assist with the monitoring and tracking of referrals and quality concerns.
• Support service improvements by identifying recurring issues or procedural gaps.

Compliance and Information Governance

• Handle sensitive and confidential information appropriately.
• Ensure compliance with safeguarding, data protection, and council policies.
• Follow established procedures and maintain accurate audit trails.
• Previous administrative experience in a busy office environment.
• Experience working with electronic case management systems or databases.
• Experience reviewing information for accuracy and completeness.
• Experience dealing with a range of internal and external stakeholders.
• Experience handling confidential and sensitive information.
• Experience using Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Experience within Adult Social Care, Local Government, Health, or Public Sector services.
• Experience within commissioning, quality monitoring, safeguarding, or contract administration functions.

Essential Qualifications

• 4 GCSEs (or equivalent), including English and Mathematics at Grade C/Level 4 or above; or equivalent relevant administrative experience.

Desirable Qualifications

• NVQ Level 3 in Business Administration.
• BTEC National Certificate.
• HNC or equivalent qualification in Business Administration or a related discipline.

Essential Skills and Competencies

• Excellent attention to detail and accuracy.
• Ability to review information and identify missing, inconsistent, or incomplete data.
• Strong organisational and workload management skills.
• Ability to follow established processes and procedures consistently.
• Sound judgement and a high degree of common sense.
• Excellent verbal and written communication skills.
• Ability to work independently and use initiative.
• Strong problem-solving skills.
• Ability to identify when issues require escalation.
• Competent use of electronic systems and databases.
• Proficiency in Microsoft Office applications.

Personal Attributes

• Sharp, articulate, and professional.
• Methodical and process-driven.
• Reliable and accountable.
• Calm under pressure.
• Adaptable and flexible.
• Committed to delivering high standards of accuracy and customer service.
• Able to maintain confidentiality and professionalism at all times.

Additional Information

• Working Pattern: Monday to Friday, 37 hours per week.
• Hybrid Working: One day per week based at the Council House, Solihull; remaining days working remotely subject to service requirements.
• Pay Rate: £17.75/ per hour UMB.
• The postholder will be required to comply with safeguarding, data protection, information governance, equality, diversity, inclusion, and health & safety policies.
• The role requires the ability to work independently while recognising when support, advice, or escalation is required.
• Commitment to maintaining confidentiality when handling sensitive information is essential.
• Closing Date: soon (early applications encouraged).