First-Line Supervisors of Office and Administrative Support Workers

Administrative & Executive Support

Level 4450 of 1200 points

Job description

First-Line Supervisors of Office and Administrative Support Workers

Job purpose

To supervise and coordinate the work of clerical, administrative and customer service staff, and to resolve the complaints, errors and procedural problems arising in it, so that the department meets its quality standards, deadlines and service standards.

Skills

Working knowledge of management principles applied to resource allocation and the coordination of people; customer service standards; office and administrative procedures, records and forms; the business systems the team works in; personnel practice sufficient to recruit, appraise and address performance problems; and enough arithmetic to compute balances, totals and commissions and to contribute to budget planning. A bachelor's degree is the most common qualification, though a substantial proportion hold a school-leaving qualification or some college study, with one or two years of on-the-job training and previous experience in the work supervised.
Interprets and communicates work procedures and company policy to staff, gives guidance on difficult or complex problems, and discusses performance problems with individuals to establish causes. Handles escalated complaints and disputes and answers customers' and the public's questions on policy directly. Coordinates with other supervisors and departments and recommends staffing and procedural changes to management.
Investigates and corrects errors in the team's output, reviews records on matters such as payroll, shipping and production to verify detail and evaluate performance, and consults managers on equipment performance, output quality and schedules. Problems are largely procedural, with policy and precedent available, but decisions are taken frequently and their impact falls on colleagues and departmental results.
Prepares and issues work schedules, deadlines and duty assignments against budgets and workloads, and organises office services such as supply acquisition and maintenance. Develops and updates procedures and service standards in conjunction with management, and designs or evaluates staff training and performance measurement criteria. Sets day-to-day priorities within the targets and policy set above, working to the deadlines it issues to the team.
Work is desk-based, using office and business systems, with sustained keyboard and repetitive hand use.

Responsibilities

Supervises a team of clerical, administrative or customer service employees: recruits, interviews and selects staff, issues their schedules and duty assignments, arranges training, evaluates performance and conformance to regulations, recommends personnel action, and addresses performance problems directly with the individual. Accountable for the work outcomes and results of those employees, and takes part in the work itself to sustain output.
Monitors and controls departmental resources: analyses the department's financial activity and provides input into budget planning, develops schedules to fit budgets and workloads, computes balances, totals and commissions, and requisitions or purchases supplies. Does not set the budget, which management determines.
Responsible for the department's office equipment, supplies and stock: monitors inventory levels, keeps records of supplies, orders and machine maintenance, arranges repair, coordinates shipping and distribution, and plans storage layouts and the disposal of surplus assets.
Accountable for the accuracy of the records the department produces — personnel, inventory and order records, and the reports, manuals and correspondence required by management or government agencies. Being exact matters throughout, and errors reaching customers or management affect colleagues and company results.

Effort required

Concentration is directed at verifying detail in records and reports, checking the team's work against standards and deadlines, and reaching decisions frequently and under time pressure. A very high volume of contact by telephone, e-mail and face-to-face discussion with staff, other departments and customers runs through the day.
Handles conflict as a routine part of the role: settling escalated complaints and disputes, dealing with customers who are unpleasant, angry or discourteous, and raising performance problems with employees directly supervised. Requires composure, impartiality and self-control, and personal visibility for the team's results.
Predominantly seated work with repetitive hand and keyboard motions,. No lifting or exertion.

Working conditions

Indoors in an environmentally controlled workplace, without physical hazard, contaminant, noise or weather exposure. The exposure is interpersonal: direct dealing with external customers and the public, conflict situations and people who are at times angry or discourteous, alongside a continuous volume of contact with staff and other departments.
Almost all incumbents follow a regular established schedule; three-fifths work a standard week and the remainder longer. Deadlines and duty assignments must be issued and met, and decisions are made frequently, affecting colleagues and company results. Considerable freedom to determine tasks, priorities and goals for the team, within the policies, service standards and budgets set by management.

Skills

40% · 213 points▾

KnowledgeLevel 3 of 8
54 of 144 points
Knowledge of facts, principles and general ideas in a job area. The job requires a range of thinking and practical knowledge to do tasks and solve problems by choosing and using basic methods, tools, materials and information.
Interpersonal and communication skillsLevel 3 of 5
58 of 96 points
Effective communication and interpersonal relationships. The job holder is required to adapt communication to different audiences and foster trust, cooperation and positive working relationships.
Problem-solving skillsLevel 3 of 5
58 of 96 points
Variable problems. The job involves dealing with different kinds of problems that require careful thinking, research into different options or adjusting existing ways of doing things. Guidance and resources may be limited.
Planning and organisational skillsLevel 3 of 5
43 of 72 points
Moderate organisational skills required. The job requires the organising and prioritising of multiple tasks, with some level of adjustment to plans on the basis of changing circumstances or deadlines.
Physical skillsLevel 0 of 5
0 of 72 points
Not applicable. The job does not require any particular physical skills (although there is likely to be some physical activity).

Responsibility

35% · 160 points▾

PeopleLevel 3 of 5
86 of 144 points
Moderate responsibility for people. The job includes overseeing or coordinating the work and well-being of others. This may involve supervising, providing regular support, managing conflicts, responding to an individual's needs and ensuring the personal and professional development of individuals.
Goods and equipmentLevel 1 of 5
17 of 84 points
Limited responsibility for goods or equipment. The job involves the care and proper use of low-value tools or materials, with minimal responsibility for their maintenance or security.
InformationLevel 2 of 5
38 of 96 points
Limited responsibility for information. The job requires the individual to gather, process or share information in a controlled way, following guidelines or predefined procedures.
Financial resourcesLevel 1 of 5
19 of 96 points
Very limited responsibility for financial resources. The job involves handling small amounts of cash or processing simple transactions, such as recording expenses or maintaining basic financial records.

Effort

15% · 53 points▾

Mental effortLevel 2 of 5
24 of 60 points
Moderate mental effort. The job involves tasks that require focus, such as analysing straightforward information or performing repetitive tasks that require attention to detail.
Psychosocial and emotional effortLevel 2 of 5
29 of 72 points
Occasional psychosocial and emotional effort. The job requires occasional involvement in emotionally demanding situations, such as handling minor conflicts or dealing with upset individuals.
Physical effortLevel 0 of 5
0 of 48 points
Not applicable. The job does not require any physical effort.

Working Conditions

10% · 24 points▾

Environment (physical, psychological or emotional)Level 1 of 5
17 of 84 points
Minimal exposure to hazards or stress. The job involves little or no exposure to physical hazards (e.g. chemicals, moving equipment, noise) and minimal emotional or psychological risks (e.g. occasional routine tasks with no emotional burden). There is minor exposure to dust, dirt, fumes, noise, waste, poor lighting, etc.
Organisational environmentLevel 1 of 5
7 of 36 points
Minimal organisational demands. The job requires standard working hours with no night shifts or irregular schedules. There is little or no need for travel or digital connectivity beyond typical working hours.