Employee Specification

Please see below criteria which is used throughout the assessment process, that has been set out to explain what is measured at each stage of the application process. Applicants who do not clearly demonstrate meeting all of the essential criteria in the application section on their application process cannot be progressed to interview stage.


  Application form tip: Try using examples of experiences to demonstrate how you meet a criteria. Some experiences may be from a non work related setting where relevant. Always ensure a clear example of how you meet each criteria is included and not assumed as part of your work experience.

What's assessed from your job application  Criteria
Essential Desirable
GCSE or equivalent qualification in English and Maths grades 9 to 4 (A to C)    
Experience of call handling and responding to customer enquiries  
Has ability to understand verbal and written instructions  
Is confident using basic Microsoft Programmes (competent use of IT)  
Has experience working, volunteering or learning in either a customer service and/ or an office-based environment  
Can communicate information clearly and accurately   
Is able to maintain confidentiality  
Has experience dealing with a difficult customer  
ECDL or equivalent IT qualification and experience  
NVQ in Business Administration (level 2 or higher)  
RSA qualification in word processing (level 3 or higher)  


What's assessed at interview Criteria
Essential Desirable
Problem solving skills. (eg. Ability to identify and report a problem, use initiative)  
Ability to stay calm and treat customers with respect.  
Communication skills (eg. Ability to understand and deliver information clearly and accuratley)  
Can remain calm under pressure  
Can work as part of a team, with a diverse range of people  
Can be tactful and diplomatic when required  
Flexible to work weekends as part of rota. (Role specific)  
Flexible to work bank holidays for which the appropriate enhancement will be paid. There is a requirement to work between Christmas and New Year. (Role specific)  

Job outline

Overall purpose

Overall Purpose: To provide comprehensive administration support to a department undertaking a range of duties which contribute to the effective and efficient running of services. 

Principal accountabilities

  1. Check, process and produce documentation and data using a range of IT systems including Microsoft Office and service specific packages.

  2. Assist in ordering, delivery and payment for goods or services.
  3. Invoice and payment processing in line with corporate financial systems.
  4. Cash handling both petty cash and digital payments
  5. Reception duties including meet and greet responsibilities.
  6. Telephone duties - call answering, responding to customer enquiries and message taking for internal and external calls.
  7. Deal with routine correspondence and facilitate communication with customers by email, telephone and post.
  8. Provide assistance at departmental functions/events including recruitment and selection.
  9. Maintaining effective filing systems both physical and IT based and facilitate document management through photocopying and scanning and indexing.
  10. Any duties and responsibilities appropriate to the grade and level of responsibility of the post.
  • In your role you are required to speak English with sufficient fluency to effectively perform your duties, as required by Section 77-84 of the Immigration Act 2016
  • The above principal accountabilities are not exhaustive and may vary without changing the character of the job or level of responsibility.