HQ Job Description (JD)
Band 3
Directorate: Central Operational Services
Job Description - Specialist Admin Support - Order
Management
Document Ref.
HQ-JES-1179 Specialist Admin Support - Order Management v2.0
Document Type
Management
Version
2.0
Classification
Official
Date of Issue
31/08/21
Status
Baselined
Produced by
Job Evaluation Assurance and Support Team
Authorised by
Reward Team
JD Evidence
HQ-JES-1179 Specialist Admin Support - Order Management v2.0
Job Description
Job Title
Specialist Admin Support - Order Management
Directorate
Central Operational Services
Band
3
Overview of the job
Responsible for customer service ensuring order and enquiries are handled in a
proper and prompt manner. Directing enquiries to the correct member of staff.
Responsible for maintaining order processes, updating order records and
spreadsheets, chasing production teams when orders appear to be running late and
keeping customers fully informed.
Updating IT order management systems. Collecting, collating and inputting of
specialist management information in relevant spreadsheets and databases.
Reporting to the Specialist Administration Hub Manager, Public Sector Prison
Industries.
This post is national.
The role has no Line Management Responsibility.
This is a non-operational role.
Summary
Provide Customer Services support to PSPI customers.
Responsible for the administration of order processing for PSPI sectors including
Engineering, Textiles, Printing, Woodwork, Plastics, Land Based Activities and Waste
Management.
Manage the maintenance of the IT systems ensuring they provide an accurate
picture of each order’s progress.
Using the ProAct warehouse computer system participate in the transaction of
orders and participating in the stock replenishment process.
Manage the product and component price lists ensuring all IT systems are current
and up to date.
Provide specialist support to sector leads and customers on SOP processes including
invoice management. You may be required to act as a GPC cardholder.
Monitor and maintain the functional mailboxes as required.
Maintain the visits log for PSPI establishment visits and producing the monthly
report.
Responsibilities,
The job holder will be required to carry out the following responsibilities, activities
Activities and Duties
and duties:
Customer Support
Responsible for the Engineering, Printing, Textiles, Woodwork, Plastics, Land Based
Activities and Waste Management industries ensuring that:
• The customer is provided with an appropriate response, if unable to
provide an immediate response then a follow up call or e mail is provided
within 2 working days.
HQ-JES-1179 Specialist Admin Support - Order Management v2.0
• The Customer Feedback procedure is used to ensure that responses are
received within 10 working days.
• All e-mails are answered or referred within 2 working days.
• Functional mailbox procedure is followed allowing its efficient
management.
• Provide specialist support to customers for SOP processes including
invoicing and returns.
Order Processing
Manage the processing of customer orders for Engineering, Textiles, Plastics and
Woodwork products ensuring that:
• Monitor the functional mailbox and orders coming in through e-procrement
platforms, ensuring these are acted upon within one working day.
• Manufacturing orders are raised and passed to nominated establishment
within 5 working days of receiving the customer order.
• Ensure all orders transacted via SOP or GPC are correctly recorded on the
appropriate spreadsheets and all policies and procedures linked to
expenses and finance are adhered to.
Database Management
Manage the maintenance of the IT systems ensuring they provide an accurate
picture of each order’s progress. This includes ensuring that:
• The correct prices are entered onto the system when the order is placed.
• Information relating to planned shipment date provided by manufacturing
establishments is entered onto the system.
• Information from the Pro-Act hard charging reports is used to update date
to customer field.
• Once an order has been notified as delivered the order is closed on the
database.
• Collate monthly claims forms and maintaining the claims spreadsheet.
• Produce monthly reports for orders that are overdue, and once these
orders have been notified as delivered, the order is then closed on the
database.
Stock Replenishment
Participate in the stock replenishment process including:
• Using the ProAct warehouse computer system to participate in the liaison
with NDC Branston ensuring prompt transaction of stock into and out of
stores based on orders or instructions received from our partners.
• As instructed generate the necessary iProcurement requisitions for
authorisation allowing the replenishment of stock.
Management Information
The job holder will be required to assist in collecting, collating and inputting
specialist management information in relevant spreadsheets and databases.
The duties/responsibilities listed above describe the post as it is at present and is not
intended to be exhaustive. The job holder is expected to accept reasonable
alterations and additional tasks of a similar level that may be necessary. Significant
adjustments may require re-examination under the Job Evaluation Scheme and shall
be discussed in the first instance with the job holder.
An ability to fulfil all spoken aspects of the role with confidence through the medium
of English or (where specified in Wales) Welsh.
HQ-JES-1179 Specialist Admin Support - Order Management v2.0
Behaviours
• Managing a Quality Service
• Delivering at Pace
• Making Effective Decisions
• Working Together
• Seeing the Big Picture
• Changing and Improving
Strengths
It is advised strengths are chosen locally, recommended 4-8.
Experience
• Trained as a requester on I Procurement
Technical
Requirements
Ability
• Proficiency in: Excel, Word, and Outlook
• Confident telephone manner
Minimum Eligibility
• All candidates are subject to security and identity checks prior to taking up post.
• All external candidates are subject to 6 months’ probation. Internal candidates are
subject to probation if they have not already served a probationary period within
HMPPS.
• All staff are required to declare whether they are a member of a group or
organisation which HMPPS consider to be racist.
Hours of Work
Leave Blank
(Unsocial Hours)
Allowances
To be used by the JES Team only
HQ-JES-1179 Specialist Admin Support - Order Management v2.0
Success Profile
Strengths
Behaviours
It is advised strengths
Ability
Experience
Technical
are chosen locally,
recommended 4-8
Managing a Quality Service
Proficiency in: Excel,
Trained as a requester on
Word, and Outlook
iProcurement
Delivering at Pace
Confident telephone
manner
Making Effective Decisions
Working Together
Seeing the Big Picture
Changing and Improving
HQ-JES-1179 Specialist Admin Support - Order Management v2.0