Amy Harris

· Provide an efficient and confidential administrative support service to the Head of Seafront and Service Unit senior managers. Provide assistance on specific projects for the Service Unit. Responsible for completion of several statutory quarterly and annual returns for the Service Unit.

· Act as the Principal Officer to achieve key objectives including collating information and responding to corporate requests for access to information under the Freedom of Information Act (FOIA), the Environmental Information Regulations (EIR), the Data Protection Act (DPA) and Complaint ensuring that the Council’s policies, procedures and processes are followed.

· To provide financial, administrative and HR support and guidance to the Seafront Operations and Commercial teams and support the £19m+ turnover of the business.

· Collate and organize data for monitoring and business planning processes and monitor progress when implemented.

· Develop and maintain office systems to support the work of the Head of Seafront and senior managers and support teams. This involves the introduction of new systems, moving away from paper-based to electronic records management.

· As Team Information Manager and Complaints Officer for the Service Unit, deal with requests for information received under the FOIA/EIRs/DPA, which includes collating material and drafting responses to requests, which are often complex in nature and communicating with the Information Commissioner Office and Local Government Ombudsman. Ensuring the Council’s procedure for Complaints is followed through the stages in accordance with the set deadlines.

· Maintain, review and update compliance with Council policies, procedures and guidance and ensure relevant information is communicated effectively to staff at all levels, relevant service providers and elected Members of the Council

· Draft reports, letters, email response and various other ad-hoc correspondence on behalf of the Head of Seafront and senior managers, including generation of presentations and graphical representation of data often containing complex information.

· Monitor, maintain, produce and present performance monitoring information for the Head of Seafront and senior managers, interrogating systems and analyzing data as part of the process

· Carry out research as requested by the Head of Seafront and senior managers to support projects or deal with enquiries/complaints

· Co-ordinate report preparation and submission for the Service Unit, acting as focal point and advising managers and staff on the corporate framework and procedures

· Co-ordinate meetings and relevant documentation, ensuring agendas and minutes are produced and assigned actions are monitored/progress chased

· Super User for data within the Employee First system to have full access to update all employees records within the Service Unit. Following up with managers when actions are outstanding and providing support.

· Develop and maintain good working relationships with Directors, managers and officers and deal with their enquiries as well as those from elected Members, members of the public, government and other bodies

· Administer, maintain and prepare statistical and other similar information to support reporting requirements to relevant Council groups or officers and the Council’s website

· Responsible for monitoring staff absence for the Service Unit and providing advice & guidance for officers to ensure all records are up to date on E1st. Providing regular updates to Head of Seafront

· Keep abreast of developments relating to Access to Information and keep up to date with Information Commissioner Office and other guidance on good practice and standards.

· Complete regulatory returns for the Gambling Commission and HMRC for the Pier Arcade.

• Assist managers with the HR processes including recruitment, interviews, induction process, staff training, timesheets and disciplinary processes. Carry out DBS checks as necessary.

· Support the Seafront Operation and Commercial teams with the use of the debtor and creditors systems including managing the invoice process. Manage the end of year financial process for the operations team, consisting of a £19m+ business

· To carry out effective monitoring of income for the seafront to ensure financial regulations and audit requirements are adhered to. Particular attention should be given to the Pier Arcade

• To supervise and direct staff as necessary
• Provide assistance to the Beach Lodges manager
• Dealing with customer enquiries, using detailed knowledge of the seafront, tourism, museum and other tourism offers
• Assist the beach hut team in the administration of the site licences and casual beach stock
• Act as the main emergency contact for the seafront offices, including lost children
• Liaise with hoteliers over accommodation provided by the conference sector
• Monitor and replenish stock at all outlets with a particular focus on driving income

· To drive business growth and incomes through the development of new commercial activities and events and improve the visitor experience for all customers and clients.

· To build positive relationships with stakeholders, partners, service providers and customers, ensuring high levels of satisfaction and customer care. Following up and developing sales leads and responding swiftly to customer enquiries, reports and complaints.

· Assisting customers with all enquiries as required, using detailed knowledge of the seafront, conurbation, county, tourism, attractions, venues, and events as well as other tourism offers.

· Deliver high standards of customer focused service at our leisure attraction Smugglers Cove Adventure Golf, Bournemouth Tourist Information Centre, with the aim of driving income.

· Monitor and replenish stock at all outlets with a strong focus on meeting sales targets.

· Manage and resolve complaints and conflicts in line with set procedures.

· Assist the beach hut team in the administration of the beach hut licences and casual beach hut booking processes.

· Support and work with the Seafront Operations team and other council departments to ensure all council objectives, practices and policies are adhered to.

· Carry out site checks as well as daily/weekly defect checks and report all found issues for maintenance and repair.

· Ensure that all Resort Information sites are safe, clean, and presentable for all visitors and staff.

· Act as keyholder and ensure security of the Resort Information sites and associated areas by following correct procedures.

· Direct and supervise seasonal staff as required.

· To patrol and supervise designated areas of the seafront by advising of the Seafront byelaws where necessary and monitoring seafront third party contractors

· To assist in the direct day-to-day supervision of the seafront’s commercial activities (land trains, cliff lifts, car park, slipways and pier toll) by providing the services required, collecting payments and maximising income

· To ensure all essential equipment is always safely secured, kept sufficiently stocked and maintained to guarantee the continuity of seafront operations

· To assist in daily/weekly checks across the seafront to ensure all defects are reported for repair in a timely manner

· To ensure the security of the seafront and associated facilities by securing all areas in accordance with the laid down procedures

· To provide a helpful and courteous service to all members of the public by assisting with general enquiries where possible

· To comply with all Health and Safety policies and procedures

· To undertake any other duties from time to time commensurate with the grade and responsibilities of the post

• Monitored inventory levels routinely to avoid stock-outs or overstocking issues.
• Increased sales through suggestive selling techniques.
• Upheld company policies whilst interacting with customers to maintain brand reputation.
• Provided excellent customer service to ensure repeat business.
• Operated till systems smoothly, streamlining check-out process for customers.
• Dealt effectively with customer complaints, resolving issues professionally and amicably.
• Maintained a clean, organised workspace for the efficient operation of checkout area.
• Stocked shelves regularly for easy access to products by customers.
• Assisted in visual merchandising efforts, enhancing store appearance and attracting footfall.