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Interchange Support Officer

Reference number
HLNY Interchange support officer
North East
Sub location
North Yorkshire
Administration / Support
Employment type
Full Time
Hourly Rate Bands

Position Overview

This is an exciting opportunity to take on a new role in HLNY Community Rehabilitation Company.    Interchange Support Officer is an organised and highly motivated individual, working alongside and in support of their Interchange Managers to assist with business critical tasks.  The role is a permanent full time positions, and will be based in either Scarborough, York or Harrogate, with an expectation of travel where required.  They will be central to supporting the effective implementation of the Interchange Model, and key responsibilities will include management and co-ordination of estates, health and safety and scheduling of interventions.

Closing Date:  Friday 22nd December 2018


To Apply


Click apply for this job below - please include your CV and an expression of Interest on no more than 2 sides of A4 demonstrating your suitability for the role using the person specification within the job description. 

For more details please contact Sandra Chatters, Community Director, North Yorkshire, HLNY CRC. Tel no. 07712416921



Job description

Job Title:         Interchange Support Officer

Reference:      HLNYISO

Pay Band:      3 (£22,039)

Location:        To be agreed – North Yorkshire.

Reports to:     Interchange Manager


Personal characteristics:

We are looking for motivated and engaging people who are detailed conscious, problem solvers and determined to sort things out.
You will be personable and have excellent communication skills.   You’ll be very organised and prepared to chase things and never want to give up. We want you to always be on the lookout for how we can do things better and differently and you’ll be prepared to feedback ideas and solutions. 


Main purpose of post:

To support the delivery of the Interchange Model by supporting local Community Rehabilitation Companies (CRC) Interchange Managers and Community Payback Managers by undertaking a number of practical and organisational tasks within a number of local CRC delivery offices.

To support the strategy to enable rehabilitation across the Community Rehabilitation Companies (CRCs) to reduce reoffending through the Interchange Model and making a vital contribution to delivering better outcomes for managers, staff and service users.

This post will support a number of different offices and regular travel to each site will be required to effectively deliver the objectives of this role.


Whilst this post will be line managed by an individual Interchange Manager within each CRC cluster area they will support all local managers and on a day to day basis tasks and direction will be provided by the local CRC managers that this post will support.


Key responsibilities:

A proactive administrator with responsibility for completing key administration tasks to ensure that Service Level Agreements (SLAs) are achieved and the following auditable processes and systems are accurately maintained:


·     Record, report and resolved estates, property and facilities-related queries, via phone, email and in person, ensuring prompt response and managing expectations effectively, liaising with the Head of Estates’ team where escalation is required.

·         Manage the office consumable and stationery, including ordering items and ensuring that goods delivered match those ordered to enable local managers to confidently authorised invoices for payment, using the agreed procurement framework contracts / preferred provider lists.

·         Support local managers during recruitment and induction processes, liaising with the PSC HR / L&D team, and ensuring that equipment and materials are in place for the delivery of interviews, induction and training sessions.

·         To liaise with IT business partners and the IT infrastructure provider to escalate and resolve issues with IT hardware for staff, including new starter equipment and the collection of equipment for staff leavers.

·         Support local managers during office moves and office reorganisations by providing practical support for example organising and scheduling removals, ordering and disposing of furniture etc.

·         Support local managers in the organising of team meetings, events and training by booking rooms, managing invites and ensuring that all equipment is available.

·         Monitor the non-attendance at training events, liaising with the PSC L&D team / L&D Business Partners to ensure that local managers are aware of non-attendees.

·         Schedule, monitor and record health and safety weekly / monthly checks, including first aid boxes, fire alarm tests, office inspections etc. and alert local managers where checks are overdue or have not been undertaken.

·         To ensure changes are made to systems and processes which lead to long term improvements and prevent repeatable issues and obstacles arising.

·         Any other task or responsibility reasonably requested which is commensurate with the grade and role and ensures the smooth running of the office and management role.

Operational planning and management:

·         Plan and prioritise workload, using own initiative to prioritise work to meet deadlines and targets

·         Demonstrate attention to detail and ensure tasks are managed in a timely manner following policy and procedures

·         React quickly and demonstrate a flexible approach to changes in plans and work schedules to ensure SLAs are achieved

·         Ensure all work is completed to meet legal and contractual obligations

·         Ensure awareness of the confidential nature of the work and follow appropriate policies and procedures

·         Demonstrate awareness of the company’s commitment to children and adult safeguarding duties, adhering to national and local policy and practice guidance promoting the welfare of children and adults, and alerting relevant colleagues and stakeholders should any risk be identified

·         Participate and engage in training that reflects learning in work practices

·         Perform other duties commensurate with the post as from time to time may be determined by the line manager, or above

·         Work flexible hours within the remit of personal contracts or agreed variations, subject to exigencies of the service


Finance and commercial:

·         Ensure own work is completed, and support colleagues to ensure SLAs are achieved through the recording of information and completion of work in a timely manner

·         As a member of the PSC team work proactively to understand and ensure that the performance quality standards are met


Decision making:

·         Prioritise own work to achieve performance targets and support the team manager to ensure continuous improvement and innovation

·         Use judgement and initiative whilst exercising all duties, escalating to line manager, or above, any areas of concern

·         Use professional judgement to assess and manage risk, escalating appropriately with auditable evidence in place should any situation arise that does, or may, involve conflict with, or breach of any civil or criminal law



·         Foster and encourage positive working relationships with all internal and external stakeholders, including PSC colleagues, CRC and HQ teams

·         Collaborate with others to maximise opportunities, solve problems and improve ways of working 






Equality and diversity:

·         Participate and engage in equality and diversity training reflecting learning in working practices

·         Work to eliminate discrimination, harassment and victimisation

·         Ensure best practice and company policies and procedures are followed to achieve contract requirements


Quality/Health and Safety/Environment:

·         Be actively aware and follow the company Quality, Safety, Health and Environment (QSHE) policies, procedures and personal responsibilities as set out in these documents

·         Attend all QSHE mandatory training as requested

·         Ensure compliance with Health and Safety (H&S) policy and procedures to take reasonable care for your own health and safety, and for that of others who may reasonably be expected to be affected by your action or inaction

·         Where relevant use recognised incident reporting processes to escalate risks as stated in the H&S policy and arrangements


Policies and procedures:

·         Be actively aware and follow all company policies, procedures and personal responsibilities as set out in these documents

·         Be aware and follow any legal obligations as required for the post



Person specification





Professional qualifications, education and training

-   GCSE Grade C or NVQ 2 in English

-   GCSE Grade C or NVQ 2 in Mathematics

-   Or equivalent educational level

-   NVQ (level 3) in business administration or equivalent



Relevant experience

-   Previous administration experience in the business function

-   Experience of maintaining clear and accurate records

-   Experience working within a fast paced environment



Relevant skills/knowledge

Demonstrates the following skills:

-   Excellent communication and customer service skills

-   Working knowledge of Microsoft Office applications

-   Working knowledge of functional processes and systems

-   Ability to work on own initiative

-   Ability to prioritise own work effectively and adapt to meet different demands

-   Work to tight deadlines

-   Attention to detail and able to identify inaccuracies effectively

-   Ability to manage confidential data in a professional and sensitive way with a basic understanding of the Data Protection Act

-   Good interpersonal skills, and able communicate to staff and customers on all levels

-   Ability to recognise areas for continuous improvement, make recommendations and implement

-   Proactive approach with a ‘can-do’ attitude

-   Flexible in approach with the ability to adapt to change or changing deadlines



Core competencies (to be aligned with Interserve Group competencies)



Values and behaviours

· Upholds organisational values

· Behavioural competencies to follow








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