What we do

The SSC draws together a wide range of services – from HR and Finance through to IT and Procurement – in one central location at North Star House. In total, we offer seven main areas of service to the Research Councils:

Service Delivery and Contact Centre – keeping the customer satisfied

•   Over 90% of SSC personnel focus directly on customer service delivery
•   The team is split into two Divisions: Strategic Procurement and Service Delivery
•   Our Customer Contact Centre is committed to an excellent service and the rapid exchange of information

Strategic Procurement – a source of quality

•   Centralised procurement through a core team in Swindon complemented by regionally-based personnel
•   Close liaison with the Research Councils to deliver quality combined with savings
•   A new ERP solution, boosting productivity through online ordering and enhanced management information

Finance – taking account of business

•   Working in partnership with the Research Councils’ retained finance functions
•   Basic accounting and reporting, transaction processing, query resolution and technical advice
•   Information processing, management of routine processes and a Finance Helpdesk

Grants Processing – a service that is never taken for granted

•   Currently under development, this service will support the Research Councils in delivering grants, fellowships and studentships
•   Expert grants processing, including a service desk to respond to queries
•   Frees the Research Councils to focus on more direct, research-related activities

Payroll – making payments but reducing costs

•   Delivered using the payroll application and operated in-house from the SSC
•   The Payroll Review identified this approach as the most cost-effective option
•   The service is designed to deliver savings whilst also improving efficiency, quality and management information

Human Resources – delivering the personnel approach

•   The SSC team works closely with the retained HR teams, who remain responsible for certain activities
•   The provision of first line advisory services to all Council employees
•   Transaction processing and support services to the wider HR community across the Councils’ institutes

IT and Communications (iTC) – keeping people in touch

•   A full range of IT and telephony services for the Research Council HQs in Swindon and Bristol
•   Advanced software systems to support both the SSC and Research Council users
•   Responsibility for the operation and support of the cross-Council Je-S system

All initial enquiries pass through a contact centre, which will resolve many of the queries raised. The job functions then range from assistant/administrative roles through to specialists and analysts.