Divisional Technical Support Officer - FLK14627

Falkirk Council

Grangemouth

On-site

GBP 26,000 - 34,000

Full time

6 days ago

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Benefits offered by this job

Local Authority pension scheme

27 days annual leave (+8 holidays)

Job summary

Falkirk Council is recruiting a Divisional Technical Support Officer within the Building Maintenance Division to oversee technical assistance requests, determine customer needs, and process service requests through to work instructions. You will liaise with external providers, check payments, and ensure works meet specifications.

A full driving licence and ability to travel within the Falkirk area are required.

Qualifications

Strong organisational and prioritisation skills.
Excellent communication and customer service skills.
Ability to analyse information, solve problems and make sound decisions.
Strong attention to detail and maintain accurate records.

Responsibilities

Respond to requests for technical assistance from the public, staff, councillors and emergency services.
Determine customer requirements and process service requests through to work instructions.
Make decisions on housing repair and contract work based on onsite observations and information received.
Liaise with external service providers and ensure works meet specifications.
Check and authorise payments and perform quality spot checks.
Conduct customer satisfaction surveys and report findings.
Investigate and report on complaints from Members or the public.
Request technical appraisals and liaise with relevant staff to obtain assessments.

Skills

Organisational skills

Communication skills

Problem solving

Attention to detail

MS Office

Customer service

Team work

Driving licence

Tools

Microsoft Office

Job description

Job Advert

We want your future to become part of ours.

Falkirk Council is a council of the future. A community of over 7,000 employees striving to create better lives for all of our residents.

Come join us.

Could you be our next Divisional Technical Support Officer within our Building Maintenance Division?

In this role you will:

Respond to requests for technical assistance from members of the public, council staff, councillors and emergency services.
Use working knowledge of Council Services to ascertain the exact requirements of the customer to ensure delivery of appropriate services, processing service requests through to work instruction.
Make decisions on all aspects of housing repair and contract related work based on observations made onsite and from information received.
Liaise with and inspect work carried out by external service providers, managed by our Building Maintenance Division, taking appropriate action to ensure all works are completed on target and within specification. Also, liaise with outside agencies i.e. Scottish Gas, Scottish Power, Fire and Rescue Service etc.
Check and authorise payments, undertaking spot checks to determine progress and ensure work quality is acceptable.
Carry out customer satisfaction surveys to assess the level of customer satisfaction with service provision.
Investigate and report on complaints and enquiries from, for example, Elected Members or Members of the public to enable relevant Building Operations Sectional Officer to investigate appropriate action as necessary.
Request Technical Appraisals of complex maintenance problems and to liaise, as required, with appropriate staff from other Services to ensure that comprehensive assessments and recommendations are received and actioned.

Requirements

What we are looking for

The ideal person for this role will be organised, customer-focused and able to manage a varied workload in a fast-paced environment. You will be confident communicating with tenants, contractors, colleagues and external agencies, and capable of using your initiative to resolve issues and deliver excellent customer service.

You will have:

Strong organisational and prioritisation skills, with the ability to manage competing demands and deadlines.
Excellent communication and customer service skills, with a professional and approachable manner.
The ability to analyse information, solve problems and make sound decisions.
Strong attention to detail and a commitment to maintaining accurate records and reports.
Experience using Microsoft Office applications and other digital systems.
Experience working in a customer-facing or service delivery environment.
The ability to work independently and as part of a team.
A proactive approach to building positive working relationships with colleagues, contractors and partner organisations.
A commitment to delivering high quality services and achieving positive outcomes for customers.
A full driving licence and the ability to travel throughout the Falkirk area.

Sounds like you? Great.

View our job profile attached for more information on what could be your next job.

Why work with us?

At Falkirk Council, we strive to create positive change in our community by empowering our people to make a difference. We are a team-oriented, purpose-driven organisation focused on creating positive change. Be a part of something bigger, be part of our future, and come work with us.

We are looking for people who share our values and want to make a real impact in our communities. Our values: Responsive, Innovative, Trusted, and Ambitious (RITA) shape everything we do.

Responsive: We embrace technology and modern ways of working to deliver services that meet customer needs every day.
Innovative: We celebrate creativity and learning to inspire new solutions that make Falkirk a great place to live, learn, work, and visit.
Trusted: We remove barriers and empower people with the skills to lead independent, fulfilling lives.
Ambitious: We work together to create sustainable services that make a lasting difference.

Falkirk Council values diversity and welcomes applications from all backgrounds.

What we can offer you.

As a Falkirk Council employee, you'll enjoy a range of flexible benefits