Technical and Support Officers

Durham County Council; North East; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Durham County Council is seeking two Technical & Support Officers to join the fast-paced Technical & Support Team. The role will support critical systems across Revenues and Benefits, Payments, Income & Support, and Finance & HR Services, delivering training and expert technical support.

You will test enhancements, improve service efficiency, manage key systems, and produce management information while driving continuous improvement.

Qualifications

• Educated to NVQ Level 3 or equivalent.
• IRRV, training or assessor qualifications are advantageous.
• Occasional attendance at the office beyond normal pattern may be required.
• Experience in Revenues and Benefits or financial services support.
• Strong ICT skills and confidence with complex systems.

Responsibilities

• Testing and implementing system enhancements, upgrades and software releases.
• Identifying opportunities to maximise the use of technology and improve service efficiency.
• Managing and supporting key Revenues and Benefits and Financial Services systems.
• Producing statistical returns, management information and performance reports.
• Supporting service improvement projects and business change initiatives.
• Representing the Council at Council Tax tribunals.
• Carrying out quality assurance reviews and helping to drive continuous improvement.
• Designing, coordinating and delivering technical and legislative training.
• Developing and maintaining guidance, procedures and training materials.
• Liaising with software suppliers and stakeholders to support service development.

Skills

ICT skills

Microsoft 365

Analytical skills

Communication skills

Problem solving

Customer service

Education

NVQ Level 3 or equivalent

IRRV qualification

Training or assessor qualifications

Tools

Revenues & Benefits software

Finance systems

Job description

Do you have a passion for improving services, solving problems and making the most of technology? If so, we want to hear from you!

We're seeking two motivated and skilled Technical & Support Officers to join our fast-paced and diverse Technical & Support Team. This is an excellent opportunity to play a key role in supporting critical systems, driving service improvements, delivering specialist training and providing expert technical support across Transactional and Customer Services.

WHAT IS INVOLVED?

The Technical & Support Team delivers a wide range of specialist support functions across Assessment & Awards, Payments, Income & Support Teams, and Finance & HR Services. As a Technical and Support Officer, you'll be part of a team that supports the effective delivery of essential services to both internal and external customers.

• Testing and implementing system enhancements, upgrades and software releases.
• Identifying opportunities to maximise the use of technology and improve service efficiency.
• Managing and supporting key Revenues and Benefits and Financial Services systems.
• Producing statistical returns, management information and performance reports.
• Supporting service improvement projects and business change initiatives.
• Representing the Council at Council Tax tribunals.
• Carrying out quality assurance reviews and helping to drive continuous improvement.
• Designing, coordinating and delivering technical and legislative training.
• Developing and maintaining guidance, procedures and training materials.
• Liaising with software suppliers and stakeholders to support service development.

No two days are the same, and you will have the opportunity to influence how services develop and improve in the future.

We encourage you to contact Craig Sheldon via email at [e-mail] to arrange an informal discussion about the role.

WHAT WILL I NEED?

You will be educated to NVQ Level 3 or equivalent.

Relevant professional qualifications such as IRRV, training or assessor qualifications are not essential but would be advantageous.

Please note that occasional attendance at the office beyond your normal working pattern may be required to meet business needs. There may also be occasions where work is required outside of normal office hours, including evenings and weekends.

We are looking for someone who can bring:

• Substantial experience within a Revenues and Benefits environment and/or a financial services support environment.
• A detailed knowledge of Revenues and Benefits and/or financial legislation and practice.
• Excellent ICT skills and confidence working with complex systems and Microsoft 365 apps.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• The ability to manage conflicting priorities and deliver high-quality work to tight deadlines.
• Experience of introducing new systems, processes or ways of working.
• A proactive and flexible approach with a strong commitment to customer service.

Please refer to the attached Person Specification for the full criteria.

If successful, you will be required to apply for a Basic Disclosure.

INTERVIEWS

Interviews will be held week commencing 14th September 2026.

We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.

OUR OFFER TO YOU

We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable. Explore the full range of rewards and benefits on our website.

Rewards and benefits are subject to individual terms and conditions.

EQUALITY, DIVERSITY, AND INCLUSION

We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled and neurodivergent people and offer support throughout the recruitment process.