Technical Support Officer

Leeds City Council; Leeds; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A local authority in the UK seeks a motivated candidate to join the Damp and Mould Team, providing operational support and liaising between customers and service providers. Responsibilities include resolving issues, maintaining correspondence records, and supporting various service areas. The ideal candidate should have excellent customer service skills, efficient record-keeping abilities, and proficiency in Microsoft Office applications. Flexible working arrangements are provided along with a competitive salary.

Benefits

Competitive salary

Membership of the West Yorkshire Pension Fund

Flexible working arrangements

Qualifications

• Experience dealing with queries from a wide range of people.
• Experience working in social housing.
• Good understanding of best practice in customer relation procedures.

Responsibilities

• Provide operational support to the Damp and Mould Service.
• Act as frontline interface to ensure problems are resolved.
• Investigate and gather information related to the service.

Skills

High quality customer service

Accurate record keeping and data inputting

Excellent IT skills, including Microsoft Excel and Word

Ability to communicate effectively

Tools

Microsoft Excel

Microsoft Word

Job description

This is an exciting opportunity for a motivated, reliable, and hardworking candidate to join the Damp and Mould Team within Property and Contracts. You will provide operational support to the service and liaison between customers, service providers and internal teams. Frontline interface for the service to ensure that problems and issues are addressed and resolved promptly, informally and with satisfactory, customer focused outcomes. You will take ownership of individual enquiries and tasks and monitor completion through to satisfactory resolution including taking corrective action as required. You will accurately record correspondence within council systems and to work with external and internal partner's in-order to develop appropriate solutions/responses to service-related issues. You will support the Disrepair Service by undertaking high quality administrative services as required. We are looking for someone who will ensure that high levels of efficiency, cost effectiveness and quality, To provide operational support to the service and liaison between customers, service providers and internal teams. Frontline interface for the service to ensure that problems and issues are addressed and resolved promptly, informally and with satisfactory, customer focused outcomes. To investigate and gather information in relation to the service, including dealing face to face with stakeholders and to provide accurate reports/responses in relation to findings. To take ownership of individual enquiries and tasks and monitor completion through to satisfactory resolution including taking corrective action as required. To accurately record correspondence within council systems and to work with external and internal partners in-order to develop appropriate solutions/responses to service-related issues. To support the Disrepair, Voids, Responsive and Planned service areas by undertaking high quality administrative services as required. Responsibilities

Key Responsibilities

• Provide operational support to the Damp and Mould Service and liaise between customers, service providers, and internal teams.
• Act as frontline interface to ensure problems and issues are quickly addressed and resolved with satisfactory, customer-focused outcomes.
• Take ownership of individual enquiries and tasks, monitoring completion through to satisfactory resolution, including taking corrective action as required.
• Accurately record correspondence within council systems and work with internal and external partners to develop appropriate solutions/responses to service-related issues.
• Support the Disrepair Service by undertaking high-quality administrative services as required.
• Investigate and gather information related to the service, including face-to-face stakeholder engagement, and provide accurate reports/responses in relation to findings.
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events.
• Be aware of and comply with Leeds City Council policies and procedures (child protection, health and safety, security, confidentiality, and data protection), reporting all concerns to an appropriate person.
• Support equality and diversity for all working in an anti-discriminatory manner, upholding Leeds City Council values and standards.
• Recognise and challenge incidents of racism, bullying, harassment, victimisation, and any abuse of equal opportunities, ensuring compliance with policies and procedures.
• Commit to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon.
• Work in accordance with Leeds City Council Health and Safety Policies.
• Be flexible and adaptable to assist other services as required, commensurate to grade.
• Participate in appraisal, training, and development activities.

Technical and Functional Skills

• High quality customer service.
• Accurate record keeping and data inputting.
• Ability to work in a busy environment.
• Excellent IT skills, including Microsoft Excel and Word.
• Prioritise workloads effectively within an agreed budget.
• Support delivery of service plans and ensure continuous and ongoing innovation and improvement of the service, aligned with council objectives.
• Work flexible office cover from 8:00am to 5:00pm as required.
• Demonstrate competence in IT systems and internal ICT systems.
• Ability to communicate effectively, verbally and in writing, with a wide range of people.
• Plan and prioritise work for other team members.
• Monitor progress of complex issues and take appropriate action to Escalate to nominated people.
• Develop and maintain relationships with stakeholders.
• Analyse and interpret information, provide summary reports.
• Coordinate and manage small and non-complicated projects.
• Enter/retrieve data into information systems accurately.
• Display a responsible and co-operative attitude towards working towards service aims.

Knowledge and Experience

• Good understanding of best practice in customer relation procedures.
• Knowledge of social housing issues affecting the sector.
• Knowledge of landlord and tenant responsibilities in housing repairs and improvements.
• Understanding of the local political environment.
• Knowledge of general office procedures and practices.
• Information governance procedures and secure handling of personal data.
• Relevant financial regulations.
• Experience dealing with queries from a wide range of people.
• Experience working in partnership with others to deliver work to set deadlines.
• Experience providing customer-focussed services.
• Experience participating in teams and working on own initiative.
• Experience using Microsoft applications.
• Experience contributing to service reviews.
• Experience analysing basic information to identify common trends.
• Experience working as part of a busy team.
• Experience working in asset management/repair related functions.
• Experience working with customers in a busy frontline service.
• Experience working in social housing.
• Desirable: behavioural and other characteristics as outlined (not mandatory, may distinguish candidates).

Recruitment Criteria

• Must have the right to work in the UK (UK or Irish citizen, EU Settlement Scheme, or other relevant work visa).
• Eligibility for sponsorship under Skilled Worker visa route if salary meets £41,700 per year or other criteria.

Benefits and Working Conditions

• Competitive salary and annual leave entitlement plus statutory holidays.
• Membership of the West Yorkshire Pension Fund with generous employer contributions.
• Flexible and hybrid working arrangements subject to service requirements.
• A clear career pathway and continuing professional development opportunities.
• A range of staff benefits to help boost wellbeing and make money go further.