Triage and Performance Officer

Hillingdon Council; City Of London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Flexible Working Hours

36 Hour Week

Generous Holiday Entitlement

Hillingdon Sports & Leisure discounts

Salary Sacrifice Schemes

Cycle to Work

Job summary

Hillingdon Council is seeking a proactive Triage & Performance Officer for maternity cover to support Public Protection, Community Safety and Enforcement Services. You will handle ASB, nuisance and environmental protection cases, provide expert guidance and help ensure performance targets are met.

You will work across internal departments and with partners, maintaining accurate records, and contribute to data analysis to inform service improvements while upholding GDPR and data protection

Qualifications

• Experience handling complex enquiries and delivering excellent customer service.
• Ability to explain technical or regulatory information clearly.
• Good organisational skills and attention to detail, particularly in record keeping and data management.
• Ability to analyse information and contribute to performance monitoring and reporting.

Responsibilities

• Analysing, interpreting and responding to service enquiries across multiple channels.
• Providing timely, accurate and joined-up advice to residents, businesses, colleagues and partners.
• Monitoring, assessing and progressing complaints and service requests, including gathering evidence and making referrals where appropriate.
• Supporting enforcement activity, including drafting legal notices and maintaining accurate case records.
• Collating and maintaining up-to-date records, registers and data systems.
• Supporting data analysis to identify trends in ASB and environmental issues and inform service improvements.
• Assisting with case management systems, web content and self-service tools.
• Supporting project work, committee and hearing preparation, and policy development.
• Ensuring compliance with GDPR, data protection and corporate procedures.
• Supporting emergency planning and business continuity activity when required.

Skills

Customer service excellence

Analytical skills

Strong communication

Record keeping/data management

Problem solving

Job description

About the role Maternity Cover | Up to 12 months

We are looking for a proactive and detail-focused Triage & Performance Officer to join our Public Protection, Community Safety and Enforcement Services. This is a key role supporting the delivery of high-quality, customer-focused services to residents, businesses and elected members.

You will provide technical support across a range of service areas, helping ensure performance standards and targets are met while contributing to safer, cleaner communities across the borough.

You will undertake a range of desk-based duties relating to antisocial behaviour (ASB), nuisance and environmental protection. You will act as a first point of contact, providing clear advice and guidance, progressing cases and supporting enforcement activity in line with legislation, including the Antisocial Behaviour, Crime and Policing Act 2014.

• Analysing, interpreting and responding to service enquiries across multiple channels
• Providing timely, accurate and joined-up advice to residents, businesses, colleagues and partners
• Monitoring, assessing and progressing complaints and service requests, including gathering evidence and making referrals where appropriate
• Supporting enforcement activity, including drafting legal notices and maintaining accurate case records
• Collating and maintaining up-to-date records, registers and data systems
• Supporting data analysis to identify trends in ASB and environmental issues and inform service improvements
• Assisting with case management systems, web content and self-service tools
• Supporting project work, committee and hearing preparation, and policy development
• Ensuring compliance with GDPR, data protection and corporate procedures
• Supporting emergency planning and business continuity activity when required

You will also play a key role in maintaining effective communication with residents, elected members and partners, ensuring updates are clear, timely and professional.

About You

We are looking for someone who is organised, analytical and committed to delivering high-quality public services. You will be confident managing a varied workload and working in a fast-paced environment.

You will have:

• Experience handling complex enquiries and delivering excellent customer service
• Strong communication skills, with the ability to explain technical or regulatory information clearly
• Good organisational skills and attention to detail, particularly in record keeping and data management
• The ability to analyse information and contribute to performance monitoring and reporting
• An understanding of, or interest in, ASB, environmental protection or enforcement services
• A proactive approach to problem-solving and continuous improvement
• The ability to work independently and as part of a team

Additional Information

You will work closely with a wide range of internal departments and external partners, including agencies such as the Environment Agency, police, fire services, health partners and social landlords.

This role requires flexibility and a willingness to support emergency response and business continuity activity when needed.

About us

We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.

Here’s a comprehensive overview of the fantastic benefits we provide:

• Flexible Working Hours - We recognise the importance of flexibility in managing your work and personal life.
• 36 Hour Week - Enjoy a standard 36-hour workweek for all full time staff.
• Generous Holiday Entitlement - increasing with length of service (for non-casual roles).
• Hillingdon Sports & Leisure - Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
• Salary Sacrifice Schemes - option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
• Cycle to Work - Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
• Local Government Pension Scheme - access to Local Government Pension Scheme and membership to the Credit Union.
• Perkbox Benefits - Access a variety of offers and discounts through our Perkbox Benefits.
• Mental Health Support and Counselling Services - Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
• Travel Support - Make your daily commute easier with our season ticket loans and free car parking.
• Trade Union Membership - The Council recognises UNISON, Unite, AEP and GMB and supports employees' freedom of choice in relation to trade union membership.

Equity, Diversity and Inclusion Statement

At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.

The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.

Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.

Recruitment Information

Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a 'per application' basis.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.

Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre-employment screening:

• 2 years of Referencing

Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.