Triage and Performance Officer

London Borough of Hillingdon; Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible Working Hours

36 Hour Week

Generous Holiday Entitlement

Perkbox Benefits

Local Government Pension Scheme

Travel Support

Cycle to Work

Job summary

London Borough of Hillingdon is seeking a proactive Triage & Performance Officer on a maternity-cover basis (up to 12 months). You will support Public Protection, Community Safety and Enforcement Services, delivering high-quality, customer-focused services to residents, businesses and elected members.

You will analyse inquiries, provide timely advice, progress complaints, assist enforcement activities, and ensure data quality and GDPR compliance in a fast-paced environment.

Qualifications

• We are seeking an organized and analytical candidate with a proactive approach.
• Ability to manage a varied workload in a fast-paced public sector environment.
• Good communication skills for residents, businesses and colleagues.

Responsibilities

• Analyse, interpret and respond to service enquiries across channels.
• Provide accurate advice to residents, businesses, colleagues and partners.
• Progress complaints and service requests, gather evidence and refer as needed.
• Draft legal notices and maintain case records for enforcement activity.
• Maintain up-to-date records, registers and data systems.
• Support data analysis to identify ASB and environmental trends and improvements.
• Assist with case management systems, web content and self-service tools.
• Support project work, committee and hearing preparation and policy development.
• Ensure GDPR, data protection and corporate procedures compliance.
• Support emergency planning and business continuity activities.

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.

Key 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

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.

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.

Benefits

• 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

Please note: 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.

It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.