Triage & Performance Analysis Officer

London Borough of Hillingdon; Greater London; On-site; GBP 42,000 - 55,000; Full time

Benefits offered by this job

Flexible working hours

36 hour week

Generous holiday entitlement

Local Government Pension Scheme

Perkbox benefits

Cycle to work

Travel support

Job summary

London Borough of Hillingdon is seeking a Senior Performance & Triage Officer to lead the triage function within Public Protection, Enforcement and Community Safety. You will supervise staff, analyse performance data and guide complex enquiries while ensuring statutory requirements are met.

You will collaborate with internal teams and external partners, contribute to policy development and support emergency planning as part of a proactive, customer-focused service.

Qualifications

• Experience in enforcement, community safety or regulatory services within the public sector.
• Experience supervising staff and managing workloads.
• Strong knowledge of case management processes and customer service delivery.
• Excellent analytical skills with ability to interpret data and identify trends.
• Experience handling complex enquiries, complaints or casework.
• Strong communication skills with residents, elected members, partners and colleagues.
• Ability to manage competing priorities and meet deadlines.
• Good understanding of data protection and confidentiality.

Responsibilities

• Lead and supervise the day-to-day operation of the triage function, ensuring cases are assessed and allocated appropriately.
• Manage and support Triage Support Officers, including coaching, training and performance development.
• Assess and respond to complex enquiries relating to anti-social behaviour, environmental protection and community safety.
• Provide clear advice and guidance to residents, businesses, elected members and partner organisations.
• Support enforcement activity, including the preparation of notices, witness statements and court documentation.
• Monitor service requests, workloads and case progression to ensure statutory requirements and service standards are met.
• Produce management information, performance reports and intelligence to support service planning and operational decision-making.
• Analyse trends and performance data to help target resources and improve outcomes.
• Support the development of policies, procedures, digital systems and self-service tools.
• Assist with committee reports, working groups, projects and service improvement initiatives.
• Work collaboratively with internal teams and external partners to support effective service delivery.
• Contribute to emergency planning, business continuity and incident response activities when required.

Job description

Help Shape Safer Communities Across Hillingdon

About the role

Are you an experienced enforcement, regulatory or community safety professional with strong analytical skills and a passion for delivering excellent public services? Do you thrive in a fast-paced environment where effective triage, performance management and customer service can make a real difference to local communities?

Hillingdon Council is seeking a Senior Performance & Triage Officer to play a key role within our Public Protection, Enforcement and Community Safety Service. This is an exciting opportunity to combine leadership, performance management and investigative work while supporting services that help keep our communities safe, clean and resilient.

Working across a broad range of anti-social behaviour, environmental protection and enforcement matters, you will help ensure cases are assessed, allocated and progressed effectively while supporting continuous service improvement.

As a Senior Performance & Triage Officer, you will supervise the delivery of the service's triage and technical support functions, ensuring customer enquiries, complaints and case referrals are managed efficiently and in accordance with legislative requirements, service standards and performance targets.

You will oversee the allocation and progression of cases across Public Protection, Enforcement and Community Safety functions while supporting investigations, performance monitoring and enforcement activities.

You will

• Lead and supervise the day-to-day operation of the triage function, ensuring cases are assessed and allocated appropriately.
• Manage and support Triage Support Officers, including coaching, training and performance development.
• Assess and respond to complex enquiries relating to anti-social behaviour, environmental protection and community safety.
• Provide clear advice and guidance to residents, businesses, elected members and partner organisations.
• Support enforcement activity, including the preparation of notices, witness statements and court documentation.
• Monitor service requests, workloads and case progression to ensure statutory requirements and service standards are met.
• Produce management information, performance reports and intelligence to support service planning and operational decision-making.
• Analyse trends and performance data to help target resources and improve outcomes.
• Support the development of policies, procedures, digital systems and self-service tools.
• Assist with committee reports, working groups, projects and service improvement initiatives.
• Work collaboratively with internal teams and external partners to support effective service delivery.
• Contribute to emergency planning, business continuity and incident response activities when required.

About You

We're looking for a highly organised and motivated professional who can combine strong customer service skills with analytical thinking, technical knowledge and leadership capability.

You will have:

• Experience working within enforcement, community safety, environmental protection, regulatory services or a similar public sector environment.
• Experience supervising or supporting staff and managing workloads.
• Strong knowledge of case management processes and customer service delivery.
• Excellent analytical skills and the ability to interpret data, identify trends and produce meaningful reports.
• Experience handling complex enquiries, complaints or casework.
• Strong communication skills with the ability to engage effectively with residents, elected members, partners and colleagues.
• The ability to manage competing priorities and meet demanding deadlines.
• Experience preparing reports, notices, statements or other formal documentation.
• Good understanding of data protection and confidentiality requirements.
• Strong organisational and problem-solving skills with a commitment to continuous improvement.

Experience within anti-social behaviour, environmental enforcement, public protection or community safety services would be particularly advantageous.

Why Join Hillingdon?

At Hillingdon, we're committed to putting residents first and delivering high-quality services that help create safer, cleaner and stronger communities.

This role offers a unique opportunity to contribute to a wide range of regulatory and community safety functions while helping to shape service performance and support frontline enforcement activity.

In return, we offer

• A varied and rewarding role with real community impact.
• Opportunities for professional development and career progression.
• A supportive and collaborative team environment.
• Flexible working arrangements where service needs allow.
• Generous annual leave entitlement.
• Membership of the Local Government Pension Scheme.
• Access to a range of employee wellbeing and benefits programmes.

About You

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:

• Basic DBS Check
• 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.