Technical Support Officer – Waste Services

Job Description

Job Category : Interims
Location :London Borough of Hillingdon
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
salary: £118.44
Delivery of technical and core administrative support, and customer service support within the Waste Service, meeting performance targets and embedding a culture of “Putting our residents first” where continuous service improvement is maintained.

1. People Management

▪ No direct supervisory responsibility, however, may be required to assist in induction and training of peers and new employees.

2. Customer Management / Care

▪ Demonstrate understanding of the Council’s Customer Care Standards and ensure that these standards are met in order to deliver the Council’s vision of ‘putting our residents first’.

▪ Respond to customer queries by phone, email, and CRM systems, and escalate issues and messages to the technical managers and professional workers

▪ Commitment to the highest level of service delivery

▪ Learn from best practice and lead by example in the development of a customer focused team empowered to continually improve levels of service delivery through innovative and creative approaches to service improvement.

3. Operational Service Delivery

▪ To support the Waste Services team to investigate and respond to enquiries, service requests, and complaints.

▪ Responsible for delivering complex, routine, and emergency administrative tasks to ensure consistency in service delivery

▪ Deliver a skilled and flexible technical administration support service, and to react to peaks and troughs of work in both the customer contact and waste services teams.

▪ To work as part of a multi-disciplinary team responsible for meeting tight deadlines and committed to high standards of customer care

▪ Maintain an understanding of the operational workflow processes and linkage with the technical administrative support services

▪ Prioritise tasks assigned and escalate any gaps in resourcing to the line manager

▪ Escalate any operational issues to the line manager

▪ Ability to learn complex and specialised administrative tasks in a short space of time to meet changing service requirements

▪ To provide high quality technical specialist services administrative support to the customer contact and waste services teams

▪ To show flexibility in adapting to delivery of different functions at a variety of locations, to meet varying demands

1. QUALIFICATIONS
Minimum 5 GCSE level pass including maths and English, or equivalent
2. STATUTORY or ROLE SPECIFIC REQUIREMENTS
Prepared to work flexibly to meet the needs of the service, including with other teams and
other geographical locations, as and when required.
Maintain confidentiality at all times.
3. EXPERIENCE
Experience of supporting a multi-disciplinary teams with comprehensive technical administration services (including meeting arrangements, minute taking, and
database/system administration)
Experience of prioritising high volumes of work effectively and accurately, and to deal with routine matters on own initiative within deadlines
Experience of developing and maintaining good working relationships with clients, senior
colleagues and Members of the Council.
Experience of dealing sensitively with members of the public in a variety of situations
Experience in managing high volumes of work
effectively and accurately, and to deal with routine matters on own initiative within deadlines.
4. KNOWLEDGE & SKILLS
Excellent ICT skills including Word, Excel and Google Docs, and an understanding of case/data management systems
Understanding of Business Improvement (BID)
and its implications for the wider team
Ability to use financial systems i.e. Oracle
5. COMPETENCIES
“Can do” positive attitude
Committed to delivering the goals and priorities of the team and Service

Seeks to improve the Council’s service delivery

Optimistic and not easily discouraged

Positive about change and does not act as a barrier
Presents options for improvements Celebrates the team’s success
Takes responsibility and delivers results
Seeks to achieve and exceed targets, at, team and personal level

Ensures work is delivered on time and is of a good quality

Sets a positive example in the way they perform their role

Plans, prioritises and organises workload to meet deadlines
Team working
Builds effective relationships within and between teams, as appropriate

Shares ideas, knowledge & good practice with others

Works collaboratively with all colleagues and other agencies (where appropriate) to deliver improved services to service users and residents

Is supportive of others and appreciates their work Capable of putting the Council’s interest first
Is aware of the role members’, partners’ and stakeholders’
Communication
Easily expresses self and ideas.

Has the knowledge of and the ability to use technology

Listens, questions and clarifies to ensure full understanding

Adapts style to suit the needs of the audience
Customer Care
Raising service user and residents’ satisfaction is understood and is a commitment

Acts as an ambassador for LB Hillingdon- communicating consistent positive and realistic messages about the Council

Engages with the Council’s users, strives to understand and meet their needs and preferences