Job title: Deputy Technical Support Officer
Salary: C1 £28,598 - £31,022
Hours: 37
Contract: Permanent full time
Location: Merrion House
As a Deputy Technical Support Officer you’ll thrive on working in a lead role within the Highways Accident & Damage Recharge Team. You will:
- Have strong administration skills in managing priorities across a live case load, with an ability to manage your own busy portfolio
- Raise invoices and build strong relationships with our partners in Finance and our external stakeholders.
- Provide direct support to the Team Leader through Quality Assurance checks and performance reporting.
- Complete forms and documentation accurately within a dedicated case management system
- Deal with enquiries from the public and insurance companies with confidence via email and telephone
It’s not about what you can do, it’s all of us doing the best we can working for Leeds City Council.
Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
About you
As a Deputy Technical Support Officer, you will excel at:
- Working collaboratively with key sections across the service, contributing to the overall success of the team.
- An ability to work on your own and use your initiative to adhere to KPIs.
- Utilising high numeracy and literacy skills and the ability to deal with complex tasks with support.
- Understanding the importance of providing excellent customer service, and experience of dealing positively with challenging situations.
- Confidently administering an income-focused process, with excellent attention to detail.
- Using service-specific applications as well as standard IT programmes in a modern office environment.
About the role
Join our dedicated Highways Accident & Damage Recharge Team based at Merrion House, where your focus will be on recovering costs incurred due to damage to public assets caused mostly by road traffic collisions.
As a Deputy Technical Support Officer, you’ll be part of a small, dynamic team responsible for managing the full lifecycle of income recovery cases—from initial investigation through to final settlement. This role requires strong skills in investigation, negotiation, and partnership building, as well as the ability to work independently with minimal supervision.
You’ll be confident in engaging with insurance companies and claims handlers, demonstrating resilience and professionalism under scrutiny and challenge. In addition to managing your own caseload, you’ll play a key role in supporting team performance through quality assurance and high-quality performance reporting.
Initially, the role will be based full-time at Merrion House. Once training is complete and you’re fully embedded in the role, flexible hybrid working arrangements will be introduced.
What we offer you
We take pride in offering the best employee experience, with benefits including:
- a 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 you boost your wellbeing and make your money go further
How to apply
Please complete the online application form.
Please upload your CV and complete a personal statement of no more than 500 words
Read our guidancefor further advice. Please check your information carefully and ensure you complete all sections before submitting your application.
If you have any queries or would like an informal chat about the role please contact Darren Parker, Group Operations Manager, call 0113 378 5651or email darren.parker@leeds.gov.uk
We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.
If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.
Job Description
Job purpose
You will assist in debt recovery procedures, tracking and tracing debtors and maintaining accurate data records. Additionally, you will be responsible for driving high standards across the Highways Accident & Damage Recharge Team through effective Quality Assurance and Performance Reporting. You will also assist in the recording and monitoring of councillor and general public correspondence, advising officers in correspondence procedures, and liaising with Departments and officers regarding compliments and complaints within Highways & Transportation
Our staff use a range of computer programmes and systems to support services which include those working with teams based across the council in a number of different administration roles.
Responsibilities
- Working with high levels of accuracy for tasks such as checking documents, recording numerical and alphabetical information.
- Identify problems and areas for improvement and offer solutions.
- Work unsupervised, using your initiative to adhere to KPI timescales and manage your own caseload.
- Conduct thorough Quality Assurance to improve the standards of a live caseload for the team
- Drive team performance through collating data and producing performance reports
- Knowledge and experience of adhering to procedures and legislation relating to confidential information.
- Willing to abide by the Council’s Equal Opportunities and Health and Safety Policies.
- Willing to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
Qualifications
Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.
- Well-developed interpersonal and communication skills, including face-to-face, telephone and written communication skills.
- Understanding of income recovery principles with an ability to negotiate effectively under pressure.
- Confidently administer an income-focused process, with excellent attention to detail.
- Ability to take personal responsibility for ensuring the success of the team by driving performance
- Work on your own and use your initiative to adhere to KPIs.
- Knowledge of the applications, systems and IT programmes utilised by the service and being able to accurately record and retrieve information.
- Good numeracy and literacy skills and the ability to deal with complex tasks with support.
- An understanding of the importance of providing excellent customer services and experience of dealing positively with challenging situations.
Essential Behavioural & other Characteristics
- Understand and embrace Leeds City Council Values and Behaviours and codes of conduct
- Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
- Able to understand and observe Leeds City Council policies and procedures.
- Carry out all duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
- Willingness to actively participate in appraisal, training and development activities to ensure up, to date knowledge and skills.
- Flexible and adaptable to change to assist other services as required commensurate to grade.
- Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity of Leeds City Council.
- Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
- The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
