Technical Support Officer - REQ003015

INTERNAL ONLY VACANCY. This post is open to existing Leeds City Council employees only. Applications will not be considered from external candidates.

Job title: Technical Support Officer

Salary: C1 £28,598 - £31,022

Hours: 37

Contract: Permanent

Location: Hybrid Working

As a Technical Support Officer you’ll thrive if you are the kind of individual who enjoys a challenge and helping people. You should have a strong, resilient persona and a dedication to the Council’s repairs service.

There are no specific qualifications needed for the post of Technical Support Officer, however the post requires good communication skills and the ability to learn quickly bespoke software packages.

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 Technical Support Officer you will:

Have a solid educational background.
Have a team work ethic
Be able to work on your own initiative
Enjoy being busy and productive
Be able to learn systems and processes quickly and adhere to them.

About the role

At its essence the role revolves around the accurate raising of repairs for our 57,000 properties. This involves being able to diagnose faults from descriptions provided either in written or verbal form. Each day you will be responsible for one of the team’s workqueues but be flexible and ready to assist colleagues on other workqueues. The Responsive Repairs team thrives on challenges and the Technical Support Officers are at the core of this critical team.

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.

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 Nasima Khan or Rebecca Levine.

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 visa route 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

To provide operational support to the Responsive Repairs service, acting as a key point of contact between customers, service providers, and internal teams. This role ensures that repair requests are managed efficiently and resolved with a customer-first approach, particularly for vulnerable tenants affected by urgent issues such as damp and mould.

To support the responsive and planned service area by undertaking high quality administrative services as required.

Responsibilities

To raise appropriate repair orders in line with the appropriate internal policies and procedures ensuring customer satisfaction.
To take responsibility for the resolution of complex and routine repair issues promptly and ensuring appropriate outcomes in-line with the council values.
Accountability to ensure that all email communication, enquiries and requests for information are handled effectively, diligently and within service standards.
To provide prompt and accurate information in-relation to repair requests including direct liaison with customers, contractors and other Council teams.
Manage all activities in compliance with legal, regulatory, contract and internal requirements.
To take ownership of individual enquiries and tasks and monitor completion through to satisfactory resolution including taking corrective action as required.

Qualifications

Whilst there are no specific formal qualifications required for this post, candidates are expected to demonstrate a solid educational foundation that supports the demands of the role. This includes strong literacy, numeracy, and IT skills, which are essential for accurate record-keeping, effective communication, and problem-solving within a fast-paced, customer-focused environment.

Applicants should be able to evidence their ability to learn and adapt quickly, work independently and collaboratively, and apply sound judgement when dealing with service-related enquiries. Experience in housing, repairs, or customer service roles is desirable, but not essential, provided candidates can show a commitment to delivering high-quality outcomes and a proactive approach to supporting vulnerable tenants and resolving issues.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Candidates must be able to demonstrate a solid educational background that supports the core competencies of the role, including effective communication, problem-solving, and attention to detail. While formal qualifications are not essential, applicants should show evidence of learning and development that equips them to operate confidently in a customer-focused, operational environment.

In addition, candidates should have relevant work-based experience, ideally within housing, repairs, or a similar service-oriented setting.

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 equality and diversity policies.
Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
Willingness to actively participate in training and development activities.
Flexible and adaptable to change to assist other services as required commensurate to grade.
Participate in appraisal, training, and development activities.
Be aware of and comply with Leeds City Council policies and procedures.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies 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.

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