Job title: Technical Support Officer (Administrative)
Contract: Permanent
Hours: 37 per week
Salary: C1 £28,598 - £31,022 per annum
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.
As a Technical Support Officer, you’ll thrive on being part of a busy, high-pressure team and provide a high-quality customer focussed service within the Intervention Team/Mechanical & Electrical Team
About you
- As a Technical Support Officer, you will bring to the role:
- High quality customer service
- Accurate record keeping and data inputting
- Ability to work in a busy environment
- Excellent level of IT skills
- Ability to prioritise workloads effectively
About the role
This is an exciting opportunity for a motivated, reliable, and hardworking candidate to join the Intervention Team/Mechanical & Electrical Team within Asset Management. You will provide operational support to the service and liaison between customers, service providers and internal teams. Assist in Electrical Compliance in order to gain warrants of entry.Frontline interface for the service to ensure that problems and issues are addressed and resolved promptly, informally and with satisfactory, customer focused outcomes. You will take ownership of individual enquiries and tasks and monitor completion through to satisfactory resolution including taking corrective action as required. You will accurately record correspondence within council systems and to work with external and internal partner’s in-order to develop appropriate solutions/responses to service-related issues. You will provide high quality administrative services as required. We are looking for someone who will ensure that high levels of efficiency, cost effectiveness and quality is achieved within an agreed budget, whilst ensuring maximum performance in accordance with the targets, standards, and policies of the Council. You will support the delivery of service plans and ensure the continuous and on-going innovation and improvement of the service. This in-line with council objectives in-order to achieve excellence. There are no specific qualifications needed for the post of Technical Support Officer, however the post requires good communication skills (both verbally and written) and the daily use of IT systems and Microsoft packages such as Excel and Word. Leeds City Council operates a flexible working policy; however as a Technical Support Officer, office cover is required from 8:00am (early) – 5:00pm (late) in line with business needs. You will be required to participate in early or late office cover.
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
Apply for this job online. Please complete the online application form
Read our guidance for 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 Kerry Gold 07450 475233 or email kerry.gold@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 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:
Under the general direction and supervision of the Technical Support Officers to work as a member of a technical support team providing day to day general support services to the Intervention Team within Asset Management. Supporting the wider team with customer after care, logging and updating complaints tracker, dealing with emails to the teams inbox, supporting the wider team on recording issues and maintaining data quality.
Responsibilities:
- To be a member of and provide support to the Service both in an office based and home working environment
- To undertake general clerical and/or word-processing duties, including maintenance of computer and manual records, maintaining the house file system, enquiries, photocopying and the distribution of material.
- To undertake telephone duties as required providing first point of contact for customerS
- To operate relevant ICT packages e.g. word, excel, publisher, databases, spreadsheets, internet, mail merge
- To input data into the relevant asset management ICT system with accuracy and efficiency
- To participate in training and development activities as necessary to ensure up to date knowledge and skills.
- Continually drive a value for money, customer focussed service.
- Take accountability for the outputs of all duties
- Flexible and adaptable to change to assist other services as required commensurate to grade
- Participate in appraisal, training and development activities as necessary to ensure up to date knowledge and skills
- Improve own practice through observation, evaluation, discussion with colleagues and development programmes.
- To work collaboratively with colleagues, knowing when to seek help and advice.
- Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
- Be aware of and comply with Leeds City Council policies and procedures e.g. child protection, health, safety and security, confidentiality and data protection, reporting all concerns to an appropriate person
- Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding and promoting the values, standards and equal opportunities of Leeds City Council.
- Recognise and appropriately challenge any incidents of racism, bullying, harassment or victimisation and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.
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
No formal qualifications are required for this post though NVQ Business and Administration level 2 or equivalent would be desirable.
PERSONAL SPECIFICATION
ESSENTIAL REQUIREMENTS: It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements
Method of Assessment will be through one or more of the following Application Form, Test, Interview, and Certificate
Skills Required
- Able to work flexibly across different work locations and areas as appropriate.
- Ability to take down detailed information from service users in person and over the telephone.
- Ability to pass appropriate information accurately and concisely between customers, colleagues and other service providers
- Ability to use standard Microsoft packages and a ICT system to input data
- Ability to demonstrate basic numerical skills
- Ability to understand and follow written procedures and staff instructions.
- Ability to maintain accurate records electronically and in paper format.
Knowledge Required
- An understanding of confidentiality including the handling of customers personal information.
- Of the importance of meeting deadlines required by the Service.
- A good understanding of best practice in relation to customer relation procedures.
- A knowledge of social housing and issues affecting the sector.
- Of computerised systems and the use of Microsoft packages eg Word, Excel and Outlook.
Experience Required
- Of working flexibly and to deadlines as required by the Service.
- Of dealing with constant and often conflicting demands.
- Of working as an effective member of a team.
- Of general office work/procedures including computerised systems.
- Of working to the required standards especially regarding data quality.
- Of dealing with a variety of record systems.
Behavioural & other Characteristics required
- Committed to continuous improvement.
- Ability to understand and observe Leeds City Council Equal Opportunities Policy.
- To carry out all duties having regard to an employee’s responsibility under Health & Safety Policies.
- Willingness to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development
- Understand and embrace our values, behaviours and codes of conduct.
DESIRABLE REQUIREMENTS: It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role. Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates.
Method of Assessment will be through one or more of the following Application Form, Test, Interview, and Certificate
Knowledge Required
- NVQ Business and Administration level 2 or equivalent
