QUALIFICATIONS

No formal qualifications are required for this post though NVQ Business and Administration level 2 or equivalent would be desirable.

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.

KNOWLEDGE REQUIRED

• NVQ Business and Administration level 2 or equivalent

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.

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 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.