Technical Support Officer (Administrative Duties)

Join to apply for the Technical Support Officer (Administrative Duties) role at Leeds City Council.

Contract: Permanent

Hours: 37 per week

Salary: C1 £27,711 - £30,060

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 focused service within the Damp and Mould/Disrepair Team.

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

This is an exciting opportunity for a motivated, reliable, and hardworking candidate to join the Damp and Mould Team within Property and Contracts. You will provide operational support to the service and liaison between customers, service providers and internal teams. 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 partners in order to develop appropriate solutions/responses to service-related issues. You will support the Disrepair Service by undertaking 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 ongoing 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.

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

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 Alison Cleeve 0113 3788396 or email alison.cleeve@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 £38,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

To provide operational support to the service and liaison between customers, service providers and internal teams. Frontline interface for the service to ensure that problems and issues are addressed and resolved promptly, informally and with satisfactory, customer focused outcomes.

To investigate and gather information in relation to the service, including dealing face to face with stakeholders and to provide accurate reports/responses in relation to findings. To take ownership of individual enquiries and tasks and monitor completion through to satisfactory resolution including taking corrective action as required. To accurately record correspondence within council systems and to work with external and internal partners in order to develop appropriate solutions/responses to service-related issues. To support the Disrepair, Voids, Responsive and Planned service areas by undertaking high quality administrative services as required.

• 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 appropriate CPD programmes.
• 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 equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.

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. The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

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.

• Able to work flexibly across different work locations and areas as appropriate.
• Able to communicate effectively, verbally and in writing, with a wide range of people.
• Able to manage time effectively and plan and prioritise work for other team members.
• Able to monitor the timely and acceptable progress of complex issues and identify incomplete actions, taking appropriate action to escalate them to nominated people.
• Able to develop and maintain relationships with stakeholders.
• Ability to analyse and interpret information and provide summary reports setting out findings.
• Able to use a range of Microsoft office applications as well as internal ICT systems.
• Able to work flexibly as part of a team & show initiative.
• Has a strong customer focus.
• Is diligent and accurate when preparing and presenting information.
• Able to coordinate and manage small and non-complicated projects.
• Able to accurately enter/retrieve data information from information systems.
• To display a responsible and co-operative attitude to working towards the achievement of the service’s aims and objectives.
• Contributing to effective partnership working.
• Able to arrange, facilitate and minute meetings and events including transportation/refreshments etc.

• A good understanding of best practice in relation customer relation procedures.
• A good knowledge of social housing and issues affecting the sector.
• A good knowledge of landlord and tenants responsibilities in relation to housing repairs and improvements.
• A good understanding of the local political environment.
• Of general office procedures and practices.
• Of information governance procedures and the need to handle personal data securely.
• Of relevant financial regulations.

• Dealing with queries from a wide range of people.
• Working in partnership with others to deliver work to set deadlines.
• Providing customer focussed services.
• Participating in teams and working on own initiative.
• Use of Microsoft applications.
• Contributing to service reviews.
• Experience of analysing basic information in order to identify common trends.
• Experience of working as part of a busy team.
• Experience of working in an asset management/repair related function.
• Experience of working with customers in a busy frontline customer service.

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.

It is desirable 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 are not required to meet all the desirable requirements however these may be used to distinguish between acceptable candidates. Experience of working within social housing.