Waste Business Support Team Leader in London

Waste Services plays a pivotal role in ensuring that communities are not only clean and safe but also moving towards a more sustainable future. As a single‐tier authority, we can take a holistic approach to delivering services efficiently and consistently across the whole area for the benefit of our communities. Management of waste and associated resources is a statutory function and the service is highly regarded by North Northamptonshire residents. It involves Waste Collection and Cleansing, Household Waste Recycling Centres and managing a portfolio of contracts, performance management systems and service level agreements related to the environment and the treatment and disposal of collected materials. These high‐risk, demand‐led services interface with members of the public.

The purpose of this role, under the direction of the Highways and Waste Business Manager, is to ensure the seamless operation of day‐to‐day customer service, enhance the customer experience, provide administrative and some financial support to all units within the Waste service, support Highways administration as needed and manage a team of administrative assistants and officers.

What will you be doing?

• Oversee and manage the provision of administrative support to the business support and commercial waste services teams, reviewing and updating processes to ensure consistency and best practice across the Business Support Unit and the wider service and Highways.
• Provide line management for the administration assistants and commercial services officers, managing all HR processes, ensuring office cover during core hours, dividing tasks equitably, managing leave and sickness, and providing supervision via 1:1 and appraisals.
• Use the council customer relationship management software to log, manage and respond to enquiries, ensuring all records are updated and stored in line with corporate guidelines.
• Ensure external invoicing and subscriptions are correctly calculated, produced and reconciled within invoice payment targets, and that all purchasing follows procurement process and documentation is cleared for payment within targets.
• Provide business support and customer liaison, develop new ways of working, liaise with Highways and Waste Operations teams to keep processes timely, and support administrative staff to resolve issues. This includes garden waste service subscriptions, household waste recycling permits, highways defects and issues, and corporate complaints, using all council communication channels to educate residents.
• Assist in collection and collation of data regarding performance of Highways and Waste services and the Business Support Unit, ensure compliance with quality control systems, generate reports on team performance and provide regular updates to senior management.
• Work collaboratively with services across the Council to align services for residents and deliver value for money.
• Travel flexibly between multiple sites as required.

About You

• Minimum of 5 GCSEs (or equivalent), including Maths and English.
• Minimum 2 years of experience in an office‐based, customer‐focused environment.
• Familiar with the Microsoft Office suite, general office equipment and computer databases. Excellent IT and keyboard skills, including Microsoft 365, Teams, Word and Excel, and ability to analyse statistical data.
• Excellent communication skills, polite, friendly and respectful in verbal and written interactions.
• Ability to build good working relationships with internal teams, external partners, customers and local communities.
• Experience developing and following administrative procedures and processes, and commitment to excellent customer service.
• Experience leading a team, organising tasks, striving for continuous improvement, managing learning and development for the team.
• Ensure all work is in line with business and service plans and supports the overall aims and ambition of the Council.

Benefits

• A competitive salary.
• A pension scheme with significant council contribution, providing life cover and ill‐health protection.
• Generous leave entitlement (28 days, rising to 33 days) and bank holidays, with the option to buy up to 10 extra days.
• Hybrid and flexible working arrangements where practicable.
• Employee Assistance Programme, Employee Benefits Scheme, wellbeing support, HMRC travel rates, and support for active Employee Network Groups.

About Us

North Northamptonshire Council is a disability‐confident employer and is committed to an inclusive recruitment process. We are proud to be recognised as a Defence Employer and support affected and ex‐military personnel.