Customer Delivery Officer in Wokingham

This job description has been designed to indicate the general nature and level of work required of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and the line manager may vary duties from time to time which do not change the general character of the job or the level of responsibility entailed.

Service Purpose Customer Delivery Officer

The Enforcement &Safety Service includes responsibility for allenvironmental health and licensing functions. The purpose of the service is to improve public health, the environment, community standards, and business prosperity. This is achieved by changing business, community, and/or individual behaviour through communication, partnership, project work, persuasion, advice, guidance, or enforcement.

Purpose of the Role Customer Delivery Officer

• Provide technical and administrative support by delivering accurate and timely technical, clerical, and administrative support to Environmental Health and Licensing Officers. Helping deliver the efficient operation of the service.

• Customer service and enquiry handling by being the first pointof contact for bothinternal and external enquiries relating to environmental health and licensing. Providing clear, professional advice or by appropriately directing queries to the relevant officers.

• Support all regulatory and licensing functions by assisting in processing licence and permitapplications, public notices, fee collection, and distribution of statutory documentation for consultations.

MainAccountabilities Customer Delivery Officer

1

To contribute to the processing of applications for licenses, registrations, permits and otherapproval or notification regimes, undertaking validation, consultation, document redaction, managing deadlines, public registers. To issue application decisions & documentation.

2

Carry out duties with due regard to the Councils Customer Care, Equal Opportunities, Information Governance, DataProtection and Healthand Safety policies and procedures. Understand the value of information to the Counciland to contribute to goodinformation governance by keeping information safe, accurate, up to date and available to those who need it.

3

Undertake personal development to enhance knowledge of the legislative framework as required.

4

Conduct and oversee in-person taxi driver Knowledge Tests as well as English Speaking and Listening assessments, adjudicating a secure and professional testing environment and accurate record-keeping of results.

5

Monitor and manage theshared Environmental Healthand Licensing inboxes for prompt triage, appropriate escalation, and resolution of incoming enquiries in line with service protocols.

6

Monitor and respond to incoming telephone enquiries, meeting internal customer care standards. To resolve queries efficiently or escalate where appropriate, with a strong emphasis on first-contact resolution.

7

Process and monitor purchase orders, supplier invoices, and fee payments for the service. Maintaining accurate fee recovery in accordance with financial procedures and audit requirements.

8

Record andprocess RIDDOR notifications, death reports, and infectious diseasecases, for timely notification to appropriate officers and accurate internal documentation.

Attend bothcivil standard and PACE interviews under caution to provide administrative support, including accurate and impartial note-taking to support legal and enforcement proceedings.

9

Format, print, and prepare final versions of environmental health and licensing documents, maintaining accuracy of all licence types, badges, andcertifications and dispatched promptly to relevant parties.

10

Run and issue monthly renewal reminder letters for licensed drivers, vehicles, and premises. This includes tracking and prompting submission of taxi driver requirements such as safeguarding and disability awareness training, medical certificates, and DBS checks; and taxi vehiclerequirements such as valid insurance and vehicle compliance testing.

11

Support Officers by logging and maintaining enforcement related tasks and compliance checks, helping maintain accurate records on the service database on renewal

Qualifications

Levels of educational achievement and vocational training necessary to carry out the duties of the post.Include level, depth or standard of qualification.

Substantial relevant work experience in the fields of local authority licensing and regulation

Attained or working towards a recognised vocational or professional qualification in licensing or another equivalent regulatory field

Technical Skills. Customer Delivery Officer

Technical skills and level of proficiency required to carry out the role.

Good IT skillsincluding office software

Experience of using relevant technology and software used within similar service areas, such as Civica APP.

Well-developed written and verbal communication skills.

Ability to actively listenin order to extract and assess the important information.

Knowledge

List the areasof knowledge in which the post holder would have to be proficient to carry out the duties of the post, detailing the specific area of specialism and any related professional and/or legislative frameworks.

Thorough working knowledge of the legislative frameworks surrounding the processing of licensing applications.

Good working knowledge of the policies and processes involved in Environmental Regulation

Detail the level of experience required of the post holder.