Job Description

Job title: Technical Support Officer


Salary: C1 - 27,711 - 30,060 pro rata


Hours: 21hrs Weds to Fri


Contract: Permanent part time


Location: Hybrid Working


As a Technical Support Officer you will thrive on being part of a team that provides excellent customer service to our residents as well as supporting your colleagues in the wider team.


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

.

About you

As a Technical Support Officer you will bring to the role:


The interpersonal and communication skills required to deal with a wide range of people including face-to-face, telephone and written communication skills. Including the processes for dealing with varied information with a range of audiences. A can do attitude with a willingness to learn new skills A strong focus on accuracy, organisation and attention to detail. Ability to prioritise work to ensure that deadlines are met

About the role

As our next Technical Support Officeryou will find this is a varied and rewarding role by providing administrative support to customers and internal and external stakeholders. You will deal with a range of enquiries by phone and by email from all stakeholders including the general public, elected members, external and internal partners, etc.


You will be required to deal with sensitive and confidential information professionally and in accordance with strict deadlines and information governance requirements. You will also be required to deal with finance requests and raise orders and invoices.


The role is integral to our Investment Planning Team who are part of the wider Asset Management Housing Team who are responsible for improving and maintaining Leeds City Council Housing assets.

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

Complete the online application form.

Read our guidance

for further advice on completing your application.
If you have any queries or would like an informal chat about the role contact Jennifer Logan Call 01135351538 or email

Jennifer.Olbison@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 purpose

To provide operational support to the division and act as a liaison between customers, service providers and internal teams. To be the first point of contact for the Asset Management Housing - Planned Works division, making sure that queries and issues are addressed and resolved promptly, with 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 undertake high quality administrative services, accurately record correspondence within council systems, and to work with external and internal partners to develop appropriate solutions/responses to service-related issues.

Responsibilities

--------------------


To make sure that all correspondence, complaints, enquiries, and requests for information are handled thoroughly in an effective and professional manner. To take responsibility for the prompt resolution of complex and routine problems, ensuring appropriate outcomes in line with the council values. To provide prompt and accurate information in relation to requests from internal stakeholders including direct communication with tenants, leaseholders, elected members, contractors, and other parties. Organise bulk customer communications for projects, including letters, text messages and emails. To assist in monitoring and auditing the quality of the service and work with managers to develop learning outcomes. To contribute to the overall reduction in avoidable customer contacts. To assist in producing management information and basic reports in-order to monitor the effectiveness of the service and provide summary updates. Provide a comprehensive administrative support service to support the requirements of the service. To raise purchase orders, check and submit invoices for payment, and resolve any related issues, in line with internal policies and procedures. Use IT packages including MS365 (Outlook, Word, Excel, OneNote etc.), FMS, Keystone, and Cx. To raise repairs promptly and accurately. Arrange and attend meetings and visits with other stakeholders including the arrangement of transportation, hospitality, taking minutes etc. Some flexibility will be required to support occasional requirements for working outside normal working hours and meetings and visits required in other locations. Face to face contact with the public/service user Working with vulnerable service users Working as a regular display screen user General office-based activities May be required to drive own vehicle on Council business Please note this is not an exhaustive list of responsibilities.
Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.


A good understanding of best practice in relation customer relation procedures. A good knowledge of social housing and issues affecting the sector. Knowledge of landlord and tenantsresponsibilities 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. 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 aims and objectives. Contributing to effective partnership working. Able to arrange, facilitate and minute meetings/events including transportation/refreshments etc. Experience of dealing with queries from a wide range of people Of working in partnership with others to deliver work to set deadlines. Of providing customer focussed services Of participating in teams and working on own initiative In the 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/repairs related function Experience of working with customers in a busy frontline customer service Experience of working in an asset management related function. Experience of working within social housing desirable

Essential Behavioural & other Characteristics

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 policies and procedures. Carry out all duties having regard to an employee responsibility under Health, Safety and Wellbeing Willingness to actively participate in appraisal, training and development activities to ensure up, to date knowledge and skills. Flexible and adaptable to change to assist other services as required commensurate to grade. Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity 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.