Technical Support Officer

ROLE PURPOSE:

• Delivery of technical and core administrative support, and customer service support within the Waste Service, meeting performance targets and embedding a culture of "Putting our residents first" where continuous service improvement is maintained.

Job Description

People Management

• No direct supervisory responsibility, however, may be required to assist in induction and training of peers and new employees.

Customer Management / Care

• Demonstrate understanding of the Council’s Customer Care Standards and ensure that these standards are met in order to deliver the Council's vision of 'putting our residents first’.
• Respond to customer queries by phone, email, and CRM systems, and escalate issues and messages to the technical managers and professional workers
• Commitment to the highest level of service delivery
• Learn from best practice and lead by example in the development of a customer focused team empowered to continually improve levels of service delivery through innovative and creative approaches to service improvement.

Operational Service Delivery

• To support the Waste Services team to investigate and respond to enquiries, service requests, and complaints.
• Responsible for delivering complex, routine, and emergency administrative tasks to ensure consistency in service delivery
• Deliver a skilled and flexible technical administration support service, and to react to peaks and troughs of work in both the customer contact and waste services teams.
• To work as part of a multi-disciplinary team responsible for meeting tight deadlines and committed to high standards of customer care
• Maintain an understanding of the operational workflow processes and linkage with the technical administrative support services
• Prioritise tasks assigned and escalate any gaps in resourcing to the line manager
• Escalate any operational issues to the line manager
• Ability to learn complex and specialised administrative tasks in a short space of time to meet changing service requirements
• To provide high quality technical specialist services administrative support to the customer contact and waste services teams
• To show flexibility in adapting to delivery of different functions at a variety of locations, to meet varying demands

Financial & Resource Management

• Demonstrate cost-consciousness and identify any cost-effective changes to own way of working.
• Resolve financial queries (including payment enquiries) and ensure appropriate financial controls are in place

Continuous Improvement

• To identify and suggest any improvements to current ways of working in order to deliver a more efficient and effective service for customers.
• Support the delivery of continuous monitoring of team and individual performance and own productivity against set standards and targets
• Support the Council in the delivery of improvement initiatives and change programmes
• Ensure quality of output is maintained and issues are resolved effectively
• Sustain the understanding of operational services to ensure effective delivery of tasks
• To be responsible for own personal development, and to take part in training as and when identified or requested

Contacts

• Internal: All levels of staff, up to and including Deputy Chief Executive, Central Services, Corporate IT, HR, Facilities Management, L&D and as required Councillors, the Chief Executive and Corporate Directors.
• External: Members of the public, Local authorities, private organisations, schools and colleges, community groups, representatives of London- wide and regional bodies, contractors, other public bodies, and suppliers

Additional Responsibilities

• Complete other reasonable tasks in order to fulfil role purpose or as instructed by management.

KEY PERFORMANCE INDICATORS

• Delivery of agreed targets
• Delivery against any agreed service levels
• Delivery against performance, productivity and quality targets.