Technical Support Officer - Waste Services

Location; Hillingdon

36 hours a week

Role Purpsoe:

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.

1. People Management

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

2. 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

3. 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

4. Financial andamp; 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

5. Continuous Improvement

• To identify and suggest any improvements to current ways of working in order to deliver a more efficient and effective service for

• 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