Highways Support Officer

Job TitleHighways Support Officer (HOC)

Department: Universal Services

Branch / Section: Highways

Work Location: Winchester/Home

Hours per week: 37

We are looking for an enthusiastic and forward-thinking individual to join Hampshire Highways' busy central Operation Centre. If you enjoy a fast-paced, evolving working environment, and are a quick learner looking to develop your skills, all while challenging yourself within a growing team, then we'd love to hear from you.

At Hampshire County Council you will be joining a leading public sector organisation, working in one of our busiest universal services; highways. We work to keep Hampshire's road network safe and well maintained, whilst keeping the customer experience at the forefront of everything we do.

In our Highways Operation Centre (HOC), we are striving to deliver a service that is efficient and cost effective, whilst meeting the needs of Hampshire's residents and our partners. We are always seeking opportunities for continuous improvement and looking to add value to our highway processes.

You'll play a vital role in the delivery of our core services and processes. A confident communicator and a dynamic problem solver, you'll have a good eye for detail and be comfortable working with IT systems.?Above all, you'll be self-motivated, flexible and share our commitment to a culture of continuous improvement.

Job Purpose

Our Highways Support Officers are responsible for handling customer enquiries to ensure that the appropriate action is identified and that the relevant officers are informed. It is of the upmost importance that we assess how we communicate to our customers and other stakeholders to ensure that we deliver our statutory duties and resolve enquires professionally and effectively at the earliest opportunity.

You will be working primarily as a Claim Investigation Officers. They are responsible for two very different aspects of our highways legal process. In litigation, officers are responsible for processing and investigating claims being made against Hampshire Highways, whereas in financial recovery, officers will be reclaiming the costs incurred when a 3rd party damages our property. Although achieving a different end goal, the responsibilities, skill set, and process are the same.

You may also be required to support a role is in the Enforcement & Licence Team. In Enforcement you will be processing enquiries where obstruction or encroachment have been identified. You will be responsible for verifying responsibility and issuing formal correspondence using available information sources and handling related correspondence and queries.

In Licences you will be processing new applications and issuing approved licences all whilst spotting discrepancies in the information provided in order to challenge and clarify with the applicant. In all of these roles you will work closely with technical staff to achieve an outcome which balances the needs of the business with the needs of our residents.

Main responsibilities:

• Consult a range of data sources and knowledge holders to identify a correct course of action when undertaking detailed processing for new and existing enquiries
• Take ownership to critique information provided and the enquiry journey at all points, to challenge appropriately and ensure an efficient resolution at every stage
• Prioritise the processing of enquiries against targets, cost, location and political sensitivity
• Review and report on your service and related procedures, and provide ideas to build into the culture of continuous improvement
• Undertake peer review and champion best practice with colleagues
• Review and summarise complex information to outline a factual timeline of events
• Draft bespoke communications when required and identify where standardised communications could further team efficiencies
• To work closely with other teams within Hampshire County Council to resolve queries
• Help to embed business process changes into HOC, as necessary Support a one-team ethos across HOC, Skanska and the Areas

Please apply as appropriate or contact Daniel Goodyear on or

Connect2Hampshire, part of Hampshire & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.