Technical Support Officer (Leasehold) - Req24421

Job title: Technical Support Officer (Leasehold Team)

Salary: C1 - £26,421 - £28,770 (pro rata)

Hours: 16 hours per week

Contract: Permanent 

Location: Print Unit (First Floor), Limewood Approach, Seacroft, LS14 1NG

Internal vacancy. Applications will only be considered from existing Leeds City Council employees.

A fantastic opportunity has arisen for a forward- thinking and motivated Technical Support Officer to work with our Leasehold Team. 

Leeds City Council delivers services to over 2,000 leaseholders.  The Leasehold Team is dedicated to providing the best possible customer experience to leaseholders of Leeds City Council’s properties.

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:  

• Thrive on providing a fantastic level of service to internal and external customers
• Have excellent written and verbal skills
• Be able to work both independently and as part of a dedicated team
• Be highly motivated and flexible
• Be able to work to strict deadlines

About the role 

You will work as part of a team, providing a range of administrative services to the Council’s leasehold customers. This will involve:

• Playing a key part in supporting all functions provided by the Leasehold Team, including financial administration services
• Providing high quality administrative services to leasehold customers
• Taking ownership of leasehold enquiries and ensuring that all queries and issues are addressed and resolved promptly with customer focused outcomes
• Responding to queries from both internal and external customers

The role is integral to our Leasehold team which provides a variety of services to leasehold customers.

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

Apply for this job online. Please upload your CV and complete application.

Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application. 

If you have any queries or would like an informal chat about the role please contact Debbie Matusevicius on 0113 3367648 or by email at Debbie.matusevicius@leeds.gov.uk.

We promote diversity and want a workforce that reflects the population of Leeds.  Leeds City Council is ranked 70 on the Stonewall Equality Index 2023.  We are also an Age friendly employer, a Mindful employer and a Disability Confident leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.

This role is based in the UK.  Employment is conditional on confirmation of the right to work in the UK - 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 and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Job Description

Purpose of the job:

To provide operational support to the service and liaison between customers, service providers and internal teams. Frontline interface for the service to ensure that problems and issues are addressed and resolved promptly, informally and with satisfactory, 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 accurately record correspondence within council systems and to work with external and internal partners in-order to develop appropriate solutions/responses to service related issues.

To support the responsive and planned service area by undertaking high quality administrative services as required.

Responsibilities:

Accountability to ensure that all service correspondence, complaints, enquiries and requests for information are handled effectively, diligently and within service standards.

To take responsibility for the resolution of complex and routine problems, promptly and ensuring appropriate outcomes in-line with the council values.

To provide prompt and accurate information in-relation to requests from internal stakeholders including direct liaison with tenants and leaseholders, elected members, contractors and other parties.

Prepare and distribute customer correspondence in-order to support the delivery of the service including letters and emails.

Arrange and attend meetings and visits with other stakeholders including the arrangement of transportation, hospitality, Taking minutes etc. Some flexibility will be required in-order to support occasional requirements for working outside normal working hours and meetings and visits required in remote locations.

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 customer contacts and 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.

Manage all activities in compliance with legal, regulatory, contract and internal requirements.

Provide a comprehensive administrative support service in order to support the requirements of the service.

Maintaining up to date computer-based and manual filing systems

To raise appropriate orders in relation to the service and in-line with the appropriate internal policies and procedures.

Checking invoices for completed work in preparation for submitting for payment, in-line with the appropriate internal policies and procedures.

To operate relevant ICT packages e.g. word, excel, publisher, databases, spreadsheets, internet, mail merge. Contribute to and support the delivery of service plans in-line with council objectives in order to achieve excellence.

Continually drive a value for money, customer focused service.

Take ownership for operational issues and manage relationships with all stakeholders to ensure effective and efficient service delivery.

Take accountability for the outputs of all duties

Please note this is not an exhaustive list of responsibilities.

Essential requirements

• A good understanding of best practice in relation customer relation procedures.
• A good knowledge of social housing and issues affecting the sector.
• A good knowledge of landlord and tenants responsibilities in relation to housing repairs and improvements
• A good understanding of the local political environment
• A good understanding of general office procedures and practices.
• A good understanding of information governance procedures and the need to handle personal data securely.
• A good understanding 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.
• Able to display a responsible and co-operative attitude to working towards the achievement of the service’s aims and objectives.
• Contributing to effective partnership working.
• Able to arrange, facilitate and minute meetings and events including transportation/refreshments etc.
• Experience of dealing with queries from a wide range of people
• Experience of working in partnership with others to deliver work to set deadlines.
• Experience of providing customer focussed services
• Experience of participating in teams and working on own initiative
• Experience In the use of Microsoft applications
• Experience of analysing basic information in order to identify common trends
• Experience of working as part of a busy team
• Experience of working with customers in a busy frontline customer service

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 equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities. 
• Flexible and adaptable to change to assist other services as required commensurate to grade. 
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies 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.

Desirable requirements 

• Experience of working within social housing.
• Experience of Contributing to service reviews.
• Experience of working in an asset management/repairs related function