Technical Support Officer - Req24766

Job Title:         Technical Support Officer (Administrative) 
Contract:         Permanent 
Hours:             37 hours per week 
Grade:             C1 £26,421 - £28,770
Vacancy:          2 positions

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. 

As a Technical Support Officer, you’ll thrive on being part of a busy, high-pressure team and provide a high-quality customer focussed service within the Intervention Team. 

About you 

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

• High quality customer service 
• Accurate record keeping and data inputting 
• Ability to work in a busy environment 
• Excellent level of IT skills 
• Ability to prioritise workloads effectively 

About the role  

This is an exciting opportunity for a motivated, reliable, and hardworking candidate to join the Intervention Team within Property and Contracts. You will be responsible providing frontline support and advice to both customer and colleagues for all complaints, queries and ward member enquiries for all of the workstreams within Property Management. You will take ownership of individual enquiries and tasks and monitor completion through to satisfactory resolution including taking corrective action as required. You will accurately record correspondence within council systems and to work with external and internal partner’s in-order to develop appropriate solutions/responses to service-related issues. As a Technical Support Officer you also provide operational support to aid the delivery of the Intervention team’s workstream providing high quality administrative services as required. We are looking for someone who will ensure that high levels of efficiency, cost effectiveness and quality is achieved within an agreed budget, whilst ensuring maximum performance in accordance with the targets, standards, and policies of the Council. You will support the delivery of service plans and ensure the continuous and on-going innovation and improvement of the service. This in-line with council objectives in-order to achieve excellence. There are no specific qualifications needed for the post of Technical Support Officer, however the post requires good communication skills (both verbally and written) and the daily use of IT systems and Microsoft packages such as Excel and Word. Leeds City Council operates a flexible working policy; however as a Technical Support Officer office cover is required from 8:00am (early) – 5:00pm (late) in line with business needs. You will be required to participate in early or late office cover.  

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 complete the online application form.

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 Kerry Gold 07450475233 or email kerry.gold@leeds.gov.uk

We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is an Inclusive employer, ranked 70 on the Stonewall top 100 employers 2023 list. 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 

Job Purpose 

• 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 Disrepair, Voids, Responsive and Planned service areas by undertaking high quality administrative services as required. 

Responsibilities  

• Flexible and adaptable to change to assist other services as required commensurate to grade.  
• Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills. 
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes. 
• Work collaboratively with colleagues, knowing when to seek help and advice. 
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested. 
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.  
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures. 
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post. 
• The Council has adopted a flexibility protocol and this role will be expected to work within these parameters. 

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

• Able to work flexibly across different work locations and areas as appropriate.   
• 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. 
• 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’s aims and objectives. 
• Contributing to effective partnership working. 
• Able to arrange, facilitate and minute meetings and events including transportation/refreshments etc. 
• 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. 
• Of general office procedures and practices. 
• Of information governance procedures and the need to handle personal data securely. 
• Of relevant financial regulations. 
• Dealing with queries from a wide range of people. 
• Working in partnership with others to deliver work to set deadlines. 
• Providing customer focussed services. 
• Participating in teams and working on own initiative. 
• 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/repair related function. 
• Experience of working with customers in a busy frontline customer service. 
• Experience of working in an asset management related function. 
• Behavioural and other Characteristics required.

Essential Behavioural and 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 It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities:  Candidates are not required to meet all the desirable requirements however these may be used to distinguish between acceptable candidates. 

• Experience of working within social housing.