Job Title: Technical Support Officer

Salary: C1 £28,598 - £31,022

Hours: 37

Contract: Permanent

Location: Hybrid working

As a Technical Support Officer you’ll thrive on working in a highly pressured environment and enjoy being busy and working as part of a crucial team.
It’s not just about quantity of work in this team it is about providing a quality outcome for our customers at the first point of contact.
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 bring to the role:

A passion for the communities we serve
You will be a team player
The ability to think on your feet and interpret technical information
A going above and beyond attitude
Empathy for the customer and your colleagues

About the role
The Technical Support Role in Responsive Repairs is a key role. You will be required to learn new IT systems and a vast amount of technical repairs information.
You will be raising repairs for our customers based on the information they provide to you. You will therefore need to develop excellent diagnostic skills.
You will work as part of a team of Technical Support Officers so you need to be a team player by supporting your colleagues both in Responsive Repairs and other service areas.
The team share a multitude of workstreams on a rota basis. Each one requires you to learn new systems and processes. Full support and training is provided. The customer is at the heart of all that we do in Responsive Repairs and with that you need to possess an empathetic nature and a desire to improve the service we provide.
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
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.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, 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, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

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, 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 service requests 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 contractors and other parties.
To contribute to the overall reduction in customer contacts and avoidable customer contacts.
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.
To raise appropriate orders in relation to the service and in-line with the appropriate internal policies and procedures.
To operate relevant ICT packages e.g. word, excel, databases, spreadsheets, internet and Council IT packages
Continually drive a value for money, customer focused service.
Take accountability for the outputs of all duties

Please note this is not an exhaustive list of responsibilities

Qualifications: No specific qualifications.

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Must be able to demonstrate use of IT packages and work experience in a customer focused environment

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 Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity 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
Flexible and adaptable to change to assist other services as required commensurate to grade
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters

Desirable requirements Candidates are not required to meet all the following desirable requirements however these may be used to distinguish between candidates.

Work experience in a Contact Centre environment/customer facing service.