C S & Business Support Officer
Organisation: London Borough of Waltham Forest
Salary: £32,925-£34,491
Contract Type: Full Time - Fixed Term Contract
Working hours per week: 36
Application Deadline: 16/02/2024
Proposed Interview Date(s): W/C 19/02/2024
Reference: 1040
About Us:
Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.
We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.
London Borough of Waltham Forest is one of the Mayor of London's Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.
About the role:
Business Support Officer (Scale 6)
Our Borough is an exciting place to live, work and visit. Community and fellowship are at the heart of our Council. If you share our values and want to work in an environment that is trailblazing and collaborative, that has a strong track record of providing a variety of career pathways to support professional development, this is an exciting opportunity you should not miss. If you too, are ambitious and committed to delivering an excellent customer experience in a fast-paced vibrant and diverse Council, this is the role for you.
The role involves supporting the Council and the ideal candidate will be flexible, open to learning a range of different things, and excited to take on new opportunities across several areas. You could see yourself supporting our external customers with complaints, Subject Access Requests and Freedom of Information.
The successful candidate will be confident in dealing with a variety of customers and stakeholders through multiple communication channels, whilst being a positive advocate for service improvement and digital solutions. You must be able to learn new software and systems, be highly organised and able to prioritise a constantly evolving workload, whilst continuing to deliver to tight deadlines. Experience of working with complaints and/Subject Access Requests would be beneficial.
About you:
- Experience of having worked in a fast paced, customer focused environment, ideally with experience in complaint handling and/or Subject Access Requests.
- Good knowledge and application of IT systems and software packages.
- Ability to work with minimum supervision, using problem solving skills and initiative to provide a customer focused service.
- Excellent levels of literacy and numeracy.
- Ability to work flexibly, balancing competing priorities and meeting deadlines whilst understanding the needs, timescales and deadlines of others.
- Ability to deal diplomatically and confidentially with a wider range of customers both internally and externally.
- Ability to identify improvements to processes and systems (at a level appropriate to the role) and to share the recommendations with the wider team.
- High level of professionalism, care and integrity, ensuring a positive image of the organisation is promoted at all times.
- Strong time management skills.
- High level of flexibility, a positive attitude and ability to adapt to changes.
- Highly organised with the ability to multi-task and be flexible to respond to service delivery requirements.
- Clear communication skills.
- Ability to build strong relationships.
- Goal-oriented focus with the customer in mind.
- Willingness to learn new skills, processes and systems as appropriate to the role.
This role is offered on a fixed term contract of 6 months with the possibility of extension. We will interview applicants prior to the closing date, so please do not wait until the closing date to apply.
>> Click here to download the Role Profile <<
Key Responsibilities:
Allocation of Stage 1 complaints to service areas on Achieve system
Inbox management for Information Officer
Administration of Stage 2 complaints to support investigations
Redaction of Social Care files
Qualifications and Requirements:
English and Maths Qualification
Relevant NVQ Level 2 or 3 qualification
Desirable - Experience of working with Complaints and/or Subject Access Requests including redacting
Terms and conditions:
The below terms and conditions apply to this role:
Satisfactory employment references and CIFAS identity checks;
Satisfactory declaration of interest;
Satisfactory DBS check;
As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
How to Apply:
Interested candidates are invited to submit their applications online by pressing the 'Apply' button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Equal Opportunity Employer:
Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.
To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.
For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us.
Contact Information:
If you have any questions about this vacancy or the application process, please contact Annie Neale, Complaints manager at annie.neale@walthamforest.gov.uk
If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk.
The Council's preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.
Click here for further information on the Human Resources recruitment privacy notice.