Service Support Officer

6 months ago

Westminster, United Kingdom City of Westminster Council Full time

**About Us**:
**THE EXTRAORDINARY STORY OF MOHAMAD’S CUSTOMER SERVICE SKILLS**

Public Protection & Licensing in Westminster City Council is a world of extraordinary stories. Where people are passionate about keeping our streets safe and clean.

Take Mohamad, a City Inspector who looks after the Little Venice ward. No two days are the same for Mohamad when he's out and about conducting ward inspections. He could be doing a licensing premises inspection one day and advising businesses and residents on the proper way to handle their waste on another. But before he joined Westminster, he used to work in banking, where he honed his skills in customer service and people management.

And those skills matters because, while he occasionally needs to enforce the law, his job is mostly about building strong relationships: educating businesses and residents about the impact of certain enviro-crimes.

One day he came across some unmarked commercial waste dumped on Edgware Road. Following procedures, he investigated this waste, carefully collecting evidence. Yet, despite his attempts to make contact with the commercial premises, the owners wouldn’t cooperate. Digging deeper, he worked collaboratively with different Westminster departments such as businesses rates and licensing, and discovered multiple businesses registered at the same address. After issuing six different notices, three of the business failed to comply and were successfully prosecuted.

So while Mohamad’s successfully swapped his financial know-how for expertise in local authority legislation, it’s his people skills and powers of persuasion he’s still proudest of.

**The Role**:
As a Service Support Officer in our Public Protection and Licensing directorate, you can make your own powerful contribution by ensuring our team have the back-up they need to get things done

Putting the customer at the heart of every decision, we are passionate about delivering the highest standards - all against the backdrop of a genuinely friendly and inclusive service in which everyone matters. You will play a vital role in this work by providing a great level of technical support advice and guidance to the public, organisations, colleagues and external partners, and you will provide the type of feedback that ensures we’re continuing to enhance our service offering.

With plenty of variety in every day, you will have the autonomy to manage your own workload as you tackle a broad range of projects and tasks. That might range from supporting managers and their street-based staff in office-based administration relating to resource planning, demand management and service delivery - or you might commit your time to working with customers to respond to their queries and complaints either verbally or in writing. Whether updating financial, stock and enforcement records or sharing knowledge with interested parties, every day will provide you with a learning curve.

With plenty of scope to develop your knowledge and expertise in our fast-paced team, you’ll ensure we’re complying with the relevant legal, regulatory, policy and procedural requirements, so this role would be well-suited to an ambitious individual who loves to learn

Please refer to the **Job Description** for more information.

**About You**:
You’ll probably have some experience in either an administrative or customer service environment, and you’ll be comfortable working directly with the public. From a practical point of view, you’ll understand the importance of inputting and retrieving accurate information from databases, and you’ll appreciate the need to protect confidential information and data. You’ll also be a collaborative team-player who brings a flexible, can-do approach to every task - and your verbal and written communication skills will be second to none

**What We Offer**:
Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

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