Waste Business Support and Development Officer

1 month ago


Hethersett, United Kingdom South Norfolk Council & Broadland District Council Full time

**Do you have as much enthusiasm as our customers?**

**What you could be part of ** The Operations team is, amongst other things, responsible for delivering an efficient and effective waste collection service to meet the requirements of both residents and businesses across Broadland and South Norfolk Councils.

The role involves:

- leading and managing the delivery of the business support functions that underpin the waste operations at both Broadland and South Norfolk Councils.
- Being responsible for leading and developing the delivery of a strong and focused Customer Services team, including the garden waste single point of billing.
- Managing the input and production of performance data and statical returns to ensure the efficient running of the waste operations.

Working at the Council enables you to be part of an organisation which is proud to deliver high-quality, customer focused services. Our success comes from us being commercially astute and business-like. Continuous improvement is also vital, and we challengeourselves to develop new and innovative ways to improve the services that make a real difference to peoples’ lives.

**What you’ll be doing**
- Managing the performance, development, attendance and conduct of the Waste Customer Services and Business Support team, as required.
- Embedding exceptional customer services in the team and leading the resolution of any customer or stakeholder complaints regarding waste, to provide a first-class customer journey.
- Leading the development and integration of customer self-service web-based options into operational software to increase customer choice. This includes use of innovation and extensive engagement with both internal and external stakeholders, such as Veolia.
- Leading the Waste Customer Service team to effectively deliver garden waste single point of billing for both authorities, through project planning and resource allocation. This includes dealing with complex issues and liaising with other Council supportingfunctions, setting milestones and undertaking timely interventions to resolve any issues.
- Leading and continually developing high quality administration, business support and customer services which enable and complement the objectives of the waste operation.
- Managing the production of performance data, including all inputs into the national Waste Data Flow reporting system, the production of KPIs to assist the management of the waste service and the Veolia contract.
- Managing and overseeing the submission of returns to enable the Councils to be able to reclaim external funding / grants, including annual recycling credits.
- Conducting research with other Councils and stakeholders to identify best practice to continuously improve the waste operation and customer journey
- Leading effective staff development and talent management, training and maintenance of competence standards across the waste business support team, ensuring continuous improvement of processes and procedures.
- Managing and take responsibility for strong governance and compliance with Council processes and procedures, performance, HR, governance, accessibility, information management, data protection and equalities.

**You must have**
- A-level standard of achievement with a management qualification
- NVQ Level 3 Institute of Leadership and Management Level 3 or above, both with a proven track record, ideally in the service sector.
- Effective people management skills: a demonstratable ability to lead a team, developing, mentoring, monitoring and performance managing staff to deliver a quality service to customers, whilst encouraging innovation and personal accountability and responsibility.Ability to work collaboratively as part of a management team, supporting peers, with strong team working skills in an ever changing and challenging environment
- The ability to work collaboratively as part of a management team, supporting peers, with strong team ethos in an ever changing and challenging environment.
- The ability to provide direction and innovation to other business teams to resolve problem and deliver a better service for the residents.
- The ability to deal with complexity, manage change, develop innovative solutions and plans to contribute to continuous improvement.
- Excellent communication skills with both internal and external stakeholders to ensure programmes stay on track.
- The ability to ensure compliance with organisational processes and procedures, including finance, performance, HR, governance, health and safety, information management, data protection and equalities.
- The ability to design and develop innovative systems and new ways of working to broaden customer choice and promote a first-class customer journey.
- 31 - 45% of this role’s time will be spent on external communication.

**What’s in it for you**

**Why Work For Us?
Do you want to know more about why our staff work for us? Our website has a fantastic why work for us section where our staff tell us what makes working for the Councils so special.

**What Roles Do the Councils Offer?
The Councils operate a vast and diverse number of services for our residents, so with this comes a vast and diverse amount of job roles within the Councils. Our website has a great graphic showing all our job families and roles within the Councils. Fromhere you can plan your career with the Councils or get some ideas on other roles that you may be interested in.

**What Benefits do our Employees Receive?
View all our amazing staff benefits on offer for our employees. Our website has a brilliant benefits section allowing you to see the range of discounts, exclusive offers and total rewards our employees receive. Make sure you stop by to find out more information.

**What Employer Accreditations do we Hold?
The Councils have a range of employer accreditations that we have worked very hard to achieve. Our website has a full descriptive list of all our current accreditations and what this means for our employees.

What Wellbeing Support do our S



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