Operational Senior Service Support Officer

**Details**:
**Reference number**:

- 274888**Salary**:

- £30,792-
**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- Union, Elections and Places**Type of role**:

- Digital**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Belfast, Birmingham, Bristol, Cardiff, Darlington, Leeds, London, Manchester, Newcastle-upon-Tyne, Norwich, WolverhamptonAbout the job

**Job summary**:
We are looking for an organised, adaptable and motivated individual with good customer service skills and good technical understanding to help ensure that the IER Digital Service (Register to Vote and Canvass Data Match) meets the needs of citizens and local authorities.

This is a rare opportunity to contribute to one of the government’s key digital services, and deliver excellent service to electors and local authority partners.

As Operational Senior Service Support Officer, you’ll implement the day-to-day running of the service and work with the team to ensure the service meets user needs, is efficient and sustainable, and supports Ministers’ priorities for change.

You’ll work closely with the Operational Service Delivery Manager to organise and plan work, liaising with technical colleagues, policy leads and key stakeholders. You will also work closely with colleagues in the team who will be themselves implementing and delivering new workstreams that are outcomes of the Electoral Integrity Programme.

**Job description**:
As a Senior Service Support Officer you’ll:

- Implement the day-to-day running of the Register to Vote and Canvass Data Match components of the IER Digital Service including operational, technical and website support.
- Ensure elector and local authority enquiries and other correspondence relevant to the IER Digital Service are responded to in a timely manner.
- Ensure enhanced service support arrangements are effectively implemented in advance of major electoral registration events.
- Work with the team to identify and deliver enhancements to the service.
- Able to deputise for the Service Delivery Manager when required.
- Support on risk management and contingency planning.
- Ensure appropriate operational documentation is in place and regularly reviewed.
- Ensure the accurate production of statistics and data for the IER Digital Service for relevant colleagues and partners as required.
- Identify and implement changes to improve the efficiency and performance of the service.
- Line management responsibility of colleagues at EO level.
- To represent the digital service at relevant governance meetings and the IER DS Operations Board, a monthly meeting consisting of a number of key stakeholders.
- Take ownership of customer issues, seeing problems through to resolution, and demonstrate understanding and empathy to customers.
- Keep Stakeholders accurately and promptly informed about any service disruptions, updates and events.
- Prioritise and manage multiple incidents and issues at one time.
- Provide support to IER Operational Service Delivery Manager for resolution of service incidents on Register to Vote or Canvass Data Match.

**Person specification**:
Who you are:
We’re looking for people with strong interpersonal skills who enjoy working in a demanding, high profile agile environment. We’re looking for people who are passionate about agile working, who care about technology and who know how to deliver high quality services. We want people who believe that how you work is as important as what you deliver.

We are interested in people who have:

- proven experience using a range of agile project management methods
- interest in understanding what makes teams high performing
- Ability to build strong relationships with a wide base of stakeholders, such as Local Authorities and suppliers.
- Ability to direct and coordinate suppliers and partners in the delivery of an effective and efficient service.
- Ability to identify service improvements and opportunities to make processes simpler and more efficient
- Ability to analyse and draw conclusions from data
- Good written and verbal skills and a strong customer service ethos
- Ability to communicate between the technical and non-technical
- Ability to work independently, managing and prioritising tasks effectively
- Strong planning and organisation skills

Essential Skills for this role
- Communication skills. You can listen to the needs of technical and business stakeholders and interpret them. You can manage stakeholders’ expectations and be flexible. You are capable of proactive and reactive communication. You can facilitate difficult discussions within the team. (Relevant skill level: working)
- Making a process work. You can identify and challenge organisational processes of increasing complexity and those processes that are unnecessarily complicated. You know