Service Assurance Officer

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

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 Assurance Officer in the Enforcement team, you can make your own powerful contribution by ensuring that people park compliantly. This huge challenge will see you spending a great deal of time out on the streets as you monitor 45,000 parking spaces and 600 miles of kerbside across 1,990 streets. As a member of the Parking Services team, you will provide a support service, working in partnership with our outsourced service providers to identify parking issues and enforce the relevant standards.

With our local community looking to you to ensure that they can safely navigate our roads and pavements, you will work in partnership with the service provider to deliver on-street and off-street enforcement. This will include managing the Service Enhancement Programme, and ensuring our providers are delivering on their contractual obligations - so we will also expect you to regularly assess policies and processes to ensure the best quality services are being delivered to our residents.

As a trusted partner to external organisations such as the Police, you will have plenty of variety in each day, and we will be keen to hear your ideas on how we can improve the customer experience. As such, you will quickly become a Parking Service technical expert, so your opinions and thoughts will be highly valued by the team.

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

**About You**:
While this role is undoubtedly interesting, it will also provide you with additional progression opportunities into areas such as Transport Planning and Public Realm scheme delivery, so there really is no saying where your career will take you next

To make the most of this opportunity, you will therefore have fantastic communication skills, with the ability to build relationships with everyone from residents through to City Highways teams and City Inspectors. Handling complaints and finding solutions to problems will make up much of your working day, so you will need to have an understanding of how to deliver a high-quality customer service experience, adapting your approach according to the varied needs of each person.

As you will spend much of your time on your feet out on street in Westminster’s iconic streets, you will be a motivated self-starter with the ability to manage your own workload, and you will be adept in Word, Excel and PowerPoint. With experience of supplier relationship management, you will have an understanding of public sector processes and quality management frameworks. Bringing a team-spirited approach to every challenge, you will be results focused.

**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, therefor