Service Support Officer

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within The Economy department, we aim to be efficient in everything that we do. We believe our residents deserve a place that is safe, clean and green, with high quality services they can rely on.

The Economy department was freshly established in order to bring together the key capabilities in the organisation that will help develop a thriving and resident-led economy for Hammersmith & Fulham over the medium to long term.

It is an exciting time in the Economy department as it is also undergoing a review of business systems that support its operational activities. These services include housing, homelessness, asset management, supported housing, repairs and building compliance.

Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

Please refer to the **Role Profile** for more information.

**Role Responsibilities**:

- Provide operational support for the delivery of the integrated housing management system, monitoring and requesting supplier activity and monitoring performance levels and taking corrective action.
- To be a responsive, effective point of contact for users to log and resolve incidents and problems and to report, log, coordinate and escalate them with the council service desk, suppliers, contractors and council’s digital services.
- Represent the stakeholders and resident requirements to the supplier and at user groups to promote continual improvement of the software and services.
- Promote engagement take-up and usage of the integrated housing management system and business intelligence solutions.
- Assist with the monitoring of the performance of software suppliers against SLA and expectations.
- Help identify and manage risks to the availability, performance, security and compliance of the systems and services.

**People Values**:
How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

**We are fair**

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

**We are caring**

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

**We are collaborators**

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

**We are driven**

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

**Recruiting for Attitude**:
Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes:
**Complex problem-solving**
The ability to work within a complex system and find simple solutions and outcomes that deliver real change.

**Critical thinking**
The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources.

**Creativity**

**People management**
You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exceptional feedback from your team about their working environment. You recognise and support people as individuals.

**Coordinating with others**
You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You can also recognise how others work, think, and feel to get the most out of collaboration.

**Emotional intelligence**

**Judgement and decision making**

**Negotiation**
You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level.

**Service orientation**
You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives.

**Cognitive flexibility**

Hammersmith & Fulham Council is committed to safeguarding and promoting the welfa