About the role
Hillingdon Council is looking for a Senior Triage & Applications Officer to support the delivery of Public Protection, Enforcement and Community Safety services.
This is a key role responsible for overseeing effective case triage, providing technical support and ensuring enquiries are managed efficiently in line with service standards. You will support the allocation and progression of cases across areas including antisocial behaviour, nuisance and environmental protection, helping deliver high-quality outcomes for residents and communities.
You will supervise a small team, maintain effective processes and work closely with officers, managers and partners to ensure services are responsive, accurate and customer focused.
You will:
* Supervise and support Triage Support Officers, including training and development
* Manage and prioritise incoming enquiries, ensuring cases are assessed and allocated appropriately
* Provide advice and guidance to residents, businesses and partner organisations
* Support investigations by gathering information, maintaining records and preparing documentation
* Assist with enforcement processes, including notices, statements and evidence preparation
* Monitor workloads, performance information and service trends
* Support improvements to systems, processes and customer access channels
* Work collaboratively with internal teams and external partners to deliver effective services
About You
We are looking for an organised and proactive individual with strong customer service, communication and problem-solving skills.
You will bring:
* Experience of working within a customer-focused or regulatory environment
* The ability to assess information, prioritise work and make sound decisions
* Strong organisational skills and attention to detail
* Confidence working with different systems, data and case management processes
* The ability to communicate effectively with residents, colleagues and partners
* Experience supporting service improvement and maintaining high standards
* An understanding of enforcement, community safety or environmental services would be beneficial
You will be someone who remains calm under pressure, takes ownership and is committed to delivering excellent services for residents.
What We Offer
* A varied role supporting important frontline services
* The opportunity to develop knowledge across Public Protection and Community Safety
* Supportive team environment and development opportunities
* Flexible and modern working arrangements
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly.
The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.
Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.
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