Job Title: Customer and Operations Officer Location: Colindale / Hybrid
Directorate: Assurance
Service: Assurance and Business Development
Grade: F
Salary: PAYE rate £13.19 / LTD rate £17.50 per hour
Contract Type: Temporary (Start: 26/08/2025 – End: Minimum 27/10/2025)
Reports to: Customer and Business Development Manager
Job Purpose To deliver outstanding customer service and high-quality operational support for Community Safety and Protection services. The postholder will contribute to the continuous improvement and delivery of a robust compliance and business support function within the Assurance Directorate.
Key Responsibilities
Provide first-class operational support including case allocation, customer communications, application processing, invoice handling, penalty notices, and performance monitoring.
Manage and monitor shared mailboxes; respond to queries and service requests promptly and professionally.
Support the review and implementation of new or updated operational processes and systems.
Maintain and administer case management systems, ensuring compliance and usability.
Prepare reports and maintain accurate data across spreadsheets, databases, and business systems.
Assist with business continuity planning and health & safety compliance across services.
Support improvement projects, audits, and action plans.
Arrange and minute meetings, maintain action logs and ensure timely follow-up.
Assist with internal and external communications, including intranet and website content.
Contribute to business planning, recruitment, staff onboarding, and service development.
Foster a culture of continuous improvement and stakeholder satisfaction.
Provide flexible support across Customer and Business Development functions as needed.
Person Specification Qualifications & Experience
Essential: Level 3 qualification (A-Level equivalent) or equivalent experience.
Desirable: Qualifications in administration, business management, or communications.
Experience in high-quality customer service and operations/business support.
Proven ability to manage competing priorities and deliver results under pressure.
Skilled in using and maintaining databases, spreadsheets, and Microsoft Office 365.
Knowledge of local authority or public sector environments is advantageous.
Skills & Abilities
Strong verbal and written communication.
High accuracy and attention to detail.
Able to handle sensitive/confidential information appropriately.
Excellent interpersonal and stakeholder engagement skills.
Analytical thinking and ability to simplify complex information.
Able to deliver independently while contributing to a wider team.
Understanding of basic financial processes is desirable.
Core Values and Behaviours We expect all staff to demonstrate our organisational values:
Caring – Empathetic and supportive, prioritising trust and well-being.
Learning to Improve – Open to feedback, innovation, and self-development.
Inclusive – Committed to diversity, equality, and constructive engagement.
Collaborative – Strong teamwork, shared accountability, and outcome-focused.
Additional Information
No direct line management responsibilities.
Postholder must comply with all Council health and safety policies and practices.
Flexible working is required, including occasional out-of-hours or off-site work.
This job description is not exhaustive and may change in consultation with the postholder.
Apply Now Service Care Solutions is proud to assist in this recruitment campaign. If you meet the above criteria and would like to be considered, please apply now or reach out directly to discuss the role in more detail.
Harry Greenhalgh
Specialist Recruiter – Youth Justice
Service Care Solutions
(url removed)
(phone number removed)