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 key role is 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.
Responsibilities
- 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
Qualifications
- Experience of working within a customer‑focused or regulatory environment
- Strong organisational skills and attention to detail
- Ability to assess information, prioritise work and make sound decisions
- Confidence working with different systems, data and case management processes
- Excellent communication skills, able to communicate effectively with residents, colleagues and partners
- Experience supporting service improvement and maintaining high standards
- Understanding of enforcement, community safety or environmental services would be beneficial
About You
Organised and proactive, you bring strong customer service, communication and problem‑solving skills. You remain calm under pressure, take ownership and are committed to delivering excellent services for residents.
Benefits
- A varied role supporting important frontline services
- Opportunity to develop knowledge across Public Protection and Community Safety
- Supportive team environment and development opportunities
- Flexible and modern working arrangements
- Flexible Working Hours
- 36 Hour Week
- Generous Holiday Entitlement
- Hillingdon Sports & Leisure discounts
- Salary Sacrifice Schemes
- Cycle to Work scheme
- Local Government Pension Scheme and Credit Union membership
- Vivup Benefits
- Mental Health Support and Counselling Services
- Travel Support
- Trade Union Membership support
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. We welcome applicants from a wide variety of backgrounds and aim for a workforce representative of all sections of society and Hillingdon residents. The recruitment process is free from discrimination and bias, and we provide reasonable adjustments to applicants with disabilities.
Recruitment Information
Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities who meet the essential criteria for the role. The post is subject to standard DBS Check and 5 years of referencing. Priority will be given to those at risk of redundancy within Hillingdon Council.
#J-18808-Ljbffr…