Role Purpose
As a Technical Support Officer, you will be the first point of contact for Building Control enquiries. You will process Building Regulation applications, maintain accurate records, support Building Control Surveyors, liaise with customers, and ensure applications are managed efficiently and in accordance with legislation.
Accountabilities – Service Delivery
- Assist the efficient, effective and consistent processing and resolution of Building Control queries, identifying and meeting customer needs and ensuring the sharing and dissemination of best practice.
- Assist with the understanding of customer needs and enabling a speedier, simpler, more responsive customer journey contributing to the continuous improvement in the delivery of the Council’s outcomes and ensuring high levels of internal customer satisfaction.
- Access and accurately update all relevant information systems, both customer and back‑office, ensuring that the master customer record is updated and maintained through verification and validation, and in accordance with Data Protection principles.
- Supporting customer self‑serve and spotting opportunities for the Council to initiate further enabling and self‑serve.
- Manage non‑complex customer issues effectively and understand when to consult with the Building Control Surveyors and Building Control Manager.
- Maintain confidentiality in line with agreed policy and relevant data protection legislation.
- Support the continuous improvement of processes and procedures within the service using best practice from others where appropriate.
- Provide support for the escalation of service issues.
- Assist with knowledge sharing across services.
The Experience You Will Bring
- Good standard of education with a minimum of 5 GCSEs or equivalent experience.
- Evidence of Continuous and Professional Development (CPD).
- In‑depth understanding of the Building Control function and the relevant legislation and regulations applied to the function.
- Depending on the level and nature of the work undertaken, some post holders may be required to hold technical/specific qualifications.
- Processing reports, responding to information requests, and having a deep knowledge of the data required.
- Some experience of working in a customer‑focused, service‑delivery role and good admin skills.
- Working efficiently, professionally, paying attention to detail and following workflows when processing enquiries.
- Effective management of enquiries, assessing risk, identifying potential fraud and working on more complex enquiries in conjunction with Building Control Surveyors. Ensure outcomes meet legislative and professional standards.
- Manage customer interactions promptly and effectively, establishing the nature of the enquiry and then taking action or referring to another team where appropriate. Knowing when to consult with or pass enquiries to Building Control Surveyors.
- Proven ability to analyse and respond to requests and understand when to escalare enquiries.
- Proven ability to be accurate, detailed and professional in approach to work.
- Proven ability to deliver high standards and good customer service.
- Strong ICT skills and proven ability to learn new systems quickly.
Benefits
- The Local Government Pension Scheme
- Generous holiday entitlement
- Flexible and agile working
- Employee assistance programme
- Cycle to work scheme
- Salary sacrifice car lease scheme
- Discounted local gym membership
- Free parking
Maldon District Council welcomes applications from people of all backgrounds, culture and experience. Applicants will be considered regardless of race, sex, disability or marital status. The council is committed to safeguarding and promoting the welfare of vulnerable groups, including children, young people and adults, and expects all staff and volunteers to share this commitment. Disclosure and Barring checks will be undertaken in accordance with the responsibilities of the role. The council is committed to the employment and career development of disabled people and is a Disability Confident Employer.
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