3 months contract with a Local Authority
Job Title: Technical Support Officer (Admin & Clerical)
Job Purpose
The Technical Support Officer is responsible for delivering high-quality customer service, administrative support, and technical assistance to customers, colleagues, and external stakeholders. Acting as a frontline representative of the department, the post holder will provide advice, guidance, and technical support for routine enquiries and service requests. The role involves supporting both office-based and field operations, ensuring services are delivered efficiently, accurately, and in accordance with organisational policies and procedures.
Key Responsibilities
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Provide a professional and customer-focused frontline service as the first point of contact for customers, internal departments, partner agencies, and members of the public.
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Respond to customer enquiries through various channels including telephone, email, online systems, and face-to-face interactions.
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Deliver technical and administrative support to departmental operations, ensuring services are delivered efficiently and effectively.
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Investigate, resolve, or escalate customer issues and technical queries within agreed service standards.
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Maintain accurate records, databases, and case management systems, ensuring data integrity and compliance with information governance requirements.
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Process service requests, applications, and transactions in line with established procedures and service level agreements.
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Support field-based operations by coordinating activities, maintaining documentation, and providing operational assistance where required.
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Liaise with internal teams and external partners to resolve issues and ensure seamless service delivery.
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Monitor workloads and prioritise tasks to meet deadlines and performance targets.
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Contribute to service improvements by identifying process efficiencies and recommending enhancements.
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Ensure compliance with health and safety regulations, data protection legislation, and organisational policies.
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Participate in training and development activities to maintain up-to-date technical knowledge and customer service skills.
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Provide support during service incidents, operational disruptions, or emergency situations as required.
Experience Required
Essential
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Experience of providing customer-facing support in a busy service environment.
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Experience handling enquiries, complaints, and service requests using a range of communication methods.
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Experience of carrying out administrative tasks and maintaining accurate records.
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Experience using IT systems, databases, and Microsoft Office applications.
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Ability to prioritise workloads and manage competing demands effectively.
Desirable
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Experience working within a technical support, local government, housing, utilities, or public sector environment.
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Experience using customer relationship management (CRM) or case management systems.
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Experience supporting field-based operational teams.
Qualifications
Essential
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GCSEs (or equivalent) including English and Mathematics at Grade C/4 or above.
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Evidence of good IT literacy and proficiency in Microsoft Office applications.
Desirable
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NVQ Level 3, BTEC, City & Guilds, or equivalent qualification in Business Administration, Customer Service, Information Technology, or a related discipline.
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Relevant customer service or technical support certification.
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Ongoing professional development relevant to the role.
Skills and Competencies
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Excellent customer service and communication skills.
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Strong problem-solving and analytical abilities.
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Ability to explain technical information clearly to non-technical audiences.
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Good organisational and time-management skills.
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Attention to detail and commitment to accuracy.
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Ability to work independently and as part of a team.
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Proficiency in using business systems and digital technologies.
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Commitment to equality, diversity, inclusion, and customer satisfaction.
Additional Information
Location: Weston Mill Cemetery & Crematorium, Weston Mill, Plymouth, Devon, PL2 2EP, United Kingdom.
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Working Hours: 37 hours per week.
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Work Pattern: Monday to Friday.
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Shift Times: Hours will be worked on a rota basis between:
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8:00am – 4:00pm, or
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8:30am – 4:30pm.
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The post holder may be required to work flexibly to meet operational and service delivery requirements.
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This is a customer-facing role requiring regular interaction with members of the public, colleagues, contractors, and external stakeholders.
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The role is primarily based at Weston Mill Cemetery & Crematorium and may involve supporting both office-based and operational activities across the site.
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We operate on a bi-weekly payment schedule.
Closing date: 4th July – early applications are encourage
