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
Hillingdon is an ambitious council committed to putting residents first, creating safer communities and delivering high-quality services across the borough.
We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.
Here’s a comprehensive overview of the fantastic benefits we provide:
- Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
- 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
- Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
- Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
- Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
- Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
- Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
- Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
- Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
- Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
- Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.
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.
Recruitment Information
Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.
Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre-employment screening:
- Standard DBS Check
- 5 years of Referencing
Please note: Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.
It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment.
