Norwich City Council
ASB Triage and Support Officer
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Job Purpose
To ensure the effective and timely allocation of ASB cases and support the ASB response and enforcement teams to meet team objectives.
Provide business administration and support for Early intervention and community safety services, as directed by management.
Job Description
Key Corporate Accountabilities
- Working under direction, plan and execute special projects in response to local need, which may vary in time duration and may involve analytical work of a statistical nature.
- Establish and sustain effective working relationships with customers, councillors, officers, and other stakeholders in relation to services provided, including giving specialist advice and technical support as required.
- Ensure that ASB reports, complaints, councillor enquiries, MP enquiries, and FOI requests received are processed in accordance with the council service standards.
- Provide administrative assistance to the service area where needed, as directed by management.
General Requirements
Post holders will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested by management.
Duties and responsibilities must be carried out in accordance with relevant Norwich City Council policies and procedures, within legislation, and any code of professional ethics of relevant professional body.
All employees are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy, Safeguarding, and health and safety standards, and to participate in personal learning and development necessary to the post.
Responsibilities
Knowledge and Experience
Essential
- Previous experience of working in an office environment.
- Experience of standard Office (Word, Excel, and Outlook) software packages to produce standard letters, reports, documents, and emails and of managing electronic and manual filing systems and project plans.
- Experience of organising and taking accurate notes at meetings.
- Experience of diary management including using electronic diaries.
- Developing and maintaining administrative systems and procedures.
- Working in a customer and delivery-focused environment.
- Experience of undertaking research and providing reports under instruction.
- Understand how to provide excellent customer service whilst complying with corporate, service, and legal requirements.
- Understand relevant ASB legislation and district council options and responsibilities for helping to bring about behaviour change.
- Current knowledge of the local partnership landscape to support individuals or those with additional or specific needs.
- Understanding of relevant Housing legislation.
- Understanding of safeguarding protocols and procedures.
- Understanding of what constitutes hate crime and incidents and how to report/refer and/or signpost.
- Computer literacy including Microsoft Office package.
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Skills Required
- Demonstrate the ability to understand and learn new ICT systems.
- Demonstrate the ability to learn and understand legislative requirements of the service.
- Ability to work in an environment sometimes subject to high pressure and requiring quick response.
- Analyse, manipulate, and interpret data from a variety of sources.
- Proven interpersonal skills with the ability to work collaboratively and to communicate effectively.
- Planning, prioritising, and organising to effectively deal with varied and demanding priorities, to respond to priority customer needs appropriately, meet defined goals including fixed deadlines, and ability to use initiative to progress issues as necessary.
- Work accurately and flexibly with attention to detail, while managing multiple tasks.
- Plan and carry out project work as required, to achieve team improvements and resolve local issues.
- Methodical and practical with good time management, to help ensure the team meets corporate response standards.
- Ability to work using own initiative, demonstrating a proactive approach to generate and grasp new ideas quickly and being able to effectively put them into practice.
Educational Requirements
Essential
- Education to Level 3 standard or equivalent, including Maths and English to level 2.
Why Work for Us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK
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We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life, or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays, and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment, and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation, or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life, or a sideways move – we have a variety of challenging employment opportunities for everybody.
- All employees are eligible to join the Local Government Pension Scheme (LGPS)
- Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees.
- In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas.
- Norwich City Council supports its employees through the provision of occupational health and employee assistance support.
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