London Borough of Waltham Forest
**INTERNAL APPLICATIONS ONLY** Resident Experience & Business Support Operations Officer
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**INTERNAL APPLICATIONS ONLY** Resident Experience & Business Support Operations Officer
Organisation: London Borough of Waltham Forest
Salary: SC6 £35,520 - £37,134 (pro rata for part-time)
Contract Type: Full-time, Fixed Term for 12 months Working hours per week: 36 hours per week (Monday - Thursday 9am-5.15pm and Friday 9am-5pm with at least 2 days office based)
Application Deadline: 06/04/2026
Proposed Interview Date(s): Beginning of April 2026 Reference: 2048
INTERNAL APPLICATIONS ONLY
About Us:
Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.
We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.
London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard [https://www.london.gov.uk/good-work-standard] employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.
About the role:
To provide a professional, proactive role delivering Business Support functions to the organisation.
To deliver Business Support functions that support the relevant service area to deliver on its requirements, and provide a seamless service to Residents.
The role will be working in one of the following areas; • Business Support Children’s • Business Support Education • Business Support Adults • Business Support Resources • Business Support Neighbourhoods / Place
The role will carry out Business Support functions for the relevant service area, as set out in the Service Level agreement
Click here to download the Role Profile << [https://fs-filestore-eu.s3.eu-west-1.amazonaws.com/Waltham_Forest/govRoleProfiles/Role%20Profile%20-%20Resident%20Experience%20and%20Business%20Support%20Operations%20%282048%29.pdf]
Key Responsibilities:
Communicate effectively with internal and / or external customers/ service users. Act as point of contact for the service. Provide information and resolve problems, within scope of role, escalating to line manager as required.
Organise and maintain records, databases and documents using the appropriate council process / system.
Create document, reports, correspondence from the information provided, using standard formats and software
To work with colleagues at all levels to identify areas for improvement, ensuring the support offer remains appropriate for all service users
Carry out all duties and responsibilities with reasonable care for the health and safety of self and others and report any potential hazards or unsafe practices to line manager.
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Qualifications and Requirements:
Experience of having worked in a fast paced, customer focused environment.
Good knowledge and application of IT systems and software packages.
Ability to work with minimum supervision, using problem solving skills and initiative to provide a customer focused service.
Excellent levels of literacy and numeracy.
Ability to work flexibly, balancing competing priorities and meeting deadlines whilst understanding the needs, timescales and deadlines of others.
Ability to deal diplomatically and confidentially with a wider range of customers both internally and externally.
Ability to identify improvements to processes and systems (at a level appropriate to the role) and to share the recommendations with the wider team.
High level of professionalism, care and integrity, ensuring a positive image of the organisation is promoted at all times.
Strong time management skills.
High level of flexibility, a positive attitude and ability to adapt to changes.
Highly organised with the ability to multi-task and be flexible to respond to service delivery requirements.
Clear communication skills.
Ability to build strong relationships.
Goal-oriented focus with the customer in mind.
Willingness to learn new skills, processes and systems as appropriate to the role.
Terms and conditions:
The below terms and conditions apply to this role:
- Satisfactory declaration of interest;
- Satisfactory DBS check;
- As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
How to Apply:
Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Equal Opportunity Employer:
Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.
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To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.
For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us [https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us].
Contact Information:
If you have any questions about this vacancy or the application process, please contact Elisabeth Sippings, Head of Business Support at Elisabeth.Sippings@WalthamForest.gov.uk [Elisabeth.Sippings@WalthamForest.gov.uk] .
If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk [recruitment@walthamforest.gov.uk].
The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.
Click here for further information on the Human Resources recruitment privacy notice [https://www.walthamforest.gov.uk/council-and-elections/your-data-and-privacy/our-privacy-notices/hr-recruitment-privacy-notice].
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