About the role
The Public Protection teams are dedicated to addressing a wide range of service requests, Members’ Enquiries, and other essential tasks that ensure the safety and well-being of our neighbourhoods and residents.
We are seeking a Triage and Performance Officer to join our team, where you will play a key role in managing service requests, supporting enforcement officers in meeting their KPIs, and delivering exceptional customer service to our service users.
Key Responsibilities:
Prioritise and allocate service requests efficiently, ensuring accuracy and the ability to manage routine matters independently.
Provide compassionate and sensitive customer service to our service users, handling enquiries with professionalism and empathy.
Leverage strong IT skills and the ability to quickly learn new systems and tools to support the delivery of services.
What we are looking for:
We require a professional who can:
Analyse, interpret, and manage service-specific enquiries received through all communication channels.
Provide clear, timely, and well-informed advice and guidance to local communities, businesses, colleagues, and partners across the core areas of the role, ensuring adherence to regulatory requirements, local policies, and procedures.
Effectively monitor, assess, and progress day-to-day service issues and complaints, providing compliance advice, evidence gathering, and referrals when appropriate.
If you have the skills and experience to thrive in this role and are passionate about making a positive impact in our community, we would love to hear from you!
About us
- 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.
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:
- Basic
- 3 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.