Triage & Performance Analysis Officer

Help Shape Safer Communities Across Hillingdon

Are you an experienced enforcement, regulatory or community safety professional with strong analytical skills and a passion for delivering excellent public services? Do you thrive in a fast-paced environment where effective triage, performance management and customer service can make a real difference to local communities?

Hillingdon Council is seeking a Senior Performance & Triage Officer to play a key role within our Public Protection, Enforcement and Community Safety Service. This is an exciting opportunity to combine leadership, performance management and investigative work while supporting services that help keep our communities safe, clean and resilient.

Working across a broad range of anti-social behaviour, environmental protection and enforcement matters, you will help ensure cases are assessed, allocated and progressed effectively while supporting continuous service improvement.

As a Senior Performance & Triage Officer, you will supervise the delivery of the service's triage and technical support functions, ensuring customer enquiries, complaints and case referrals are managed efficiently and in accordance with legislative requirements, service standards and performance targets.

You will oversee the allocation and progression of cases across Public Protection, Enforcement and Community Safety functions while supporting investigations, performance monitoring and enforcement activities.

You will:

• Lead and supervise the day-to-day operation of the triage function, ensuring cases are assessed and allocated appropriately.
• Manage and support Triage Support Officers, including coaching, training and performance development.
• Assess and respond to complex enquiries relating to anti-social behaviour, environmental protection and community safety.
• Provide clear advice and guidance to residents, businesses, elected members and partner organisations.
• Support enforcement activity, including the preparation of notices, witness statements and court documentation.
• Monitor service requests, workloads and case progression to ensure statutory requirements and service standards are met.
• Produce management information, performance reports and intelligence to support service planning and operational decision-making.
• Analyse trends and performance data to help target resources and improve outcomes.
• Support the development of policies, procedures, digital systems and self-service tools.
• Assist with committee reports, working groups, projects and service improvement initiatives.
• Work collaboratively with internal teams and external partners to support effective service delivery.
• Contribute to emergency planning, business continuity and incident response activities when required.

About You

We're looking for a highly organised and motivated professional who can combine strong customer service skills with analytical thinking, technical knowledge and leadership capability.

You will have:

• Experience working within enforcement, community safety, environmental protection, regulatory services or a similar public sector environment.
• Experience supervising or supporting staff and managing workloads.
• Strong knowledge of case management processes and customer service delivery.
• Excellent analytical skills and the ability to interpret data, identify trends and produce meaningful reports.
• Experience handling complex enquiries, complaints or casework.
• Strong communication skills with the ability to engage effectively with residents, elected members, partners and colleagues.
• The ability to manage competing priorities and meet demanding deadlines.
• Experience preparing reports, notices, statements or other formal documentation.
• Good understanding of data protection and confidentiality requirements.
• Strong organisational and problem-solving skills with a commitment to continuous improvement.

Experience within anti-social behaviour, environmental enforcement, public protection or community safety services would be particularly advantageous.

Why Join Hillingdon?

At Hillingdon, we're committed to putting residents first and delivering high-quality services that help create safer, cleaner and stronger communities.

This role offers a unique opportunity to contribute to a wide range of regulatory and community safety functions while helping to shape service performance and support frontline enforcement activity.

In return, we offer:

• A varied and rewarding role with real community impact.
• Opportunities for professional development and career progression.
• A supportive and collaborative team environment.
• Flexible working arrangements where service needs allow.
• Generous annual leave entitlement.
• Membership of the Local Government Pension Scheme.
• Access to a range of employee wellbeing and benefits programmes.

Join Us

If you're passionate about public service, performance improvement and helping deliver effective enforcement and community safety outcomes, we'd love to hear from you.

Join Hillingdon Council and help us continue putting residents first while supporting services that protect and improve our communities every day.