Triage and Performance Officer

Maternity Cover | Up to 12 months

We are looking for a proactive and detail-focused Triage & Performance Officer to join our Public Protection, Community Safety and Enforcement Services. This is a key role supporting the delivery of high-quality, customer-focused services to residents, businesses and elected members.

You will provide technical support across a range of service areas, helping ensure performance standards and targets are met while contributing to safer, cleaner communities across the borough.

You will undertake a range of desk-based duties relating to antisocial behaviour (ASB), nuisance and environmental protection. You will act as a first point of contact, providing clear advice and guidance, progressing cases and supporting enforcement activity in line with legislation, including the Antisocial Behaviour, Crime and Policing Act 2014.

Key responsibilities include:

• Analysing, interpreting and responding to service enquiries across multiple channels
• Providing timely, accurate and joined-up advice to residents, businesses, colleagues and partners
• Monitoring, assessing and progressing complaints and service requests, including gathering evidence and making referrals where appropriate
• Supporting enforcement activity, including drafting legal notices and maintaining accurate case records
• Collating and maintaining up-to-date records, registers and data systems
• Supporting data analysis to identify trends in ASB and environmental issues and inform service improvements
• Assisting with case management systems, web content and self-service tools
• Supporting project work, committee and hearing preparation, and policy development
• Ensuring compliance with GDPR, data protection and corporate procedures
• Supporting emergency planning and business continuity activity when required

You will also play a key role in maintaining effective communication with residents, elected members and partners, ensuring updates are clear, timely and professional.

About You

We are looking for someone who is organised, analytical and committed to delivering high-quality public services. You will be confident managing a varied workload and working in a fast-paced environment.

You will have:

• Experience handling complex enquiries and delivering excellent customer service
• Strong communication skills, with the ability to explain technical or regulatory information clearly
• Good organisational skills and attention to detail, particularly in record keeping and data management
• The ability to analyse information and contribute to performance monitoring and reporting
• An understanding of, or interest in, ASB, environmental protection or enforcement services
• A proactive approach to problem-solving and continuous improvement
• The ability to work independently and as part of a team

Additional Information

You will work closely with a wide range of internal departments and external partners, including agencies such as the Environment Agency, police, fire services, health partners and social landlords.

This role requires flexibility and a willingness to support emergency response and business continuity activity when needed.

• 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.
• Perkbox Benefits – Access a variety of offers and discounts through our Perkbox 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.

• 2 years of Referencing