Full job descriptionJob Purpose


The Technical Support Officer is responsible for delivering high-quality customer service, administrative support, and technical assistance to customers, colleagues, and external stakeholders. Acting as a frontline representative of the department, the post holder will provide advice, guidance, and technical support for routine enquiries and service requests. The role involves supporting both office-based and field operations, ensuring services are delivered efficiently, accurately, and in accordance with organisational policies and procedures.


Key Responsibilities


*Provide a professional and customer-focused frontline service as the first point of contact for customers, internal departments, partner agencies, and members of the public.
*Respond to customer enquiries through various channels including telephone, email, online systems, and face-to-face interactions.
*Deliver technical and administrative support to departmental operations, ensuring services are delivered efficiently and effectively.
*Investigate, resolve, or escalate customer issues and technical queries within agreed service standards.
*Maintain accurate records, databases, and case management systems, ensuring data integrity and compliance with information governance requirements.
*Process service requests, applications, and transactions in line with established procedures and service level agreements.
*Support field-based operations by coordinating activities, maintaining documentation, and providing operational assistance where required.
*Liaise with internal teams and external partners to resolve issues and ensure seamless service delivery.
*Monitor workloads and prioritise tasks to meet deadlines and performance targets.
*Contribute to service improvements by identifying process efficiencies and recommending enhancements.
*Ensure compliance with health and safety regulations, data protection legislation, and organisational policies.
*Participate in training and development activities to maintain up-to-date technical knowledge and customer service skills.
*Provide support during service incidents, operational disruptions, or emergency situations as required.


Experience Required


Essential


*Experience of providing customer-facing support in a busy service environment.
*Experience handling enquiries, complaints, and service requests using a range of communication methods.
*Experience of carrying out administrative tasks and maintaining accurate records.
*Experience using IT systems, databases, and Microsoft Office applications.
*Ability to prioritise workloads and manage competing demands effectively.