Technical Support Officer

Technical Support Officer
Pertemps | London Borough of Hillingdon
About the Role:
We are seeking an organised, proactive and customer-focused Technical Support Officer to join the Council’s Resident Services team, supporting its Bereavement Services.
This is a varied role combining technical administration, database management, financial administration and customer service. You will work closely with operational teams, managers and external partners to ensure the smooth and efficient delivery of services to residents.
The successful candidate will be confident managing competing priorities, resolving complex administrative queries and maintaining accurate records, while delivering a high standard of customer care in sensitive situations.
Key Responsibilities

• Provide comprehensive technical and administrative support to operational teams, ensuring service targets and deadlines are consistently met.
• Coordinate team activities, including arranging meetings, preparing agendas, taking accurate minutes and maintaining databases and records.
• Manage high volumes of administrative work, prioritising tasks effectively and ensuring accuracy and compliance with established procedures.
• Respond to enquiries from members of the public, colleagues, funeral directors and external organisations, handling sensitive situations with professionalism and empathy.
• Maintain and update case management and document management systems, supporting colleagues with system queries and resolving more complex issues where possible.
• Produce management information and reports, identifying outstanding actions and supporting effective service delivery.
• Support financial administration, including resolving payment queries, monitoring budget commitments and ensuring compliance with financial regulations.
• Escalate operational issues, potential overspends and risks to service delivery where appropriate.
• Support continuous improvement initiatives, identifying opportunities to improve processes, efficiency and the customer experience.
• Work collaboratively across teams, adapting to changing demands and supporting wider service requirements when necessary.

Essential RequirementsThe successful candidate must demonstrate:

• Experience providing comprehensive technical or administrative support to multidisciplinary teams, including meeting coordination, minute-taking and database or system administration.
• Experience managing high volumes of work accurately, prioritising competing demands and meeting deadlines.
• The ability to use initiative when dealing with routine matters and to identify when issues require escalation.
• Experience building and maintaining effective working relationships with colleagues, senior stakeholders and other partners.
• Experience dealing sensitively and professionally with members of the public in a variety of circumstances.
• Strong organisational skills, attention to detail and the ability to adapt to changing priorities.
• Excellent written and verbal communication skills, with a commitment to delivering a high standard of customer service.

What We’re Looking For:
We are looking for someone who takes pride in delivering an efficient, reliable and resident-focused service. You should be comfortable working in a busy environment, confident using IT systems and able to learn complex processes quickly.
You will need a professional and empathetic approach, particularly when dealing with bereavement-related enquiries, alongside the ability to work independently and collaboratively as part of a wider team.
If you have strong administrative skills, enjoy solving problems and want to contribute to a service that makes a difference to local residents, we would welcome your application.

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