Divisional Technical Support Officer - FLK14627

Could you be our next Divisional Technical Support Officer within our Building Maintenance Division?

In this role you will:

• Respond to requests for technical assistance from members of the public, council staff, councillors and emergency services.
• Use working knowledge of Council Services to ascertain the exact requirements of the customer to ensure delivery of appropriate services, processing service requests through to work instruction.
• Make decisions on all aspects of housing repair and contract related work based on observations made onsite and from information received.
• Liaise with and inspect work carried out by external service providers, managed by our Building Maintenance Division, taking appropriate action to ensure all works are completed on target and within specification. Also, liaise with outside agencies i.e. Scottish Gas, Scottish Power, Fire and Rescue Service etc.
• Check and authorise payments, undertaking spot checks to determine progress and ensure work quality is acceptable.
• Carry out customer satisfaction surveys to assess the level of customer satisfaction with service provision.
• Investigate and report on complaints and enquiries from, for example, Elected Members or Members of the public to enable relevant Building Operations Sectional Officer to investigate appropriate action as necessary.
• Request Technical Appraisals of complex maintenance problems and to liaise, as required, with appropriate staff from other Services to ensure that comprehensive assessments and recommendations are received and actioned.

The ideal person for this role will be organised, customer-focused and able to manage a varied workload in a fast-paced environment. You will be confident communicating with tenants, contractors, colleagues and external agencies, and capable of using your initiative to resolve issues and deliver excellent customer service., * Strong organisational and prioritisation skills, with the ability to manage competing demands and deadlines.

• Excellent communication and customer service skills, with a professional and approachable manner.
• The ability to analyse information, solve problems and make sound decisions.
• Strong attention to detail and a commitment to maintaining accurate records and reports.
• Experience using Microsoft Office applications and other digital systems.
• Experience working in a customer-facing or service delivery environment.
• The ability to work independently and as part of a team.
• A proactive approach to building positive working relationships with colleagues, contractors and partner organisations.
• A commitment to delivering high quality services and achieving positive outcomes for customers.
• A full driving licence and the ability to travel throughout the Falkirk area.

As a Falkirk Council employee, you’ll enjoy a range of flexible benefits

• Local Authority pension scheme.
• 27 days annual leave (increasing up to 34 with time) plus 8 public holidays
• Benefits portal with a range from local to national businesses

Falkirk Council is a council of the future. A community of over 7,000 employees striving to create better lives for all of our residents., At Falkirk Council, we strive to create positive change in our community by empowering our people to make a difference. We are a team-oriented, purpose-driven organisation focused on creating positive change. Be a part of something bigger, be part of our future, and come work with us.

We are looking for people who share our values and want to make a real impact in our communities. Our values: Responsive, Innovative, Trusted, and Ambitious (RITA) shape everything we do.

• Responsive: We embrace technology and modern ways of working to deliver services that meet customer needs every day.
• Innovative: We celebrate creativity and learning to inspire new solutions that make Falkirk a great place to live, learn, work, and visit.
• Trusted: We remove barriers and empower people with the skills to lead independent, fulfilling lives.
• Ambitious: We work together to create sustainable services that make a lasting difference.