Service Support Officer WCC621414

Job Details:

Salary range:  £33,291 - £36,345 per annum 
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP 
Hours per week: 36 
Contract type: x1 Permanent x1 Temporary up to 24 months
Closing date: 29 June 2025
Interview date: 14 - 15 July 2025

About Us:

THE EXTRAORDINARY STORY OF KEITH’S TRANSFORMATIONAL WORK 

Public Protection & Licensing in Westminster City Council is a world of extraordinary stories. Where people like Keith and his team are passionate about keeping our borough clean, safe, healthy and free of pests.

Pest control might not sound like the most glamorous job, but to Keith it’s the best job in the world. As our Senior Pest Control Technician, it’s his task to see that Westminster is kept free of the sort of pests which can cause worry, fear, discomfort and – in the worst cases – illness. He and his dedicated team work tirelessly across the entire borough, from restaurants and cafés to parks and gardens, and from shops and offices to houses and flats.

Keith started his career in research and development for the private sector, before becoming a field biologist and then joining us here in Westminster. To begin with he was on a two year contract but when this was about to end he was asked to stay, and he’s been here ever since, working his way up the career ladder, and is now leading his team.

No two days are the same for him and the team, but the best ones are when they’re called out to help a family who are suffering from an infestation of – for example – mice, and this is not only making their lives a misery, but is creating unhealthy living conditions. But once the team have finished their work all of a sudden the family’s lives are transformed, they feel safer living in their own home, and can sleep peacefully at night without the worry discomfort and noise of tiny little feet scurrying around.

And on top of this, he believes that if you love your job, and are passionate about what you can achieve, you can build a fulfilling, rewarding and truly life-changing career at Westminster.

The Role:

As a service support officer, you can make your own powerful contribution. This role requires a confidence providing administrative support, a mind for understanding legal documents, and an ability to collaborate well to provide a high-quality service.  

You will provide support in Public Protection and Licensing, ensuring service quality and continuity. In your specialism, you’ll maintain and review systems, processes, and procedures to improve service delivery while complying with legal and regulatory requirements. When necessary, you will escalate concerns to management.

Another key aspect will be maintaining financial, stock, enforcement and other records. Reviewing data to contribute to resource planning, demand management and service delivery, following established procedures to ensure adequate resources are available to meet work requirements. 

Collaboration is integral to this position, you can expect to liaise with colleagues, organisations and the public. Crucially, you’ll assist team leaders with delivering customer-focused frontline services. This will entail the coordination of meetings, events, service requests and complaints. You’ll respond to customer queries in a timely manner, while being sensitive to concerns, highlighting risk and delivering a satisfactory response; this may be verbal or written. We’d like for you to champion and offer superb technical support within the office. In any case, you are adept at prioritising your workload to meet deadlines, maximising service quality and continuity.

You will achieve all this as part of a team in which employees feel safe, secure and comfortable being able to show up as their whole selves. Working across the Directorate’s teams, you’ll enjoy both the varied and important nature of the role. 

Please refer to the Job Description for more information. 

About You:

We are searching for someone with previous experience of delivering service support within a high-performing business environment. Alternatively, your experience lies in delivering a high level of customer service in a front-facing role. If you have transferable skills, we’d like to hear from you.

For the technical, administrative side to this role, you’ll bring experience in the use of databases, including inputting and retrieving data accurately. You understand the importance of confidentiality and data protection. All round, you have excellent computer skills, experience in all Microsoft Windows applications, and the ability to quickly learn new systems. 

We’d like for you to have experience in dealing with enquiries and communicating with the public. These will be complemented by strong written and oral skills. 

You are self-motivated and happy working in a team. In both cases, you bring a positivity and flexibility to delivering a terrific service. No formal qualifications are necessary to apply for this role.  

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit  https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.