Job descriptionAt Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Environment Department, we offer a wide range of services to help make the borough an attractive place, one that is safe, clean, and green and one in which our residents take pride. The parking services, customer services team is looking to recruit 1 highly motivated Senior Appeals and Information and Special Events Officer, to join this fast paced ever evolving team, who are responsible for providing excellent service, to both the residents, and the parking services customers. Some of the main duties of the Appeals and Information and Special Events Officer is responding to freedom of information and Service Access requests, member enquiries, complaints, VQ5s, and special events. As well as the above responsibilities, they also must be able to deal with and plan for special events in the borough and have the ability to deal with customer and staff enquiries relating to Hammersmith and Fulham Resident Visitor Permits. They will also be responsible for dealing with abandoned vehicles (including scrapping and auctioning). The successful candidate will also be the senior lead in the team on technical matters and must be able to Supervise the Customer Care or any other team on a rota as directed. The successful candidate will be offered training in relation to the job role and will be expected to work within the Road Traffic Act Legislation, Traffic Management Orders and the Council's policies and procedures, and with the drive to help work to maintain and improve service delivery, resulting in the ability to respond to customer enquiries in a professional and equitable manner. The successful candidate may also be required to undertake Saturday working on a rota basis. Our mission is to be the best council. To do this, we need the best people to help build our vision. If you're looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you. Please refer to the Role Profile for more information Role Responsibilities: You will need: To be responsible for responding to freedom of information and Service Access requests, member enquiries, complaints, VQ5s, and special events. To gather data and co-ordinate responses to Freedom of Information requests, Requests for Information and data protection enquiries and issues, liaise with corporate FOI teams and ensure responses are delivered to set timescales. To prepare responses to enquiries for the borough’s press office, liaise with managers as appropriate. To prepare responses for the Local Government Ombudsman and Information Commissioner’s Office on behalf of the service To work as part of a team to help deliver the services’ information management and special events functions. To Supervise the Customer Care or any other team on a rota as directed. To assist with service improvement programmes. To have a thorough knowledge of the Road Traffic Act 1991, Traffic Management Act 2004, related Parking and Traffic Law, FOI act, and keep informed of all relevant legislative change. People Values: How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do. We are fair We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all. We are caring We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success. We are collaborators We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone. We are driven We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do. Recruiting for Attitude: Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes: Complex problem-solving The ability to work within a complex system and find simple solutions and outcomes that deliver real change. Critical thinking The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources. Creativity You take approaches that demonstrate how doing things differently and creatively changes the dynamic in situations. You can apply creative solutions that deliver hard outcomes. People management You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exceptional feedback from your team about their working environment. You recognise and support people as individuals. Coordinating with others You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You can also recognise how others work, think, and feel to get the most out of collaboration. Emotional intelligence You have a high degree of self-awareness and self-regulation in a wide range of situations from one-to-one conversations to team and group dynamics. You can recognise motivating factors and demonstrate empathy appropriately applying a wide range of adaptive social skills. Judgement and decision making You can take rational and evidence-based decisions and take responsibility for your decisions and actions. Where there is ambiguity or a lack of evidence you can demonstrate the ability to understand the environment and show flexibility in applying your judgement. Negotiation You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level. Service orientation You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives. Cognitive flexibility The ability to recognise the environment in which you work and adapt and shift to this environment to maximise your own personal achievement and lead others in the same approach. Applying cognitive flexibility to situations of significant change and transformation. Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment. Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies. We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
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