OR118485 – Customer Delivery Officer

Main Purpose of the Role

To provide technical, administrative and customer service support to the Council’s Enforcement & Safety Service, assisting Environmental Health and Licensing Officers with the efficient delivery of regulatory functions. The role involves processing licence and permit applications, handling public enquiries, maintaining accurate records, managing payments and supporting enforcement and compliance activities.

Typical Day Overview

• Respond to telephone, email and in-person enquiries from residents, businesses and internal Council teams.

• Monitor shared Environmental Health and Licensing inboxes, directing enquiries to the appropriate officers.

• Process licence, registration and permit applications, including validation, consultations and issuing documentation.

• Conduct taxi driver Knowledge Tests and English Speaking and Listening assessments.

• Process licence fees, purchase orders, supplier invoices and other payments.

• Record and process RIDDOR notifications, death reports and infectious disease cases.

• Prepare, format and issue licences, badges, certificates and statutory documents.

• Send renewal reminders and monitor compliance requirements for licensed drivers, vehicles and premises.

• Maintain enforcement records and support officers with compliance checks, suspensions and enforcement actions.

• Provide administrative support during interviews under caution, including accurate note-taking.

• Ensure records are accurate, confidential and compliant with data protection requirements.

Key Skills and Responsibilities

• Administrative Support: Provide accurate and timely clerical and technical assistance to Environmental Health and Licensing Officers.

• Licensing and Regulatory Administration: Process applications, registrations, permits, public notices and statutory documentation.

• Customer Service: Handle enquiries professionally, resolve queries at first contact where possible and escalate complex matters appropriately.

• Application and Case Management: Validate applications, manage consultations, monitor deadlines and maintain public registers.

• Compliance and Enforcement Support: Maintain enforcement records, conduct compliance checks and support officers with case progression.

• Financial Administration: Process supplier invoices, purchase orders and licensing fees in line with financial and audit procedures.

• Record Keeping and Information Governance: Maintain accurate, up-to-date records and handle sensitive information securely.

• Communication: Demonstrate strong written and verbal communication skills when dealing with residents, businesses and stakeholders.

• IT and Systems: Use office software and relevant databases to process applications, maintain records and monitor renewals.

• Legislative Knowledge: Develop and maintain knowledge of licensing legislation, regulatory frameworks and Environmental Health procedures.

• Organisation and Prioritisation: Manage competing demands, meet tight deadlines and ensure work is completed accurately.

• Teamwork: Work collaboratively with Council officers, external organisations and partners, including the police and fire service.

Essential Qualifications and Requirements

• Substantial relevant work experience in local authority licensing and regulation.

• Good IT skills, including experience using standard office software.

• Well-developed written and verbal communication skills.

• Ability to listen actively, identify key information and handle enquiries effectively.

• Experience administering processes within tight timescales while maintaining a high level of accuracy.

• Demonstrable problem-solving skills and the ability to find appropriate resolutions.

• Thorough working knowledge of the legislative frameworks relating to licensing applications.

• Ability to manage confidential information and follow data protection, information governance and customer care procedures.

• Willingness to support Environmental Health and Licensing Officers during visits and inspections.