**INTERNAL APPLICANTIONS ONLY** Resident Experience & Business Support Operations Officer

**INTERNAL APPLICANTIONS ONLY**   Organisation: London Borough of Waltham Forest   Salary: £35,520 - £37,134 (pro rata for part-time staff)   Contract Type:  1 Permanent and 1 Fixed Term Contract - 12 Months   Working hours per week: 36 hours per week (Monday • Thursday 9am-5.15pm and Friday 9am - 5.15pm) A minimum of 2 days at an office location   Application Deadline: 22/09/2026   Proposed Interview Date(s): Early October 20206   Reference:  2329     About Us:  Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.    We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.    London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.    The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method.      About the role:  This role is responsible for delivering high-quality business support across a range of council services, including customer enquiries, meeting administration, financial processing, records management, and systems administration, while maintaining a strong focus on resident satisfaction and service excellence.   There are two available roles. One is a permanent post the other is a fixed-term position to provide maternity cover, anticipated to last for 12 months. However, applicants should be aware that the duration of the contract may be subject to change. In the event that the employee currently on maternity leave decides to return to work earlier than originally indicated, the contract may be terminated with appropriate notice in accordance with the terms of employment.    >> Click here to download the Role Profile << [https://fs-filestore-eu.s3.eu-west-1.amazonaws.com/Waltham_Forest/govRoleProfiles/Role%20Profile%20-%20Resident%20Experience%20and%20Business%20Support%20Operations.pdf]    Key Responsibilities: These can include:  • Meeting administration, including minute taking for a large variety of meetings, including social care. • Responding to resident enquiries • Processing application forms, contacting residents, completing registrations or requests and surveys Meeting administration • Financial administration such as: transactional finance, purchasing good or services, process expenditure requests, invoices and other financial documents Systems updates and administration: Updating databases and systems Maintaining accurate records Face to face customer interactions, such as reception duties, working at a family centre or hub • To prioritise, organise, and manage workload, meeting statutory, policy and regulatory guidelines and those requirements set out in the service level agreement   Qualifications and Requirements:  To be considered for this position, you should meet the following requirements:  • Experience of having worked in a fast paced, customer focused environment.   • Good knowledge and application of IT systems and software packages.  • Ability to work with minimum supervision, using problem solving skills and initiative to  provide a customer focused service.   • Excellent levels of literacy and numeracy.   • Ability to work flexibly, balancing competing priorities and meeting deadlines whilst  understanding the needs, timescales and deadlines of others.  • Ability to deal diplomatically and confidentially with a wider range of customers both  internally and externally.  • Ability to identify improvements to processes and systems (at a level appropriate to the  role) and to share the recommendations with the wider team.   • High level of professionalism, care and integrity, ensuring a positive image of the  organisation is promoted at all times.  • Strong time management skills.  • High level of flexibility, a positive attitude and ability to adapt to changes.  • Highly organised with the ability to multi-task and be flexible to respond to service  delivery requirements.   • Clear communication skills.  • Ability to build strong relationships.  • Goal-oriented focus with the customer in mind.  • Willingness to learn new skills, processes and systems as appropriate to the role.     Terms and conditions:  The below terms and conditions apply to this role:    • Satisfactory employment references and CIFAS identity checks;  • Satisfactory declaration of interest;  • Satisfactory DBS check;  • As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.    How to Apply:  Interested candidates are invited to submit their applications online by pressing the ‘Apply’ button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.    We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.     Contact Information:  If you have any questions about this vacancy or the application process, please contact Elisabeth Sippings at Elisabeth.Sippings@WalthamForest.gov.uk [Elisabeth.Sippings@WalthamForest.gov.uk]   If you have any technical issues when trying to apply for this post, please contact our Recruitment Team via email at recruitment@walthamforest.gov.uk [recruitment@walthamforest.gov.uk].    Equal Opportunity Employer:  Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: • Promoting equality of opportunity • Opposing all forms of discrimination, intolerance and disadvantage • Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. • Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.    To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy.    We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below or feel free to discuss this during your interview.    For more information on the benefits of working for the Council, please visit https://www.walthamforest.gov.uk/jobs-and-training/find-jobs-and-other-opportunities/working-us.    Fraud Awareness Notice The London Borough of Waltham Forest only advertises vacancies via our official website and approved recruitment platforms (e.g. Jobsgopublic). We will never ask for payment or request sensitive personal or financial information as part of our recruitment process. If you are contacted by a third party claiming to represent the Council, please verify the vacancy via our official careers website before sharing any information.   If you have concerns about a job advert or communication, please report it to: fraud@walthamforest.gov.uk [fraud@walthamforest.gov.uk]    Click here for further information on the Human Resources recruitment privacy notice.