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job Vacancy

     Posted: 31 August 2017

Vacancy ID:


Vacancy Reference:


Applications In By:

23 October 2017

Job Title

Communication Support Officer

Job Type







Construction Management; Engineering



Full Details

Capita is committed to achieving Customer Focus Excellence, in the way it supports and responds to Members, partner agencies, colleagues and the wider community, to ensure queries and complaints are resolved efficiently, effectively and to agreed service level standards.

We are seeking an individual to help manage and develop our commitment to Customer Focus Excellence through the provision of an efficient and effective level of customer engagement, consultation and customer care service in relation to services delivered on behalf of our Local Authority partners in the Parking and Design Teams.

The role of a Communication Support Officer is central to the achievement of a positive public view of Re and its Local Authority partners and the services it delivers. The successful candidate therefore needs to hold the relevant skills and display the necessary personal qualities as outlined in the Job Description and Person Specification.

About Re

Re (Regional Enterprise) Ltd is the joint venture between the London Borough of Barnet and Capita. Our innovative commercial model was set up in 2013 and brings together the best of public and private sector delivery.

Our services include; Planning and development management, building control, land charges, environmental health, trading standards and licensing, cemetery and crematorium, highways, regeneration and strategic planning.

Through Re, our aim is to create places where people want to invest, live, work and play. We have grown our business to provide a range of property, development and regulatory services to other local authorities and commercial organisations.


With 700km of road and 1400km of footways, the London Borough of Barnet is the second largest of the London Boroughs.

In 2015, the London Borough of Barnet became the most populous borough in London. This increase has been driven in part by the council’s growth agenda and by the popularity of Barnet as a place to live, with high quality housing and good transport connections.

The management, maintenance and improvement of Barnet’s complex and vital network is the responsibility of the Highways department of Re.

From construction to completion; our highways team deal with all elements of highway design and works not only for Barnet, but for other local authorities.

The London Borough of Barnet is a vibrant, exciting and fast paced environment. It is definitely not a sleepy council.

What you will do:

To carry out all relevant duties and responsibilities in the work of the Parking (Design) Team on behalf of the wider Highways Service to ensure the delivery of cost effective and quality services in accordance with Re’s vision and values so as to enhance the quality of life and physical environment of Barnet and contribute to the prosperity of the borough. Post holder will also provide technical support in the effective and efficient promotion and design of  schemes, investigations and analysis as required within budgets and programmes.

Key Areas of Responsibility:

  • Community Engagement
  • Customer Service
  • Consultation
  • Responsiveness and Efficiency
  • Systems Update and Reporting
  • Monitoring and Escalation Point
  • Business Development

Community Engagement

  • To manage the Resident Liaison and Member Service functions with the Parking and design team in the Highways Service;
  • To be the single point of contact for MPs, City Mayor, Members, partner agencies and wider community representatives in relation to service delivery across the Local Authority Partnerships.
  • To attend and represent Re at partner or community based meetings, as required (may require evening and weekend attendance)
  • To undertake presentations at public meetings.
  • To work together with the relevant officers, both within Re, Capita and Local Authority Partnerships to identify any service standard improvement opportunities and improve efficiency.
  • To respond to, and address, any negative public perceptions, as well as challenge misinformation.

Customer Service, Responsiveness and Efficiency

  • To deal with major projects related inquiries and queries by telephone, electronically or face to face.
  • To acknowledge, resolve and respond to Members, partner agency and wider community representative on major project inquiries and queries within agreed target times, in a courteous and professional manner. 
  • To efficiently and effectively record details of major project Inquiries, requests for service, comments and responses on agreed corporate systems
  • To appropriately monitor response times and record progress and outcomes.
  • To liaise with appropriate Business Centre staff to ensure effective and satisfactory conclusions to inquiries and queries.
  • To escalate unresolved inquiries and requests for service to the appropriate Manager and the Director of Communities

Consultation, Systems Update and Reporting

  • To maintain a good level of understanding and knowledge of major projects and services at all times.
  • To liaise closely with Project Engineers, the Customer Service Hub and the Highways Service manager to agree appropriate levels of information sharing and communications around major schemes, which allows Members and key stakeholders to be fully informed of planned schemes and works progress.
  • Assisting with the drafting of Committee reports which may cover policy issues and to implement decisions arising from them.
  • Preparing letters of varying complexity, dependent on the post holder’s grading, including assisting with letters on policy matters, proofs of evidence, technical reports, briefs for consultants and other documents of all complexities as may be required.
  • Carry out duties with due regard to the Re’s Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety policies and procedures.
  • To control any resources allocated ensuring compliance with financial regulations, standing orders and the relevant legislation.

In order to deliver the service effectively, a degree of flexibility is needed and the post holder may be required to perform work not specifically referred to above.  Such duties, however, will fall within the scope of the post, at the appropriate grade.


This role will be based in Barnet.  Travelling may be required to other Capita offices on occasion.

Your experience will include:

  • Outstanding interpersonal skills with the ability to engage with Members, partner agencies, community representatives, Neighbourhood Managers, residents, businesses and colleagues by e-mail, telephone, face to face and at public meetings in a confident and professional manner.
  • Good time /budgetary management skills
  • Confident self-motiving and innovative
  • Excellent verbal and written communicator, with the ability to respond positively to requests for help, take ownership of problems, and act quickly to achieve resolution
  • Good IT Skills
  • Experience / working knowledge with web site administration
  • Experience / working knowledge of graphics packages

You will have the following interpersonal skills:

  • Demonstrable enthusiasm for local involvement, willing to support local people to help shape services and be involved in decision-making processes that may present themselves.
  • Willingness to ‘go the extra mile’ and be persistent in achieving answers.
  • Ability to use own initiative to seek out potentially non-traditional routes to resolution of raised queries.
  • Ability to develop and maintain effective internal and external networks and information sharing opportunities.
  • Ability to document and maintain accurate records.
  • Able to work without close supervision
  • Occasional out of normal hours working

Desirable experience

  • Able to demonstrate suitable experience in parking / traffic / highway engineering
  • Experience in local authority , preferably London or TfL
  • Experience of wide-reaching community engagement.
  • Experience with EXOR
  • Experience / working knowledge of Parkmap and or GIS

Expected Behaviours

  • Ability to communicate with people in a friendly and courteous manner, establishing and maintaining effective working relationships with colleagues at all levels;
  • Confident in dealing with day-to-day performance issues as they arise;
  • Positive approach to change, implementing new initiatives/procedures and addressing any resistance encountered;
  • Good organisational skills.


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