Job Title: Technical Support Officer
Post requires candidate to be entitled for work: Yes
Salary Range: £40,374.57 to £51,528.70
Contract Type: Permanent
Full time/Part Time: Full Time
Term Time only post: No
Advert Closing Date:10/02/2025
By joining the Government of Jersey and wider Jersey Public Services, you'll be proud of what you can achieve – both for yourself and the people of Jersey. You'll enjoy a broader scope that allows you to express yourself, in a smaller setting that means you see the positive results of your impact every day. You'll have a diversity of opportunities that stretch and challenge you, with all the personal and professional support you need. Most of all, in our open, welcoming environment, your voice matters, enabling you to build a rewarding career.
Job Overview
This position is responsible for issuing Public Service Vehicle (PSV) taxi-cab licences and plates on behalf of the Inspector of Motor Traffic at Driver and Vehicle Standards. Supporting the Inspector and Deputy Inspector of Motor Traffic in the necessary procedures, enquiries and administration to ensure that all PSV / taxi-cab drivers in Jersey operate to a set of recognised standards for the benefit of Islanders’ and road users’ safety.
Job Purpose
Providing professional and comprehensive technical support services to the business, initiating, managing and reviewing work processes and systems to enable the business functions of the section to be carried out efficiently and effectively.
Technical Support Officer role is a link grade between grades 7 and 8. Newly appointed Technical Support Officers will be a grade 7. Grade 8 Technical Support Officers will have a minimum of 3 years business support experience working in a specialism as relevant to the service that the role is a part of or have business support experience in more than one technical specialism. Grade 8 Technical Support Officers will generally work with specialist business applications and software of a greater level of complexity involving data/trends analysis and manipulation/recording of drawing (e.g. CAD) and/or have direct line management responsibilities. Grade 8 Technical Support Officers will also typically be responsible for the procurement of goods and services of a substantial value (i.e. between £250k - £1.8m p.a.) and/or be responsible for the security and confidentiality of financial and asset maintenance information, in respect of which, failure to comply with statutory obligations would pose a significant cost and reputational risk to the Government.
Job Specific Outcomes 1 of 2
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Maintain the management of software and technical databases or processes as applicable to the area of the business, by screening, validating and collating technical / operational input and output data, and creating accurate records and files to support the effective running of the sections' activities. Prepare reports by collating, manipulating and analysing information related to complex operational / business performance and output data as relevant to the section, reporting anomalies, preparing statistics and analysing data to identify trends and potential issues before they become operational problems. Develop, maintain and monitor risk assessments and method statements, maintaining up-to-date records and ensuring all standard operating procedures are completed, reviewed and updated and that document registers, including H&S information (where applicable), are kept up-to-date and incidents are reported, to ensure compliance and best practice governance standards are followed at all times.
Coordinate and control the financial administration of the section, ensuring compliance with Government accounting and procurement procedures, invoicing all relevant chargeable services, including timesheet related recharge information, where applicable, registering revenue and / or capital income; preparing financial reports and revenue estimates and ensuring accuracy and appropriate profiling in accordance with expenditure and income patterns, enabling effective business decisions that support operational delivery of good quality and best value services for the benefit of the public.
Provide the first point of contact for PSV customer enquiries, requests and complaints, taking action as required, organising and enabling the delivery of professional customer service and highlighting areas for improvement based on feedback captured.
Undertake research as relevant to the improvement of business activities, practices and procedures of the section, making recommendations and assisting the technical professionals within the team in the delivery of such improvements, to support the provision of first class services to customers.
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Job Specific Outcomes 2 of 2
Administer the application / renewal process of PSV taxi-cab driver licences, making sound judgements on whether an application is approved to grant a licence, requires further clarification or is refused. Referring any contentious outcomes for a final decision by the Inspector or Deputy Inspector of Motor Traffic as per the delegated responsibilities under the Law.
Maintaining thorough records of any decision made that can hold up to scrutiny if appealed. Proactively seeking clarification on applications / renewals, which may involve requests for further information, conducting face to face meetings, assistance to meet requirements and obtaining agreements with PSV / taxi-cab businesses or operators on what is required.
Invite eligible licence holders to a formal briefing at DVS and conduct the briefing sessions to explain what is expected of PSV drivers, issuing the code of conduct and answering any relevant queries. Administer the Disclosure and Barring Service (DBS) process for PSV driver applicants, forwarding the information onto the relevant authority to confirm whether the applicant has any criminal convictions.
Book PSV driving tests, which must be made in person by the applicants at DVS. Check the applicant has the necessary valid driving licence. Provide the applicant with a date and time to take the test. Issue licence plates to successful applicants to permit them to drive a taxi or cab. Replenishing licence plate stocks as necessary.
Maintain the waiting list for taxi-cab drivers as well as for those that apply for inclusion on the taxi-cab licence once they have received their badge. Liaise with members of the taxi-cab industry on a daily basis. Dealing with any relevant issues or complaints from members of the public. Responding to queries from States and Honorary Police. In the event of an issue being identified, support the Senior Traffic Officer / Deputy Inspector of Motor Traffic in investigating the issue. Contacting the PSV / taxi-cab business or operator when necessary to conduct research into a complaint or the driver’s history through relevant archived documents. In instances where the issue is deemed to be very serious or regarded as an issue of public safety, this should be referred to the Inspector or Deputy Inspector of Motor Traffic so that immediate action can be taken.
Assist with collating the necessary documentation and information for PSV / taxi-cab driver disciplinaries liaising with taxi-cab companies or operators as necessary. Coordinate the implementation of any changes to taxi-cab tariffs, resulting from their annual review, as prescribed under Law.
Maintain expert understanding of the PSV / taxi-cab legislation and requirements ensuring these are incorporated into their own work and that of the section. Contribute ideas to continually improve services, to optimise efficiency, performance and customer experience. Undertake other ad hoc administrative duties to support the Inspector of Motor Traffic and Deputy Inspector, including typing reports, directing visitors, taking phone calls and maintaining filing systems in order to support the smooth running of the department
Qualifications
Qualified to A Level, NVQ level 3 or BTec National Diploma level or equivalent experience in a technical or business administration related specialism
Knowledge
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The latest theory and practices, processes and techniques as related to their industry Microsoft Office Suite Legislation as it relates to the activities of the section, including Health and Safety legislation Business performance metrics
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Technical Work Based Skills
Computer literate with ability to operate the Microsoft Office package
Ability to use technical business applications designed to capture, store, manipulate and analyse technical data as relevant to the specific service and industry
Ability to extract, collate and interpret statistical data
Financial awareness
General skills / attributes
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Analytical and problem solving skills Strong relationship building skills Ability to prioritise work and meet deadlines Work independently, using own initiative Ability to produce written materials (e.g. letters, reports, minute taking)
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Experience
Experience of:
Developing and producing accurate and well-presented written and electronic reports, records and documents
Providing management information in both statistical and written form
Health and Safety management and risk assessment
Demonstrable experience in a specialist technical environment
Personal Attributes
Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the Government of Jersey tier 5 core accountabilities attributes and behaviour indicators.
Across the Government of Jersey and public service, the scope of our work means our people enjoy a wider range of opportunities – to work with recognised experts across teams, learn new skills and develop their careers. We actively look to recruit people from different backgrounds, with diverse perspectives. This creates a richer, more varied environment, where you’re exposed to new ideas, new ways of thinking and new opportunities, so you can develop an exciting and rewarding career.
Extraordinary, Everyday.
