Careers

Technical Support Officer

Job description

Location - South Shields

About the role

As a Technical Support Officer, you'll play a vital role in supporting the successful delivery of our Building Control services. Working closely with clients, inspectors, plan checkers and colleagues across the business, you'll help ensure project documentation is accurate, records are maintained to a high standard and certification requirements are progressed efficiently.

From reviewing commissioning certificates and maintaining project records to responding to customer enquiries and supporting certification processes, your work will help projects move smoothly from registration through to completion. In doing so, you'll contribute to our North Star, Confidence Built Together, by helping provide a reliable, professional and efficient service that clients and colleagues can trust.

Success in this role comes from being highly organised, detail-focused and proactive, with the ability to manage multiple priorities while maintaining accuracy.

Skills and experience matter. So does how you work. We're looking for people who are Kind, Principled and Tenacious in the way they support clients, colleagues and stakeholders every day.

What you’ll be doing

You provide the administrative support that helps projects move smoothly from registration through to certification. Working with clients, inspectors, plan checkers and colleagues across the business, you will:

  • Review commissioning certificates and project documentation, ensuring information received from clients is accurate, correctly named and uploaded to the appropriate systems.
  • Maintain accurate project records, updating MPACS and internal tracking systems promptly to ensure documentation is complete and easily accessible.
  • Monitor outstanding information requests, proactively following up with clients, agents and contractors to obtain required documentation and certification evidence.
  • Act as a point of contact for clients, responding to enquiries by telephone and email in a professional, helpful and timely manner.
  • Liaise with inspectors, plan checkers and operational colleagues, ensuring all documentation and administrative requirements are in place to support project certification.
  • Support the building control certification process, identifying missing information and escalating potential issues before they impact project completion.
  • Manage multiple projects and priorities simultaneously, ensuring administrative tasks are completed accurately and within agreed timescales.
  • Contribute to continuous improvement, identifying opportunities to improve processes, records management and customer service.

What good looks like here

Our three guiding principles describe how we work at ICW. In this role, they look like:

  • Be better every day
  • You take pride in accuracy and look for ways to improve processes. When you spot recurring issues with documentation or project records, you help improve the system so mistakes are less likely to happen again.
  • Be the person your clients want to work with
    • Clients receive prompt, professional responses and know they can rely on you to keep them informed. Internal colleagues trust your records because they are accurate, up to date and available when needed.
  • Support one another to succeed
    • You work closely with inspectors, plan checkers and colleagues across the business, helping ensure projects progress smoothly and information is shared effectively. When someone needs support, you're willing to help find a solution.

Underpinning these are our values:

  • Kind – we are generous with our time, we listen and we treat people with respect.
  • Principled – we do the right thing, are honest about issues and maintain high standards.
  • Tenacious – we stay with a problem until it is solved and take ownership of seeing tasks through.

What we’re looking for

  • Strong administration experience in a busy, process-driven office environment.
  • Excellent attention to detail and a track record of maintaining accurate records and documentation.
  • Ability to manage multiple priorities and work to deadlines without compromising accuracy.
  • Confident using Microsoft 365 applications, particularly Outlook, Word and Excel.
  • Strong organisational skills and the ability to follow processes consistently.
  • Professional written and verbal communication skills.
  • Ability to build positive working relationships with clients and colleagues.
  • A proactive approach to identifying and resolving issues.

Desirable

  • Experience in a technical, construction, compliance, insurance or regulatory environment.
  • Experience managing documentation, records or certification processes.
  • Experience using CRM, project management or document management systems.
  • An interest in building control, construction or compliance-related work.

Why join us?

  • A values-led organisation where how you work matters.
  • A supportive and collaborative team environment.
  • Opportunities to learn, develop and grow your career.
  • A varied role where your contribution directly supports customer service, compliance and project delivery.
  • The opportunity to work with experienced professionals across a growing business.

If this sounds like you, we’d love to hear from you.