Role Profile
Role Title
Planning Customer Service Executive & Technical Assistant
Directorate
Planning Policy & Decisions Team (PPDT)
Reports to
Planning Administration Manager
Role purpose
To support the professional team in the provision of a high quality Planning Service. To provide
specialist advice and carry out administrative procedures relating to the receipt and processing of
planning applications.
Organise and develop the front line PPDT function, including management of the Planning
Reception and PPDT records archive. Be responsible for the provision of a front line, customer
focused, initial contact service and specialist planning advice and guidance to internal and
external members at all times.
Manage and be responsible for the provision and maintenance of the directorate archived
statutory planning files. Maintaining accurate records of both the catalogue and archived register
(paper and electronic).
To provide high quality and effective technical support within the Planning Policy & Decisions
Team and to support the directorate in matters relating to the operation of its functions.
To assist the Head of Development Management, Planning Administration Manager and Planning
Technical Executives in the design, development, and implementation, monitoring and reviewing
of policies, procedures and administrative support systems for PPDT.
Key accountabilities
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Act as the first point of contact (always ensuring a positive image of the LLDC and PPDT is
projected) for enquiries made by stakeholders, other council departments, interested parties
and members of the public relating to Development Management and Planning Policy matters.
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Taking ownership & responsibility for all e-mails (enquiries & complaints) made to the planning
enquiries mailbox. & in cases where more specialist expertise is required, refer to the
appropriate case officer/department.
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Evaluate queries and determine the most appropriate course of action responding directly to
provide specialist sound advice and guidance on planning policy and development
management matters. Either on phone or through correspondence and in accordance with
statutory & LLDC requirements on customer care and ensuring accuracy so as to avoid
litigation and/or cost
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Manage the Planning Reception service: arranging access for members of the public as
required, develop and improve systems to improve the effectiveness and efficiency of Planning
Reception
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Advising the Head of Development Management and Planning Administration Manager, of
any issues that arise on a daily basis.
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Support the day to day work of the professional staff of the Planning Policy & Decisions Team
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Manage and be responsible for the administration of all representations received by the
Planning Authority. Including acknowledgement and redaction of objection letters (to be kept in
accordance with the Data Protection Act) and informing objectors/council’s in respect of
committee meetings in accordance with strict deadlines and advising on the outcome of
planning application decisions.
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Continuously and proactively monitor the effectiveness and efficiency of the Notifiable Legacy
Modification Works Summary Tracker. Ensuring the accurate maintenance and upkeep of
records.
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Maintain the Statutory Register and similar records relating to Planning, Enforcement and
Appeals in accordance with the relevant legislation by entering data on the specialist Planning
Application System.
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Assist and advise applicants in submitting applications electronically via the Planning Portal,
maintain an up to date knowledge of the systems and procedures required. Manually retrieve
any applications which have not been automatically imported from the Portal to the planning
system
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Upload planning application documents to the Planning Application system so they are
available from the Public Access website
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Process and monitor the receipt of planning fees, recording and monitoring payments received
by BACS transfer, by internal journal transfer and by cheque.
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Provide administrative support for the statutory consultation process, including the production of
decision notices, site notices, consultation correspondence and press notices.
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Coordinate and implement statutory stakeholder communications/engagement/consultation
strategies for the Planning Policy function including supporting senior team members with
stakeholder and neighbour consultations by creating and maintaining a database of
responses and contact details providing a comprehensive record of the Directorate’s policy
consultation exercises. .
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Keep informed about changes to the UK planning system to ensure internal processes and
procedures; are always kept up to date, thus preventing/avoiding procedural challenge i.e.
being proactive and sharing this proactive research with others.
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Organise and co-ordinate meetings both internal and external, ensuring the necessary
equipment is booked to meet the requirements of the meeting including housekeeping,
refreshments, audio-visual equipment. Assist the Planning Decisions Committee Secretary in
organising meetings and site visits.
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Set up and maintain comprehensive filing systems, effective data management systems (paper
and electronic) and postal systems for recording, distributing and monitoring all incoming and
outgoing mail
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Manage and co-ordinate the archive of PPDT records, effectively ensuring that archive
information is kept up to date and accurately reflects the state and location of the files.
Responding to queries/requests for file retrievals; liaising with the LLDC Information Manager
in regard to record-keeping systems, procedures for archival research and for the retention or
destruction of records.
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Carry out general administration functions such as photocopying, scanning, faxing and filing
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Support and maintain a culture of continuous improvement and operational excellence,
contributing to corporate priority themes and the organisation’s overall delivery aims.
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Take reasonable care for the health and safety of themselves and others and take
responsibility for ensuring all activities carried out promote the value of a diverse workforce
and do not discriminate against sections of the community covered by equality legislation.
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Maintain an up-to-date knowledge of technical competency areas and take a proactive
approach to self-development and performance improvement.
This is not meant to be an exhaustive list of duties. The need for flexibility, shared accountability
and team working is required, and the role-holder is expected to carry out any other related duties
that are within the employee's skills and abilities whenever reasonably instructed.
This is a description of the role as it is at present. It is the practice of the London Legacy
Development Corporation to review role profiles annually to ensure that they relate to the role as
then being performed or to incorporate whatever changes are being proposed. This review will
be carried out by the director/line manager in consultation with the role holder, who is expected to
participate fully in such discussions. It is the aim to reach agreement to reasonable changes, but
if agreement is not possible the director/line manager reserves the right to decide on changes to
the role description commensurate with the role holder’s position in the organisation.
This role profile does not form part of the role-holder’s contract of employment.
Role competencies
Part one
Knowledge and experience
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Experience of working in a customer focused support role
Experience of records management (paper and electronic) and clerical/administrative
procedures ideally within a changing and politically sensitive environment
Strong planning and organisational skills and experience of organising and prioritising tasks
within a department to plan/organise own work
Good knowledge of Microsoft packages including Word, Excel, Outlook and Access
Good knowledge of English grammar and numeracy
Good keyboarding skills (circa 40 wpm)
Experience of working to tight deadlines and producing accurate work
Effective communication skills, both written and verbal
Experience in a planning administration role is desirable
Part two
Skills and abilities
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Concern for detail and accuracy
High levels of tact and diplomacy
Ability to work on own initiative
Ability to work within a team structure
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High level of planning and organisational skills
Problem solving skills
Organisational awareness with political and cultural sensitivity
Makes appropriate use of internal networks and processes
IT skills including ability to use specialist Planning Application System software including
uploading to the APAS website
 Maintains focus and control even under significant pressure
Part three
Personal style and behaviour
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Maintains focus and control even under significant pressure
Sensitivity/commitment to diversity and equality.
Friendly, open personal style
Robust under pressure and able to work to tight deadlines
Able to work in a manner that is consistent with the organisation’s core behaviours and ethos.