Business Support Officer - Grade C

Role Overview This position requires 37 hours per week, based at offices in Princerock, Cattedwon. The role is to provide excellent business support services across the Council’s Highways Service, ensuring that all activities and functions provided to collegues, managers, external stakeholders and customers are efficient and effective. Key Responsibilities & Activities Data management, monitoring and analysis e.g. supporting the collation of statutory returns and performance reports (10%) Financial Administration (10%) Liaising with staff, managers, members of the public and contractors to respond to queries, complaints, requests for information, including the use of Firmstep CRM system and Highways systems (70%) Support team and Managers in investigating and responding to Elected Members queries Provide business support to areas across the Highways Service (10%)

Mandatory Experience Experience of using Microsoft products and web-based software packages Experience of dealing with customer complaints and requests, both verbally and written Experience of prioritising own workload to ensure deadline are met Experience of maintaining documents, records and data Experience of working as part of a team

Desirable Experience Experience of working on process improvements Experience of investigating and problem solving issues from source to completion

Essential skills Ability to take ownership of issues and see through to a resolution for customers, keeping them informed as required Ability to process service requests Customer care skills and the ability to show initiative when dealing with customer enquiries Communication skills to provide information and signpost customers Numeracy skills required for carrying out calculations and ensuring accuracy of data Literacy skills required including spelling, grammar and punctuation for responding to customers Time management skills to prioritise and work effectively Accuracy with a high level of attention to detail

Respond to customer queries and complaints promptly and professionally. Process and manage defect reports accurately. Provide administrative and operational support to teams as appropriate to the grade. Liaise effectively with colleagues across the Highways Service to ensure smooth