Business Support Officer

Main Purpose of the Role Business Support Officer

To provide high-quality advice, guidance and administrative support to members of the public and officers across Public Protection services. The post holder will play a key role in supporting the Nuisance and Licensing teams, with a strong emphasis on using digital tools, systems and data to modernise service delivery, improve efficiency and support the council's digital transformation ambitions.

The first 2 months will primarily be working to improve the data which the Council has migrated from its Uniform system to the new case management system, Idox Cloud.

Summary of Responsibilities and Duties Service Support and Administration Business Support Officer

• Provide effective front-line support, responding to routine enquiries from members of the public, council officers and external organisations, ensuring all enquiries are accurately recorded, tracked and resolved using appropriate systems.
• Maintain, update and analyse records within the Idox Cloud case management system, ensuring data integrity, compliance and accessibility.
• Carry out administrative, clerical and financial tasks associated with the issuing and administration of licences, permits and registrations under relevant legislation.
• Process complaints, applications and enquiries, identifying when matters should be escalated to specialist or enforcement officers.
• Verify the validity of applications, licences, permits and registrations, obtaining additional information as required and arranging inspection visits and reports.
• Coordinate statutory consultations and responses with Licensing, Health and Safety, Food Safety, Fire and Police authorities, acting as a key liaison point.

Digital, IT and Data-Focused Responsibilities Business Support Officer

• Actively contribute to the digitalisation of Public Protection services, supporting the transition from manual or paper-based processes to modern digital solutions.
• Use Microsoft 365 applications confidently, including Microsoft Teams, Excel, Word and, where applicable, Power BI.
• Use Excel for data analysis, reporting, tracking, validation and performance monitoring.
• Support the extraction, analysis and presentation of data from systems such as Idox Cloud, Excel and Power BI for data returns, performance reporting and Freedom of Information requests.
• Identify opportunities to improve workflows through better use of IT systems, automation and standardised templates.
• Contribute to the development and maintenance of procedure manuals, guidance notes and digital work instructions.

General Responsibilities Business Support Officer

• Prompt enforcement officers to take appropriate action following licence or permit expiry or non-compliance.
• Coordinate observations and responses between internal officers and partner agencies, ensuring clear communication and timely action.
• Ensure all work is carried out in line with council policies, statutory requirements and data protection regulati

Person Specification Qualifications and Training Business Support Officer

Essential

• GCSEs (or equivalent) including English and Maths, or demonstrable equivalent experience
• Willingness to undertake training relevant to the role, including systems and digital tools

Desirable

• NVQ Level 2/3 (or equivalent) in Business Administration, Customer Service or ICT
• Training or certification in Microsoft Office / Microsoft 365 applications

Experience

Essential

• Experience in an administrative or customer-facing role
• Experience of handling enquiries from members of the public and internal colleagues
• Experience of accurately recording, maintaining and updating electronic records
• Experience of working with confidential or sensitive information

Knowledge and Skills Business Support Officer

Essential

• Strong IT skills with the ability to use digital systems confidently and accurately
• Good working knowledge of Microsoft Word and Excel
• Ability to quickly learn and adapt to new IT systems and digital tools
• Excellent written and verbal communication skills
• Strong attention to detail and accuracy