Job Description:

Job Advert – Business Support Officer
Location: Civic Centre, High Street, Uxbridge, Middlesex, UB8 1UW
Rate: 17.33 p/h

About the Role
We are seeking an experienced Business Support Officer to join the Council on an agency basis, providing vital support to the Council's complaints function. This is an excellent opportunity for an organised and customer-focused professional who can manage a varied workload while ensuring complaints are processed efficiently and accurately.
The successful candidate will be responsible for reviewing incoming complaints, identifying the appropriate service area, and allocating cases promptly to ensure they are managed within corporate timescales. You will play a key role in supporting the effective handling of resident enquiries and complaints, helping to deliver a high-quality service.

Key Responsibilities

• Review and assess incoming complaints.
• Identify the appropriate Council service area responsible for responding.
• Accurately allocate complaints using the Council's case management system.
• Ensure cases are processed promptly and in line with corporate procedures and service standards.
• Maintain accurate records and monitor case progress where required.
• Liaise professionally with residents, Council officers and service teams.
• Support the efficient operation of the Council's complaints process while meeting deadlines and performance targets.

About You
To be successful in this role, you will have:

• Previous experience in complaints handling, customer service, casework or business administration.
• Excellent organisational skills with strong attention to detail.
• Experience using case management or customer relationship management (CRM) systems.
• The ability to manage competing priorities and work effectively under pressure.
• Strong written and verbal communication skills.
• A professional and customer-focused approach when dealing with residents and colleagues.
• The ability to work independently while contributing effectively as part of a team.

Desirable

• Previous experience working within a local authority or wider public sector organisation.
• A good understanding of how Council services operate.
• Knowledge of corporate complaints procedures and working to statutory or organisational deadlines.

Why Apply?
This is an opportunity to contribute to an important Council service, supporting the effective management of resident complaints and helping to ensure enquiries are directed quickly and accurately to the right teams. If you are an experienced administrator or complaints professional with excellent organisational skills and a commitment to delivering high standards of customer service, we would like to hear from you.