Business Support Officer

As part of our Customer Feedback and Complaints Team you will play a vital role in supporting the delivery of a responsive, fair and high‑quality service to residents, councillors and senior leaders.

Our team sits at the heart of the Council, coordinating customer feedback, complaints, MP enquiries and high‑profile correspondence to ensure concerns are handled appropriately, learning is identified, and statutory and corporate timescales are met. This work directly supports good governance, accountability and continuous service improvement across Staffordshire County Council.

This is a varied and fast‑paced role where no two days are the same. You will provide essential administrative and organisational support, acting as a key point of contact, managing information accurately and sensitively, and helping to ensure processes run smoothly and compliantly.

You will be working closely with complaints officers, senior managers and colleagues across the organisation, so flexibility, attention to detail and excellent customer service are essential. In return, you will be part of a supportive team that values professionalism, collaboration and making a positive difference for residents.

You will:

• Provide day‑to‑day administrative and organisational support to the Customer Feedback and Complaints Team, helping to ensure complaints, feedback and enquiries are managed accurately and on time.

• Act as a first point of contact for the team, dealing with telephone calls, emails and correspondence from residents, councillors, MPs and internal colleagues in a professional and supportive way.

• Maintain accurate electronic records and information systems for complaints, feedback and correspondence, ensuring data is complete, well‑organised and handled sensitively and confidentially.

• Support the coordination of complaints and enquiries by logging information, tracking progress, updating records and helping the team meet statutory and corporate timescales.

• Produce high‑quality documents such as letters and summaries using Microsoft Office tools, ensuring information is clear, accurate and well presented.

• Help maintain good information governance by following data protection, privacy and retention requirements, and supporting audits or data checks when required.

• Work flexibly with colleagues across the Customer Feedback and Complaints Team, adapting to changing priorities and supporting continuous improvement in how the service operates.

You will have:

• A qualification in Business Administration (Level 3 or equivalent) or relevant administrative experience in an office or customer‑focused environment.

• Confident IT skills, including experience of using Microsoft Office (such as Outlook, Word and Excel) and working with electronic record or case management systems.

• Good written and verbal communication skills, with the ability to deal professionally and sensitively with a wide range of people, including members of the public and internal colleagues.

• Strong organisational skills, with good attention to detail and the ability to manage and prioritise tasks to meet deadlines.

• The ability to work independently while also contributing positively as part of a team.

• An understanding of the importance of confidentiality, information security and accurate record‑keeping.

• A helpful, flexible and customer‑focused approach, with the confidence to adapt when priorities change.

Transferable skills from roles such as business support, administration, customer service, data handling, coordination or casework are very welcome.

Interviews will be held during the week commencing 25 May 2026.

Do not feel you meet all the requirements?
We value transferable skills, experiences and qualifications, so please consider applying anyway. If you would like an informal chat about the role, please contact Emma Smith, Customer Feedback and Complaints Manager at emma.smith5@staffordshire.gov.uk

Our Recruitment Process: We anonymise applications during shortlisting to ensure only relevant information is considered. Please complete your application fully, especially the supporting statement, to highlight what you’ll bring to the role.

We are no ordinary county council:

Our Values:

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.

Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:

We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.

We look forward and race ahead - that goes for your career too.

Our benefits:

We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.

In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire

Our recruitment process:

As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.

Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.