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 Private Sector Housing, Pollution Control 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.

Summary of Responsibilities and Duties Business Support Officer****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 regulations.
• Carry out any other duties commensurate with the role as reasonably required.