Business Support Officer (Housing)

What will you be doing?

We are seeking a dedicated Support Officer to join our team and provide essential administrative services that ensure the smooth and effective operation of our department. This role is vital in supporting our mission to deliver quality services, especially in responding sensitively to vulnerable individuals and families.

In this position, you will perform a full range of administrative duties, including word processing, filing, and maintaining organised recording systems. A significant part of your role will involve handling telephone enquiries and complaints with empathy and professionalism, particularly in cases involving vulnerable clients. 

The role also involves managing a range of customer and partner enquiries, including overseeing multiple mailboxes, taking ownership of issues, and collaborating with colleagues to resolve enquiries efficiently.

You will maintain and accurately input data into a variety of databases and spreadsheets to support the department in completing government statistical returns and in performance monitoring. Working closely with the Service Manager, you will monitor and track complaints, ensuring they are appropriately allocated to officers within the team for resolution. Additionally, you will use the Council’s Financial Management System (ERP Gold) to raise orders, verify the accuracy of invoices, and receipt goods, as well as obtain quotes and support procurement processes in line with Council policies.

Supporting the team’s goal of excellent customer service, you will assist with the management, collation, and monitoring of customer satisfaction data specifically for resettlement schemes. This role requires a highly organised, proactive professional who is adept at handling sensitive information, has a keen eye for detail, and is able to multitask effectively in a fast-paced environment.

About you

The ideal candidate will have strong organisational, communication, and presentation skills, with a customer-focused approach and the ability to engage comfortably with clients to offer advice. They should work well under pressure with minimal supervision, effectively manage multiple priorities, and meet deadlines.

Proficiency in accurate data handling across systems and spreadsheets, along with solid written and numeracy skills, is essential. Familiarity with Office 365 (including Teams and OneDrive) is preferred, or a willingness to complete training during the probation period.

Our benefits

We offer a wide range of benefits to our employees, these include:

• Generous annual leave entitlement starting at 28 days annual leave per year, 29 days for senior managers (pro rata, depending on how many hours per week you work), plus bank holidays. An additional 5 days, linked to continuous service, and ability to purchase up to 6 weeks additional leave per year.
• Cycle to Work scheme. 
• Local Government Pension Scheme plus immediate life cover (3 times your annual salary from day one) and ill-health protection.
• Employee discounts with local and national retailers, days out, finance, health and beauty, travel and eating out plus lots more.
• Car Lease scheme
• Payment of professional subscription / membership - If your job description requires that you are registered with or are a member of a professional body, WNC will pay for your professional subscription or membership fees.
• Employee Assistance Programme - We have an employee support programme run by Health Assured, an independent, external organisation. Health Assured is available for you and your immediate family members, 24 hours a day, 7 days a week, 365 days a year and includes telephone counselling, legal advice, bereavement support and medical information.
• Commsave- Free membership to Commsave Credit Union who provide a variety of savings accounts, loans, a monthly lottery draw and more!
• Ongoing training and development opportunities.
• A variety of flexible working options to support your work/life balance, including full or part time, term time, 9-day fortnight, etc. (subject to business needs).
• Our West Ways of Working – We want our workforce to thrive, and we equip our employees with the right technology to support hybrid and collaborative working, on or off site, depending on the role.
• Making a difference - If you want to use your skills and experience with an organisation that are genuinely invested in making a difference, are committed to improving people's lives, and whose success has a direct impact on the wellbeing of your family, friends and people in your local area, then West Northamptonshire Council is the place for you.

About us

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services. 

Hear more from our Chief Executive, Anna Earnshaw, about what it's like to work at West Northants Council https://youtu.be/lV0EfeUF4aU  

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential.  We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner

The following film was created by us to communicate our intentions - watch WNC colleagues explain what DEI means to us.

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email careers@westnorthants.gov.uk for support.

West Northants Council, where careers thrive.