Business Officer

Cambridgeshire County Council; Huntingdon; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Wellbeing package

Additional annual leave

Flexible bank holidays

Pension contributions

Development opportunities

Paid volunteering hours

Peer Support Groups (IDEAL)

Job summary

Cambridgeshire County Council is seeking a detail-focused Business Officer to support administration of customer complaints and feedback across Children, Education and Families. The role emphasises accurate data handling, process adherence, and timely acknowledgements to help deliver excellent customer service.

Working with Complaints Officers and Service Managers, you will manage correspondence, maintain records in the feedback system, and help develop guidance while supporting wider

Qualifications

• Excellent organisational skills and high attention to detail.
• Experience in administrative or business support environments.
• Enjoys structured processes and procedures.
• Confident with IT systems and databases.
• Ability to prioritise and work independently.
• Excellent written communication skills.
• Comfortable handling confidential information.
• Produces accurate work and maintains records.

Responsibilities

• Monitor and manage correspondence channels.
• Update feedback records accurately in the feedback system.
• Record acknowledgement dates and monitor deadlines.
• Upload and file documentation per procedures.
• Maintain audit trails and records of complaint activity.
• Support administration of feedback processes and escalation.
• Use reporting tools and dashboards to monitor activity.
• Assist with developing and maintaining process guidance.
• Provide general administrative support to the service.

Skills

Organisational skills

Administrative experience

Structured processes

IT systems and databases

Prioritisation / multi-tasking

Written communication

Handling confidential information

Attention to detail

Collaboration

Tools

Customer Feedback System

Reporting tools & dashboards

Job description

detail-focused Business Officer to join us in an exciting new role predominantly supporting the administration of customer complaints and feedback across Children, Education and Families. This newly created position will play a key role in helping the council deliver excellent customer service by ensuring complaint acknowledgements and associated processes are managed efficiently and within required timescales. As the role develops, there will be opportunities to expand responsibilities and contribute to wider administration and service improvement activity. This is an ideal opportunity for someone who enjoys working with clear processes, managing information accurately, and taking ownership of administrative tasks that make a real difference to customers and services, whilst contributing to the council's vision of 'a healthy, fair and sustainable Cambridgeshire', Working closely with Complaints Officers, Business Support and Service Managers, your responsibilities will include but is not limited to:

• Monitoring and managing correspondence channels.
• Updating feedback records accurately within the council's Customer Feedback System.
• Recording acknowledgement dates and ensuring key deadlines are monitored.
• Uploading and filing documentation in line with agreed procedures.
• Maintaining accurate audit trails and records relating to complaint activity.
• Supporting the administration of overall feedback processes and escalating issues where required.
• Using reporting tools and dashboards to monitor feedback activity.
• Assisting with the development and maintenance of process guidance and administrative procedures.
• Providing general administrative support to the wider service functions as required.

Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered. We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.

• Has excellent organisational skills and strong attention to detail.
• Has strong experience of working in an administrative or business support environment.
• Enjoys working with structured processes and procedures.
• Is confident using various IT systems and databases.
• Can manage competing priorities and work independently.
• Has excellent written communication skills.
• Is comfortable working with confidential and sensitive information.
• Takes pride in producing accurate work and maintaining high-quality records.
• Works collaboratively and builds positive relationships with colleagues.
• Can be an advocate for the council's Feedback Policy, Customer Care Standards and Customer Experience principles.

If you are organised, process-driven, have experience in an administrative environment, and enjoy making a positive impact, we would love to hear from you.

Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.

The interview process will include a panel stage asking competency-based questions and a practical technical test designed to assess the skills and experience required for the role.

Our benefits We value our colleagues in Cambridgeshire County Council and have developed a number of benefits in addition to the basics like annual leave, sick pay, pension and mileage…

• A comprehensive wellbeing package to cover all aspects of wellbeing, both in and out of work, which can also be accessed by your family
• Buy up to 4 weeks additional annual leave (pro-rata) through our salary sacrifice scheme
• Take your bank holidays flexibly to better suit your personal circumstances
• Make Additional Voluntary Contributions (Shared AVCs) to your pension with tax and National Insurance savings
• Access to development opportunities, apprenticeships and qualified coaches to support your personal and professional growth
• Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
• Access to Peer Support Groups through our IDEAL staff equality, diversity and inclusion network
• Opportunities to nominate and receive Employee Recognition Awards
• An Our Cambs Rewards account, giving you access to in-store and online discounts as well as our Car Lease and Cycle to Work schemes