Service Delivery & Support Officer

Bath & North East Somerset Council; Bristol; On-site; GBP 25,000 - 32,000; Full time

Job summary

A local government council in Bristol is seeking a Service Delivery Support Officer to enhance customer service within Parking Services. The candidate will be responsible for handling complaints, managing operational tasks, and ensuring compliance with policies. Ideal for those with strong communication skills and experience in IT systems. Apply to make a meaningful impact in the community.

Benefits

Flexible work/life balance

Support for personal development

Community impact projects

Qualifications

• Ability to manage multiple and often competing priorities in a fast-paced environment.
• Experience in handling customer complaints.
• Ability to document processes and contribute to service delivery improvement.

Responsibilities

• Support Parking Services to maintain high-quality customer-focused service.
• Handle review, investigation, and resolution of customer complaints.
• Assist in evaluating service levels and identifying improvements.

Skills

Excellent written and verbal communication skills

Empathy

Complaint resolution

Ability to engage with customers

Prioritization in fast-paced environment

IT systems competence

Order raising and processing invoices

Legislation interpretation

Knowledge of civil enforcement legislation

Tools

Word processing software

Spreadsheet software

Email software

Presentation software

Information databases

Job description

At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives

About The Role

We are seeking a Service Delivery Support Officer to join our growing team. You will support Parking Services, a high-profile and high-revenue area of the Council, to help ensure we provide a high-quality customer-focused service to our residents and service users.

You will help handle the review, investigation, and resolution of customer complaints, help manage our complaints and feedback procedures, and ensure all related information is accurately updated and maintained within our systems.

You will assist in evaluating service levels and standards, as well as identifying and implementing improvements to operational processes and innovative practices, all aimed at enhancing the experience of our customers and service users.

You will help undertake auditing and service compliance activities in line with internal policies, statutory regulations and performance metrics. Additionally, you will carry out essential operational tasks, including creating orders and processing invoices.

Why Join Us

As part of our commitment to improving people’s lives, you’ll contribute to projects that make a real difference to our communities and the movement of vehicles on our network. You’ll also benefit from being part of a forward-thinking organisation that values innovation, collaboration, and personal development.

About You

You will have:

• Excellent written and verbal communication skills, with the ability to:
• Demonstrate empathy in understanding complex or emotive situations
• Resolve complaints and sensitive issues in a professional and constructive manner
• Ability to engage with customers and stakeholders, provide information, advice and guidance to others and support publicity events and consultation
• Ability to assess service delivery levels, document processes and contribute to service delivery improvement and innovation
• Ability to manage multiple and often competing priorities in a fast-paced environment, ensuring high levels of accuracy and timeliness
• Ability to work independently with initiative and self-motivation, as well as collaboratively across teams and departments
• Experience and competence in the use of IT systems and software, including word processing, spread sheets, email, presentation software and information databases
• Ability to raise orders and process invoices and undertake supporting operational and financial processes
• Ability to assimilate, interpret, and apply legislation and regulatory frameworks
• Working knowledge of legislation and guidance relevant to the Civil Enforcement of Parking and Blue Badge

Join Us

If you are ready to help shape the future of Bath & North East Somerset through data and insight, we want to hear from you. This is a fantastic opportunity to make a meaningful impact and grow your career in a supportive and dynamic environment.

If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Jane Whiteman, Service Delivery & Compliance Officer by email at [e-mail] or by telephone on 01225 477133

Please note that this advert may close earlier than the stated closing date due to high demand. We advise all interested candidates to apply as soon as possible

Interview date: 05/12/2025

No Agencies Please

*Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at‑risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.

Unfortunately, due to the recent change in home office eligibility criteria, this role is not eligible for sponsorship.

About Bath and North East Somerset Council.

Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

Why Bath and North East Somerset Council?

We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits

At Bath and North East Somerset Council we have one overriding purpose – to improve peoples lives. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity

We are a Disability Confident Employer – find out more at https://shorturl.at/ajrsW

The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.

Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.