Service Support Officer

We Manage Jobs(WMJobs); Hempstalls; On-site; GBP 28,000 - 32,000; Full time

Job summary

A local government council is seeking a highly motivated Service Support Officer to join their Highways team in Hempstalls, England. This full-time role involves being the first point of contact for inquiries and managing cases to ensure excellent customer service. Candidates must have strong communication skills, organizational abilities, and a sound knowledge of highways-related services. The position offers opportunities for professional development and a supportive work environment.

Benefits

Supportive working environment

Opportunities for professional development

Qualifications

• Ability to handle sensitive and complex issues.
• Experience in customer service roles.
• Capacity to manage high volumes of cases effectively.

Responsibilities

• Act as the first point of contact for a variety of enquiries.
• Manage case volumes with accurate advice and timely responses.
• Communicate with diverse stakeholders maintaining professional standards.

Skills

Excellent communication skills

Strong organisational abilities

Sound knowledge of highways-related services

Proficiency with IT systems

Job description

Overview

• Directorate: Housing Regeneration and Operations
• Section: Highways
• Location: Federation Road Depot
• Grade: Level 6
• Salary: £28,598 - £31,022
• Hours: 37 – Full Time

This advert is open to both Internal and External applicants.

We are looking for a highly motivated Service Support Officer to join our busy Highways team.

This is a fast-paced, customer-facing role where you will be the first point of contact for a wide range of enquiries, including public requests, councillor casework, statutory information requests, and corporate complaints.

You will manage high volumes of cases, providing accurate advice, effective case management, and timely responses to ensure excellent customer service.

You will need excellent communication skills, strong organisational abilities, and the confidence to work with a wide variety of stakeholders.

A sound knowledge of highways-related services, the ability to handle sensitive and sometimes complex issues, and proficiency with IT systems are essential.

In return, we offer a supportive working environment, opportunities for professional development, and the chance to make a real difference in delivering high-quality services to our community.

Responsibilities

• Be the first point of contact for a wide range of enquiries (public requests, councillor casework, statutory information requests, corporate complaints).
• Manage high volumes of cases with accurate advice, effective case management, and timely responses to ensure excellent customer service.
• Communicate effectively with a wide range of stakeholders and maintain professional standards.

Qualifications

• Sound knowledge of highways-related services.
• Ability to handle sensitive and complex issues.
• Proficiency with IT systems.
• Excellent communication and strong organisational abilities.

What we offer

• Supportive working environment
• Opportunities for professional development
• Chance to make a real difference in delivering high-quality services to the community

How to apply

For an informal discussion about this role, please contact Kelsey Ashworth ([e-mail]).

If you have any queries or want an application form in another format, please email [e-mail] or call 01782 238189.

Equality, Diversity and Inclusion

At Stoke-on-Trent City Council, we believe our strength comes from the diversity of our community, and we want our workforce to reflect that. We welcome applications from individuals of all backgrounds and experiences. We understand that some people, especially those from underrepresented or marginalised backgrounds, may hesitate to apply if they don’t meet all the listed requirements. If this role interests you and you think you could be a good fit, we encourage you to apply. We are proud of what makes each of us unique and are committed to creating a workplace where everyone feels included, can be themselves, and can succeed together.

To Apply - please visit our website (not included here). If you have any queries or want an application form in another format, please email [e-mail] or call us on 01782 238189.