Service Support Officer

Stoke-on-Trent City Council; Stoke-on-Trent; On-site; GBP 28,000 - 32,000; Full time

Job summary

A local government authority in Stoke-on-Trent is seeking a highly motivated Service Support Officer to join their busy Highways team. The role involves being the first point of contact for public inquiries, managing casework effectively, and ensuring high-quality customer service. Applicants should have excellent communication skills and knowledge of highways services. This position offers an opportunity to contribute to the community while working in a supportive environment.

Benefits

Professional development opportunities

Supportive working environment

Qualifications

• Experience in managing high volumes of customer inquiries.
• Ability to handle sensitive and complex issues.
• Knowledge of highways-related services.

Responsibilities

• Act as the first point of contact for public requests and complaints.
• Manage casework effectively and provide timely responses.
• Ensure high-quality customer service delivery.

Skills

Excellent communication skills

Strong organisational abilities

Proficient with IT systems

Job description

Service Support Officer

Stoke-on-Trent City Council, Stoke-on-Trent, Staffordshire, £28,598 - £31,022, Full time, CLOSING SOON

• 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.

Join us and play a vital role in keeping our highways safe, accessible, and responsive to the needs of residents and stakeholders.

Please note that if an employee who is currently at risk of redundancy within the organisation applies for this vacancy their application will receive priority. If this happens you will be advised accordingly.

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.