Tech Support Specialist - Social Care Payments

Bath & North East Somerset Council; Keynsham; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Bath and North East Somerset Council is seeking a motivated Technical Officer to join the Social Care Payments Team. You will provide first-line support for ContrOCC, the system behind social care payments, and be a key contact for users and stakeholders.

You will work across our Adult and Children’s Social Care Teams, handling incidents, data management, and service improvements, with a mix of office and home-based work and a commitment to safeguarding and DBS checks.

Qualifications

• Strong customer-focused approach and ability to build relationships with care providers and stakeholders.
• Experience diagnosing and resolving system or process issues using a logical, solution-focused approach.
• Ability to maintain accurate records and work with data and systems to support operations.
• Familiarity with incident logging, ticket management and escalation processes in IT service management.

Responsibilities

• Provide first-line support for social care payment systems.
• Act as a point of contact for system users, responding to enquiries and resolving issues promptly.
• Diagnose technical and process-related issues and apply known solutions/workarounds.
• Log, manage, and monitor incidents, service requests and system issues.

Skills

Customer service

Communication

Troubleshooting

Incident management

Data management

ITSM basics

Tools

ContrOCC

Job description

Bath and North East Somerset Council is seeking a motivated Technical Officer to join the Social Care Payments Team. You will provide first-line support for ContrOCC, the system behind social care payments, and be a key contact for users and stakeholders.

You will work across our Adult and Children’s Social Care Teams, handling incidents, data management, and service improvements, with a mix of office and home-based work and a commitment to safeguarding and DBS checks.