Technical Support Officer

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

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

About the Team

We are looking for a motivated and customer-focused Technical Officer to join the Social Care Payments Team. The team plays a vital role in ensuring the accurate and timely processing of social care payments on behalf of the Council, supporting our most vulnerable residents and providers delivering essential care services.

About the Role

As a Technical Officer, you will provide first-line technical and operational support for ContrOCC, the system that underpins social care payments. Acting as a key point of contact for system users, colleagues and key stakeholders, you will help ensure payment processes run smoothly, issues are resolved quickly, and service standards are maintained.

The role combines technical troubleshooting, customer support, data management, and process improvement. You will work closely with colleagues across our Adult and Children’s Social Care Teams, Commissioning, Brokerage, Finance, and IT, building effective working relationships to support the delivery of an efficient and reliable payments service.

Key responsibilities include

• Providing first-line support for social care payment systems.
• Acting as a point of contact for system users, responding to enquiries and resolving issues in a timely and professional manner.
• Diagnosing technical and process-related issues, applying known solutions and workarounds where appropriate.
• Accurately logging, managing, and monitoring incidents, service requests, and system issues through established processes.
• Supporting the administration, maintenance, and continuous improvement of our social care payment systems.
• Producing and maintaining accurate records, reports, and audit trails to support service performance and compliance requirements.
• Identifying recurring issues, investigating root causes, and in conjunction with the Senior Technical Officer, make recommendations for service improvements.
• Supporting compliance with Council policies, financial controls, data protection legislation, and information governance requirements.
• Support the Senior Technical Officer in contributing to projects, testing activities, and system developments to support ongoing service improvements.

About You

We're looking for a proactive and customer-focused individual who can combine strong technical skills with excellent communication and problem-solving abilities.

• Excellent customer service and communication skills, with the ability to build effective relationships with colleagues, care providers, and key stakeholders.
• Experience of diagnosing and resolving system or process issues, applying a logical and solution-focused approach.
• Strong analytical and problem-solving skills, with the ability to think creatively and identify opportunities for service improvement.
• Experience of maintaining accurate records and working with data and systems to support operational processes.
• Good attention to detail and the ability to manage competing priorities in a busy environment.
• An understanding of IT Service Management principles, including incident logging, ticket management, and escalation processes.
• Awareness of information governance, data protection requirements, and the importance of handling sensitive information appropriately.
• Experience of working within Local Government, Adult Social Care, the NHS, or a similar environment would be advantageous.

Please note this role involves a mixture of office and home based working.

Interview date: TBC

Please note that this role is subject to a Basic DBS Check.

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.

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.

*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.