Business Support Officer (Customer Service)

Job Description

To assist the Business Support Team Leader in the development and maintenance of the corporate Customer Relationship Management system (CRM), integrated telephony platform and other associated systems, including system testing.

To take part in service engagement, business process design, digital service development, customer journey improvement, data analytics and transformation support across Council Services.

To develop and maintain a range of bespoke reports and dashboards, ensuring services have access to appropriate insight, performance information and business intelligence.

Reports to the Business Support Team Leader.

Requirements

• Assist in building, development and maintenance of the corporate CRM system and other associated customer services systems

• Participate in service engagement, driving process improvement and digital transformation initiatives

• Apply Service design and continuous improvement methodologies to identify and deliver CRM and user experience improvements for services supported by the Netcall platform

• Provide non-technical training to system users

• Provide first line support to system users

• Production of statistical information, data insight and evidence-based decision making

• System testing

• Provide excellent customer service

The Individual

• Extensive experience in an administrative role

• Experience in busy customer service environment and an understanding of customer service provision

• 4 SQA Standard Grades or equivalent at level 3 or above, including Maths and English

• High level of accuracy in work

• Experience of working as part of a successful team

• Proven ability at problem solving

• Good understanding of how to build, develop and maintain CRM platforms, telephony and digital technologies

• Ability to analyse complex information, comprising reports and record keeping to identify possible service improvements

• Experience of process reviews and process mapping using tools such as Engage Modeller

• Experience of Service Engagement and Service design methodologies

• Understanding of the importance of maintaining confidentiality

• Strong communication skills, both written and verbal

• Ability to deal with people in an understanding and professional manner

• Ability to work in an open plan office

• Ability to be flexible to meet the needs and demands of the service

Closing Date: 18 October 2026

Starting Salary: £32,742.45

Hourly rate: £17.37

For Further information please contact - 01343 563076