Working Pattern: Full time
Working Arrangement: 36.25 hours per week / Hybrid working
Fixed Term End Date: 30/03/2027
Interview Date/Type: Face to face
SMART Working: We aim to offer flexibility wherever possible. Many of our colleagues work from home one or more days a week and/or adjust their hours. We call this SMART working - giving you the freedom to shape your working pattern around your life, whilst still delivering great outcomes. Speak with the hiring manager about the range of flexible working options available for this role.
The Business Support Officer within the First Response Team serves as a key point of contact for professionals and families seeking advice, guidance, and support. The role requires delivering a responsive, high-quality service, ensuring enquiries are managed efficiently and with a strong focus on relational practice.
Postholders are expected to demonstrate excellent customer service skills and embody relational practice values, building positive, respectful interactions even in challenging calls. They must be confident in handling difficult conversations, identifying issues, and generating appropriate responses to meet the needs of callers.
The role involves gathering, collating, and verifying relevant information to support effective decision-making and enquiry management. Strong organisational and IT skills are essential to maintain accurate and up-to-date records, ensuring all enquiries and referrals are correctly documented within systems.
Key responsibilities include uploading referrals received via the front door, ensuring information about families is accurately recorded, and supporting the wider team with administrative tasks. Attention to detail, professionalism, and the ability to work in a fast-paced environment are critical to success in this role.
Qualifications and Professional Development
Relevant qualification equivalent to NVQ Level 2 or equivalent experience
GCSE grade C or equivalent in Maths and English
Evidence of continuing personal and professional development (CPD) Experience and Knowledge
Experience and Knowledge
At least one year’s experience of administration systems in a large organisation/similar environment Experience of working in a team and achieving collective goals.
Experience of quickly analysing problems and finding appropriate and timely solutions.
Experience of demonstrating, guiding or advising on standard procedures and processes.
Experience of dealing with correspondence.
Working knowledge of Microsoft Office package, including Word, Excel and Outlook.
Skills and Abilities
Proficient in the use of IT software packages, including databases and the use of spreadsheets, inputting and calculating with accuracy and preparing documents
Ability to communicate effectively with colleagues and/or the public both verbally or in writing, selecting and using appropriate media.
Self-motivated with highly developed organisational skills and the ability to prioritise and manage your daily workload, producing accurate work within deadlines and with minimal supervision.
Ability to share knowledge with colleagues within the Business Support Team.
Ability to establish good relationships with both customers and colleagues, providing a customer focused approach to service delivery.
Ability to work individually but also as part of a team.
Ability to focus clearly to achieve defined results and outcomes Special Conditions.
This advert may close early if we receive a high number of applications, so please apply as soon as possible.
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A basic DBS Check with children/adults barred list will be required.
For the full details of this opportunity, please refer to the role profile linked below.
If you have any questions or would like an informal chat you can get in contact with the hiring manager, Rachel Carter-Browne at [email protected]
